Mr. [redacted], I sincerely apologize about the problems that have occurred with your Goodman Manufacturing equipment. I have forwarded the information to our regional technical representative to look into your issues further. Currently, who is the contractor that works on your...
[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],
Our warranty and company policy clearly state that diagnostics and Freon are not covered under warranty. I am offering to pay the cost of Freon for $248.65, however I will be unable to cover the cost of the service call. This will be my final offer, as I am trying to go above and beyond our policy.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
Mr. [redacted],
I appreciate that you provided the information for Goodman for the second time. I have reached out to my technical representative in your area and am looking to set up a site visit. This would include a Goodman Manufacturing Technical Representative and then also [redacted]. I will be able to provide more information shortly, but I am working on getting this resolved for you.
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.]1)Dealers are licensed by the state & have skills to install & service your units?2)What do you mean by your last statement that your rep will oversee installation based on installation specs?3)Based on your last statement, are you agreeing to replace the unit?4)As consumers who purchased your product in good faith & have spent large sums of money & continue to have a non operational unit, the only cost we will agree to is having a licensed HVAC technician here with a Goodman technician. We will not take financial responsibility for any other costs. 5)If Goodman Manufacturing does not agree to terms that are agreeable to us, please send us the name & address of the person our attorney should be communicating with.Respectfully,[redacted] [redacted]
Ms. [redacted] ,
I apologize about the problems that you have encountered with your unit. In order to properly address your concerns, I will need you to provide the serial number(s) of your units.
In regards to your complaint and per company policy, the warranty is a parts only warranty...
that does not cover labor or Freon. Goodman Manufacturing has a long history of providing customer with quality HVAC equipment, backed with an industry best warranty. The warranty is provided incase a situation arises where a product experiences a failure. The aluminum coils are only for the evaporator coil, not the condenser coil (outside unit) or furnace (furnace does not have a coil, you maybe talking about the heat exchanger?). Again, per company policy the coil will be replaced with the current model, but this will not change the warranty.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
**. [redacted],
I apologize that we could not come to an acceptable agreement, but the offer that was extended to you is above and beyond our warranty guidelines. I cannot control what means you use to try and get what you are seeking, but my offer to you still stands. Beyond my offer, there is nothing further that I am able to do.
Best Regards,
[redacted]
Manager of Consumer Affairs
Ms. [redacted], The local distributor has stated that they have paid the claim and the contractor should receive payment in a couple of days. Regards, Adam[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.]Once again, whatever has caused this unit to malfunction is not a result of what we, the consumers have or have not done. The amount of money we were charged for attempted repairs repeatedly has been our responsibility. We will not assume ALL financial responsibility to either get this unit to work or to have it replaced. As consumers we have been wronged/victimized by Goodman Manufacturing and/or [redacted] whom is an authorized Goodman installation/maintenance company.
Regards,
[redacted]
**. [redacted],
I am showing that the $400 dollar check was sent out of the 5th of May. Please confirm if you have received the proper payment.
Regards,
[redacted]
Manager of Consumer Affairs
[redacted] Our extended warranty is a special program that not all contractors are a part of. You elected to use a contractor that does not operate within our extended warranty, which is why you were charged for parts a labor. Per our warranty guidelines, I am able to reimburse you...
$231.00 towards the cost of your repairs. I cannot refund for the full amount, as the warranty process was not followed. If you accept, please let me know and I can forward a release letter to pay you for the $231.00 dollars towards the repairs. This is the same amount that had been offered to your by [redacted] Regards, [redacted]
Mr. and Mrs. [redacted], I apologize about the problems that you have encountered. In order to properly assist, please provide the serial numbers of all your units, as well as any invoices you have associated with the repairs of the unit. Best Regards, Adam42858
Mr.
[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 only under the
standard warranty for the first five years after installation. If
the unit is registered, the parts...
only warranty does extend to ten
years. Your unit was registered therefore you have parts coverage
until 10/23/2024. However, the warranty does not cover labor. The only time
labor would be covered is if an extended labor contract was purchased. Since
you did not purchase an extended contract, I believe that the first year labor
coverage that you are referring to was offered by your installer as labor is
never covered per standard or registered coverage. 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,
D[redacted]
Lead Agent
- Consumer Affairs
Goodman
Manufacturing
Mr. [redacted],
I have reviewed your case and determined that we will be unable to meet your request for a new unit. Our company policy is to replace any part that may have malfunctioned, however a unit replacement is not covered under warranty. Therefore, Goodman Manufacturing will continue to provide parts for any necessary repair in the future, however a new unit would not be part of the solution. Again, company policy is very clear that any part is covered under warranty, however labor and unit replacements are not part of the warranty.
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.
The reason I state this is because we paid for everything on a credit card. I have the copies of the compcare paperwork. It is my copy. I have been told by Goodman that warranties are lost every day, so I feel that my warranty has been lost, I never received an acknowledgement for paying for my warranty; therefore, I don't have a check to represent the 100 dollars that I paid. We paid everything by credit card. I do not understand why we spend so much for a unit to have to buy a complete unit again in 7 years all because of lost paperwork....not on my end, but on Goodman's. It is obvious that we bought the Goodman. It is obvious that we paid a great deal for it. Therefore, why is it not obvious that an extra 100 dollars was not a big deal to us; so we would have paid it. What is a 100 dollars when a unit cost 7600 or more? And again, why has it taken two months for this to be told to us. All of these reasons make me unsatisfied with the result. All I wanted is for the company to admit that they messed up and give us our warranty, but I see that companies mess up and get away with it while people like myself have to deal with no air conditioning for my little kids. My husband just lost his job on Friday as well, so could you please just see that we obviously paid for the warranty and let us settle this? Please use common sense when dealing with this situation and take credit for dragging me through the muck for the last two months.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Thank you for your email. I'm sorry to read of your current issues with your Goodman A/C unit. Please send me the serial number of your unit and copies of all of your invoices from your A/C technician. Goodman Manufacturing warranty coverage applies to parts only and doesn't cover Freon or labor. ...
Please send me at your earliest convenience your serial number and copies of invoices so, I can investigate this matter further. Thank you, Preston W Goodman Manufacturing
Goodman Manufacturing has honored the warranty that comes with the unit. Unfortunately, I am unable to provide the resolution you are seeking. Thank you,Goodman Manufacturing
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.
I have been contacted and just need to get all the original installation info together and sounds promising that they are going to take care of it.
Mr. [redacted], I sincerely apologize about the problems that have occurred with your Goodman Manufacturing equipment. I have forwarded the information to our regional technical representative to look into your issues further. Currently, who is the contractor that works on your...
units? Best Regards, Adam [redacted]
Please reply directly to this reply, with your serial numbers and invoices for management to review. Goodman Manufacturing Homeowner Support Division
[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],
Our warranty and company policy clearly state that diagnostics and Freon are not covered under warranty. I am offering to pay the cost of Freon for $248.65, however I will be unable to cover the cost of the service call. This will be my final offer, as I am trying to go above and beyond our policy.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
Mr. [redacted],
I appreciate that you provided the information for Goodman for the second time. I have reached out to my technical representative in your area and am looking to set up a site visit. This would include a Goodman Manufacturing Technical Representative and then also [redacted]. I will be able to provide more information shortly, but I am working on getting this resolved for you.
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.]1)Dealers are licensed by the state & have skills to install & service your units?2)What do you mean by your last statement that your rep will oversee installation based on installation specs?3)Based on your last statement, are you agreeing to replace the unit?4)As consumers who purchased your product in good faith & have spent large sums of money & continue to have a non operational unit, the only cost we will agree to is having a licensed HVAC technician here with a Goodman technician. We will not take financial responsibility for any other costs. 5)If Goodman Manufacturing does not agree to terms that are agreeable to us, please send us the name & address of the person our attorney should be communicating with.Respectfully,[redacted] [redacted]
Ms. [redacted] ,
I apologize about the problems that you have encountered with your unit. In order to properly address your concerns, I will need you to provide the serial number(s) of your units.
In regards to your complaint and per company policy, the warranty is a parts only warranty...
that does not cover labor or Freon. Goodman Manufacturing has a long history of providing customer with quality HVAC equipment, backed with an industry best warranty. The warranty is provided incase a situation arises where a product experiences a failure. The aluminum coils are only for the evaporator coil, not the condenser coil (outside unit) or furnace (furnace does not have a coil, you maybe talking about the heat exchanger?). Again, per company policy the coil will be replaced with the current model, but this will not change the warranty.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
**. [redacted],
I apologize that we could not come to an acceptable agreement, but the offer that was extended to you is above and beyond our warranty guidelines. I cannot control what means you use to try and get what you are seeking, but my offer to you still stands. Beyond my offer, there is nothing further that I am able to do.
Best Regards,
[redacted]
Manager of Consumer Affairs
**. [redacted],
Can you please provide any invoices for the repairs you have encountered?
Regards,
[redacted]
Manager of Consumer Affairs
Ms. [redacted], The local distributor has stated that they have paid the claim and the contractor should receive payment in a couple of days. Regards, Adam[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.]Once again, whatever has caused this unit to malfunction is not a result of what we, the consumers have or have not done. The amount of money we were charged for attempted repairs repeatedly has been our responsibility. We will not assume ALL financial responsibility to either get this unit to work or to have it replaced. As consumers we have been wronged/victimized by Goodman Manufacturing and/or [redacted] whom is an authorized Goodman installation/maintenance company.
Regards,
[redacted]
**. [redacted],
I am showing that the $400 dollar check was sent out of the 5th of May. Please confirm if you have received the proper payment.
Regards,
[redacted]
Manager of Consumer Affairs
[redacted] Our extended warranty is a special program that not all contractors are a part of. You elected to use a contractor that does not operate within our extended warranty, which is why you were charged for parts a labor. Per our warranty guidelines, I am able to reimburse you...
$231.00 towards the cost of your repairs. I cannot refund for the full amount, as the warranty process was not followed. If you accept, please let me know and I can forward a release letter to pay you for the $231.00 dollars towards the repairs. This is the same amount that had been offered to your by [redacted] Regards, [redacted]
Mr. and Mrs. [redacted], I apologize about the problems that you have encountered. In order to properly assist, please provide the serial numbers of all your units, as well as any invoices you have associated with the repairs of the unit. Best Regards, Adam42858
Mr.
[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 only under the
standard warranty for the first five years after installation. If
the unit is registered, the parts...
only warranty does extend to ten
years. Your unit was registered therefore you have parts coverage
until 10/23/2024. However, the warranty does not cover labor. The only time
labor would be covered is if an extended labor contract was purchased. Since
you did not purchase an extended contract, I believe that the first year labor
coverage that you are referring to was offered by your installer as labor is
never covered per standard or registered coverage. 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,
D[redacted]
Lead Agent
- Consumer Affairs
Goodman
Manufacturing
Mr. [redacted],
I have reviewed your case and determined that we will be unable to meet your request for a new unit. Our company policy is to replace any part that may have malfunctioned, however a unit replacement is not covered under warranty. Therefore, Goodman Manufacturing will continue to provide parts for any necessary repair in the future, however a new unit would not be part of the solution. Again, company policy is very clear that any part is covered under warranty, however labor and unit replacements are not part of the warranty.
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.
The reason I state this is because we paid for everything on a credit card. I have the copies of the compcare paperwork. It is my copy. I have been told by Goodman that warranties are lost every day, so I feel that my warranty has been lost, I never received an acknowledgement for paying for my warranty; therefore, I don't have a check to represent the 100 dollars that I paid. We paid everything by credit card. I do not understand why we spend so much for a unit to have to buy a complete unit again in 7 years all because of lost paperwork....not on my end, but on Goodman's. It is obvious that we bought the Goodman. It is obvious that we paid a great deal for it. Therefore, why is it not obvious that an extra 100 dollars was not a big deal to us; so we would have paid it. What is a 100 dollars when a unit cost 7600 or more? And again, why has it taken two months for this to be told to us. All of these reasons make me unsatisfied with the result. All I wanted is for the company to admit that they messed up and give us our warranty, but I see that companies mess up and get away with it while people like myself have to deal with no air conditioning for my little kids. My husband just lost his job on Friday as well, so could you please just see that we obviously paid for the warranty and let us settle this? Please use common sense when dealing with this situation and take credit for dragging me through the muck for the last two months.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Thank you for your email. I'm sorry to read of your current issues with your Goodman A/C unit. Please send me the serial number of your unit and copies of all of your invoices from your A/C technician. Goodman Manufacturing warranty coverage applies to parts only and doesn't cover Freon or labor. ...
Please send me at your earliest convenience your serial number and copies of invoices so, I can investigate this matter further. Thank you, Preston W Goodman Manufacturing
Goodman Manufacturing has honored the warranty that comes with the unit. Unfortunately, I am unable to provide the resolution you are seeking. Thank you,Goodman Manufacturing
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.
I have been contacted and just need to get all the original installation info together and sounds promising that they are going to take care of it.