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.] Again, who assumes the cost for a local licensed HVAC technician a long with a Goodman distributor to assess the unit? If we agree to have a local technician look at our unit, we want the commitment from Goodman that a district Goodman distributor will be present & this site visit will be scheduled in a timely manner. We have been without A/C for the third summer in a row. The temperature in South Central Indiana continues to be in the low 90's. We can not stress enough how miserable we have been, including our pets. In addition, I am a Licensed mental health provider & work from home. Obviously this situation continues to negatively impact my business. Based on the outcome of this site visit, we want the assurance that either the unit is successfully repaired & will operate optimally long term with no further malfunction or the unit will be replaced. Furthermore, if non warrantied parts need to be replaced who assumes the cost for the parts & labor? If the unit is replaced who assumes the installation expenses? We purchased this Goodman heat pump from an authorized Goodman distributor in good faith. Our expectation has always been that an authorized dealer/installation/maintenance technician would have the skill set to resolve any problems. To date, we have spent large sums of money & continue to have a unit that does not operate. At what point does Goodman take responsibility?[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.It is my understanding that the cost of Freon would not have been necessary twice in 6 years had the unit not been leaking. (At this point the unit is leaking in multiple places) Are Goodman units manufactured to require freon every few years to use the unit?
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.
Note that the unit was originally installed by [redacted] Goodman records will verify this information. At the time when the unit stopped functioning, [redacted] were not available. Another company [redacted] were called out to troubleshoot and service the new unit. The 2nd company confirmed that there were no issues with installation and did a thorough check on all the external components and connections (see attached).Based on the high level of dissatisfaction with many of the Goodman units and the customer reviews, it appears that Goodman is not taking responsibility for faulty equipment that is being manufactured. Goodman should provide details of the number of units manufactured over the last 3 years that were found to be faulty as opposed to not properly installed.Under no circumstances is it is not acceptable for customers to purchase equipment that does not function properly and then the manufacturer to determine that are not required to take any form responsibility for the faulty equipment. 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.]I think there is no need to contact Goodman any more. Because I didn't find the option to close this issue as "not satisfied", I will just leave this case open.
Regards,
Ms. [redacted],
I apologize about the trouble that you have encountered with your unit. However, our limited warranty states that labor, Freon, and diagnostics are not covered under the warranty. Goodman Manufacturing does not cover diagnostic fees, because there is a possibility that a...
unit could not be properly installed, which is not the manufacturer's responsibility. You would need to pay to have the leak test and diagnostics completed, then I can see about the possibility of assisting further. However, I am unable to assist with diagnosing the unit.
Best Regards,
Adam [redacted]
Manager of Consumer Affairs
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.
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. 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.
However, I do understand that you have had extensive repairs on your unit, so I am asking that you supply the serial number, as well as all invoices attached to the repairs. I will review your case and help find a resolution.
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 have no other alternative at this time, short of legal action to accept the response of the merchant. I need to investigate the lemon law provisions in the State of [redacted]. The unit has been in a constant of repair since we closed on this home. Certainly refreshing to know how certain manufacturers stand behind their product line. 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.]This is a contract that I was never aware of.Had I saw the contract I would not be requesting refunds.I need to go to the next level proceedure.The goodman company seems to have a contract without my signature.Goodman can show me thousands of contracts but I need to see the one with my signature.
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.]OK. Fine. Got it.
Regards,
1)Dealers are licensed by the state & have skills to install & service your units?... I do not understand the question. 2)What do you mean by your last statement that your rep will oversee installation based on installation specs?... A technical representative can be on location at no cost to oversee the diagnostics and repair of the unit. 3)Based on your last statement, are you agreeing to replace the unit?...No, Your unit does not come with a unit exchange. 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.
[redacted],Thank you for your email and bringing to our attention your current issue with your coil replacement.Your A/C unit is registered to a Mr. [redacted]. Did you purchase your home from him?Our current warranty policy only covers the cost of parts and not labor or freon. Please send me a copy of...
your repair invoices so, I can further investigate this matter.Thank you,Steven W[redacted]Consumer Affairs ManagerGoodman Manufacturibg
Mr. [redacted],
I am not showing that these units were ever registered, therefore I cannot give these units the registered coverage, which would include the lifetime warranties. I can offer you as a Goodwill Gesture a 6-10 year part warranty that would cover the parts on your unit until...
2017. Company Policy dictates that we cannot give registered coverage if a unit was not registered, therefore this would be the next option available to you. Let me know if you accept and I can write up the warranty.
Best Regards,
Adam [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.
My units are registered with goodman as required by the warranty. Goodman has my indoor and outdoor unit numbers on file.
Regards,
[redacted],
In response to our conversation yesterday, Goodman Manufacturing will replace the compressor, however we will not cover the cost of labor. We contacted the contractor you stated was charge $1,900.00 dollars and he stated it would be $900.00. I would be willing to pay you $300.00...
dollars towards the repairs, but this would be the most I could offer. This offer is above and beyond company policy. If you accept please confirm with a response.
Regards,
Adam [redacted]
Manager of Consumer Affairs
The process is to submit the warranty claim to the company that sold you the part. The part was not purchased from Goodman. I did verify that this is not a part on the BOM for your model. Part # [redacted] is not a Goodman part. I am not able to reimburse for a part not supplied by Goodman and is also a non-Goodman part. My suggestion is to contact your distributor and advise that they contact their supplier for reimbursement.
Thank you, Deanna [redacted]
Lead Agent - Consumer Affairs
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.
I accept on one condition, you contact my HVAC technician and discuss the manufacturers defect so that it can be addressed, and others will not have to deal with a similar situation. As well your product would certainly benefit. Caroline has his phone number. I would request an extended four year warranty. This would complete what would have been my original ten year warranty if the person I spoke to at Gooman in 2009 had processed the warranty properly. You can send the check to:[redacted]
Ms. [redacted],
Again, I apologize about your frustration with our warranty. However, being that the unit is out of warranty, I will be unable to assist any further.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
Hello,I apologize about the issues that you have experiences thus far. However, in order to properly assist, please provide your serial number(s). I will need this information to properly assist moving forward. Best Regards,Adam42858Manager of Homeowner Support
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.] Again, who assumes the cost for a local licensed HVAC technician a long with a Goodman distributor to assess the unit? If we agree to have a local technician look at our unit, we want the commitment from Goodman that a district Goodman distributor will be present & this site visit will be scheduled in a timely manner. We have been without A/C for the third summer in a row. The temperature in South Central Indiana continues to be in the low 90's. We can not stress enough how miserable we have been, including our pets. In addition, I am a Licensed mental health provider & work from home. Obviously this situation continues to negatively impact my business. Based on the outcome of this site visit, we want the assurance that either the unit is successfully repaired & will operate optimally long term with no further malfunction or the unit will be replaced. Furthermore, if non warrantied parts need to be replaced who assumes the cost for the parts & labor? If the unit is replaced who assumes the installation expenses? We purchased this Goodman heat pump from an authorized Goodman distributor in good faith. Our expectation has always been that an authorized dealer/installation/maintenance technician would have the skill set to resolve any problems. To date, we have spent large sums of money & continue to have a unit that does not operate. At what point does Goodman take responsibility?[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.It is my understanding that the cost of Freon would not have been necessary twice in 6 years had the unit not been leaking. (At this point the unit is leaking in multiple places) Are Goodman units manufactured to require freon every few years to use the unit?
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.
Note that the unit was originally installed by [redacted] Goodman records will verify this information. At the time when the unit stopped functioning, [redacted] were not available. Another company [redacted] were called out to troubleshoot and service the new unit. The 2nd company confirmed that there were no issues with installation and did a thorough check on all the external components and connections (see attached).Based on the high level of dissatisfaction with many of the Goodman units and the customer reviews, it appears that Goodman is not taking responsibility for faulty equipment that is being manufactured. Goodman should provide details of the number of units manufactured over the last 3 years that were found to be faulty as opposed to not properly installed.Under no circumstances is it is not acceptable for customers to purchase equipment that does not function properly and then the manufacturer to determine that are not required to take any form responsibility for the faulty equipment. 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.]I think there is no need to contact Goodman any more. Because I didn't find the option to close this issue as "not satisfied", I will just leave this case open.
Regards,
Ms. [redacted],
I apologize about the trouble that you have encountered with your unit. However, our limited warranty states that labor, Freon, and diagnostics are not covered under the warranty. Goodman Manufacturing does not cover diagnostic fees, because there is a possibility that a...
unit could not be properly installed, which is not the manufacturer's responsibility. You would need to pay to have the leak test and diagnostics completed, then I can see about the possibility of assisting further. However, I am unable to assist with diagnosing the unit.
Best Regards,
Adam [redacted]
Manager of Consumer Affairs
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.
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. 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.
However, I do understand that you have had extensive repairs on your unit, so I am asking that you supply the serial number, as well as all invoices attached to the repairs. I will review your case and help find a resolution.
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.
I have no other alternative at this time, short of legal action to accept the response of the merchant. I need to investigate the lemon law provisions in the State of [redacted]. The unit has been in a constant of repair since we closed on this home. Certainly refreshing to know how certain manufacturers stand behind their product line. 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.]This is a contract that I was never aware of.Had I saw the contract I would not be requesting refunds.I need to go to the next level proceedure.The goodman company seems to have a contract without my signature.Goodman can show me thousands of contracts but I need to see the one with my signature.
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.]OK. Fine. Got it.
Regards,
1)Dealers are licensed by the state & have skills to install & service your units?... I do not understand the question. 2)What do you mean by your last statement that your rep will oversee installation based on installation specs?... A technical representative can be on location at no cost to oversee the diagnostics and repair of the unit. 3)Based on your last statement, are you agreeing to replace the unit?...No, Your unit does not come with a unit exchange. 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.
[redacted],Thank you for your email and bringing to our attention your current issue with your coil replacement.Your A/C unit is registered to a Mr. [redacted]. Did you purchase your home from him?Our current warranty policy only covers the cost of parts and not labor or freon. Please send me a copy of...
your repair invoices so, I can further investigate this matter.Thank you,Steven W[redacted]Consumer Affairs ManagerGoodman Manufacturibg
[redacted],
You will need to contact your dealer and have them supply you with what you are asking for. We will not be able to forward you any communications.
Thank you,
Steven W[redacted]
Manager Consumer Affairs
Goodman Manufacturing
Mr. [redacted],
I am not showing that these units were ever registered, therefore I cannot give these units the registered coverage, which would include the lifetime warranties. I can offer you as a Goodwill Gesture a 6-10 year part warranty that would cover the parts on your unit until...
2017. Company Policy dictates that we cannot give registered coverage if a unit was not registered, therefore this would be the next option available to you. Let me know if you accept and I can write up the warranty.
Best Regards,
Adam [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.
My units are registered with goodman as required by the warranty. Goodman has my indoor and outdoor unit numbers on file.
Regards,
[redacted],
In response to our conversation yesterday, Goodman Manufacturing will replace the compressor, however we will not cover the cost of labor. We contacted the contractor you stated was charge $1,900.00 dollars and he stated it would be $900.00. I would be willing to pay you $300.00...
dollars towards the repairs, but this would be the most I could offer. This offer is above and beyond company policy. If you accept please confirm with a response.
Regards,
Adam [redacted]
Manager of Consumer Affairs
The process is to submit the warranty claim to the company that sold you the part. The part was not purchased from Goodman. I did verify that this is not a part on the BOM for your model. Part # [redacted] is not a Goodman part. I am not able to reimburse for a part not supplied by Goodman and is also a non-Goodman part. My suggestion is to contact your distributor and advise that they contact their supplier for reimbursement.
Thank you, Deanna [redacted]
Lead Agent - Consumer Affairs
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.
I accept on one condition, you contact my HVAC technician and discuss the manufacturers defect so that it can be addressed, and others will not have to deal with a similar situation. As well your product would certainly benefit. Caroline has his phone number. I would request an extended four year warranty. This would complete what would have been my original ten year warranty if the person I spoke to at Gooman in 2009 had processed the warranty properly. You can send the check to:[redacted]
Ms. [redacted],
Again, I apologize about your frustration with our warranty. However, being that the unit is out of warranty, I will be unable to assist any further.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
Hello,I apologize about the issues that you have experiences thus far. However, in order to properly assist, please provide your serial number(s). I will need this information to properly assist moving forward. Best Regards,Adam42858Manager of Homeowner Support