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 asked how to appeal the inadequate resolution that Goodman offered. By telling us we could speak to Customer support, Goodman has now run us into a complete circle - we began this process by contacting Customer Support, who told us to out our concerns in writing. We did that and received a form letter, unsigned. We continue to want to speak to a real person, with responsibility for the way that Goodman treats its customers. Provide details of why you are not satisfied with this resolution.]
Regards,
Mr. [redacted],
I apologize about the problems that you have encountered with your unit. However, in order to properly assist, please provide the serial number(s) to your units.
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. Sent: Friday, May 12, 2017 10:18 AM Subject: Re: Complaint # [redacted]goodman is using the excuse of a homeowner installing his own package unit with no soldering, plumbing or other install issues.I have been an electrician and electronics occupation for 40 years.I do all my own maintenance, installations and mechanical work and have done so all my adult years so don't tell me it's because of a [redacted] license.so just fess up and tell everyone what an irresponsible company you are with your so called [redacted] warranty.you build defective heat pumps. you also build defective evaporator coils on your units and you know this.you used aluminum coil which is fine, maybe a little thin but ok, then you install a [redacted] steel mounting plate for the coil.instant rust on the mounting plate which in turns attacks and eats away at the evaporator coil.so don't advertise using aluminum coils when you put a steel mount connected to it any [redacted] should know better.your product [redacted] and [redacted] and it will cost you in the long run.reviews.reviews.reviews.
You should be able to attach copies of your invoices to your Revdex.com case or you can also email me copies of your invoices at steven.w[redacted]@goodmanmfg.com
I will need copies of your invoices to move forward with your case.
Thank you,
Steven W[redacted]
Manager Consumer Affairs
Goodman Manufacturing
Dear John Doe ,
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.
The warranty associated with your unit does not carry a unit replacement warranty, therefore we would be unable to replace the unit. Also, labor and Freon are not covered under standard warranty, so Goodman Manufacturing would be unable to pay. However, given the problems that you have encountered with our Customer Service Department, I would be willing to offer you a labor warranty as a Goodwill Gesture for the remainder of the products warranty.
I have attached a copy of the Limited Warranty associated with your unit, as well as the Extended Warranty. Please sign and return the Extended Warranty for processing.
[redacted], Thank you for your response. If you need anything additional please do not hesitate to ask or reach out to me directly. Preston WGoodman Manufacturing
[redacted] Again, our offer of 231.00 still stands, however I will not be able to cover the costs above and beyond of what we would normally pay for warranty. A homeowner support agents reached out to your contractor and they stated that they will charge you up front and that they do not honor the warranty. We will pay 231.00. 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.
The Goodman Company has requested all invoices associated with my problem but they have not indicated where exactly I should send them. I prefer to keep the ORIGINALS and would like to Fax or Email the Requested information. Please advise a FAX Number for Steven W[redacted] OR May I attach them in a PDF File to my next response ???????????? Please advise.....As requested by Steven W[redacted] below are the Serial & Model Number of my unit. I can attach a JPEG Photograph if needed. Please advise ?????????????Serial #1301685469Model# [redacted]1 - in initial complaint. Please advise ASAP - as the unit will NOT Heat - Air handler works but the Goodman Unit does NOT Cool or Heat.
Regards,
[redacted]
[redacted],
The unit is under warranty and has been verified. Whom stated that we would not cover the unit under warranty? Have you already had the repairs completed? If so, please provide a copy of the invoice and Goodman Manufacturing will refund the cost of the coil that we would have paid on the claim. Our Warranty does not cover labor or Freon and company policy clearly states that we are unable to cover those costs. However, I am able to refund the amount of the coil. Please let me know the status of your problem.
Regards,
[redacted]
Manager of Consumer Affairs
Mrs. [redacted],
I apologize about the problems that you have encountered with your unit. I understand that you were frustrated that there was a problem with your unit when it was initially installed, however we are over 5 years letter and this is the first problem since. Your unit is over 2...
years out of warranty, so I would be unable to assist with the repairs, or refund for the cost of the unit. I have attached a copy of the Warranty Certificate that is associated with your unit and it clearly outlines the terms of the warranty.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
[redacted], We are sorry to hear of your problems associated with your a/c unit. Please send me the serial numbers for all of your Goodman a/c units in your home and any repair invoices you have from previous repair work.Once we receive this information from you we will be able to review your case...
and make a recommendation to you. Thank you,Steven [redacted]Manager Consumer AffairsGoodman Manufacturing
I apologize about the problems that you have encountered with your unit. While I understand your frustration, company policy dictates that your warranty is a parts only warranty. I would be unable to replace your unit, however if you paid out of pocket, please submit...
me copies of the invoices. I would be more than happy to review your invoices and see if I can refund a portion of the costs to fix the unit. Company policy states that our warranty covers the part only, not labor or Freon. However, given the age of the unit I would be willing to make a Goodwill Gesture and try to assist further.
Please provide the serial number of your unit, as well as the invoices associated with your repair.
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.
Sent: Tuesday, November 28, 2017 8:33 PMTo: drteamSubject: Re: Update complaint # [redacted] Good evening,As of today, I have not received a phone call or email from Goodman Manufacturing. How am I expected to proceed at this point? Thank you.[redacted]
Regards,
Mr. [redacted],
I apologize that you think our paper trail is erroneous, however our system shows that the unit was registered on 8/01/2013, meaning that you or someone else would have tried to have registered the unit. This registration occurred outside of the 60 day time frame. which is why the unit had the 5 year warranty. You are stating that you closed on your home in February of 2010, which would still mean the unit is out of warranty. Unfortunately, your unit is no longer under warranty.
In regards to [redacted], our policies and procedures apply to every customer, we do not pick and choose with whom our policies apply. I can speak with someone from [redacted] if you would like, however it does not change the fact that the unit is out of warranty. If you can supply proof that a Goodman Manufacturing representative stated we would extend the warranty, then I can honor the extension, otherwise the unit would be out of warranty.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
Dear Sir or Madam, I apologize about the problems that you have encountered with your [redacted] unit. It is my understanding that you have been working with Mike in the PTAC department and the unit is being replaced. It is also my understanding that a replacement unit has already...
shipped.The contact information for the delivery company is below.[redacted]PRO# [redacted]Contact Number- [redacted]The unit was shipped out on the 20th, so if you call that number they can give you the status update on your unit. Best Regards, Adam42858
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,
Hi Adam,This unit came new when the town house was built in [redacted]. I be**eve the leaking coil problem I'm facing now is due to defective part or bad qua**ty control since I never saw any coil leaking **ke a hole in just 8 years. That's why I don't think it should be me who is paying to fix this. In fact It's not only me who is facing this problem. If you google "goodman coil [redacted]" you will find a lot of people reported the same issue for the units produced around [redacted]. Some are even filing a class action lawsuit. Goodman, as a well-know A/C manufacturer, can't you take a **ttle responsibility when issues like this arose?
Mr. **,
Goodman Manufacturing provides a standard warranty for this exact reason, our standard warranty is 5 years, regardless of registration. I apologize that you were not informed of the registration process by the contractor, however Goodman Manufacturing has honored the warranty on the unit.
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.
Hi Adam,
Thank you for repeating your offer and your company's policy but I do not accept. I believe it is highly illegal to sell a product at full price that is defective/broken to a customer under false pretenses that it is in good working order. If you would to make things right I will accept a 50/50 split for the labour costs. That is all I am willing to budge on. I still don't believe what you are doing is right but I would like to resolve this. I have a witness, a technician that told us the unit was sold to us defective, who came by the first day it broke back in 2006. I hope we are able to resolve this appropriately.
Regards,
[redacted]
Mr. [redacted]s,
It is true that the units had to be registered in order to receive the "Lifetime Compressor Warranty". The reason that [redacted] does not need to registered their units is because of State Law, not because Goodman Manufacturing wishes to treat customers differently. Unfortunately, I am unable to provide you with the registered coverage, unless you can provide proof that the units were registered. Please attached any documentation you may have.
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 asked how to appeal the inadequate resolution that Goodman offered. By telling us we could speak to Customer support, Goodman has now run us into a complete circle - we began this process by contacting Customer Support, who told us to out our concerns in writing. We did that and received a form letter, unsigned. We continue to want to speak to a real person, with responsibility for the way that Goodman treats its customers. Provide details of why you are not satisfied with this resolution.]
Regards,
Mr. [redacted],
I apologize about the problems that you have encountered with your unit. However, in order to properly assist, please provide the serial number(s) to your units.
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. Sent: Friday, May 12, 2017 10:18 AM Subject: Re: Complaint # [redacted]goodman is using the excuse of a homeowner installing his own package unit with no soldering, plumbing or other install issues.I have been an electrician and electronics occupation for 40 years.I do all my own maintenance, installations and mechanical work and have done so all my adult years so don't tell me it's because of a [redacted] license.so just fess up and tell everyone what an irresponsible company you are with your so called [redacted] warranty.you build defective heat pumps. you also build defective evaporator coils on your units and you know this.you used aluminum coil which is fine, maybe a little thin but ok, then you install a [redacted] steel mounting plate for the coil.instant rust on the mounting plate which in turns attacks and eats away at the evaporator coil.so don't advertise using aluminum coils when you put a steel mount connected to it any [redacted] should know better.your product [redacted] and [redacted] and it will cost you in the long run.reviews.reviews.reviews.
[redacted],
You should be able to attach copies of your invoices to your Revdex.com case or you can also email me copies of your invoices at steven.w[redacted]@goodmanmfg.com
I will need copies of your invoices to move forward with your case.
Thank you,
Steven W[redacted]
Manager Consumer Affairs
Goodman Manufacturing
Dear John Doe ,
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.
The warranty associated with your unit does not carry a unit replacement warranty, therefore we would be unable to replace the unit. Also, labor and Freon are not covered under standard warranty, so Goodman Manufacturing would be unable to pay. However, given the problems that you have encountered with our Customer Service Department, I would be willing to offer you a labor warranty as a Goodwill Gesture for the remainder of the products warranty.
I have attached a copy of the Limited Warranty associated with your unit, as well as the Extended Warranty. Please sign and return the Extended Warranty for processing.
Best Regards,
Adam Galando
Manager of Consumer Affairs
[redacted], Thank you for your response. If you need anything additional please do not hesitate to ask or reach out to me directly. Preston WGoodman Manufacturing
[redacted] Again, our offer of 231.00 still stands, however I will not be able to cover the costs above and beyond of what we would normally pay for warranty. A homeowner support agents reached out to your contractor and they stated that they will charge you up front and that they do not honor the warranty. We will pay 231.00. 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.
The Goodman Company has requested all invoices associated with my problem but they have not indicated where exactly I should send them. I prefer to keep the ORIGINALS and would like to Fax or Email the Requested information. Please advise a FAX Number for Steven W[redacted] OR May I attach them in a PDF File to my next response ???????????? Please advise.....As requested by Steven W[redacted] below are the Serial & Model Number of my unit. I can attach a JPEG Photograph if needed. Please advise ?????????????Serial #1301685469Model# [redacted]1 - in initial complaint. Please advise ASAP - as the unit will NOT Heat - Air handler works but the Goodman Unit does NOT Cool or Heat.
Regards,
[redacted]
[redacted],
The unit is under warranty and has been verified. Whom stated that we would not cover the unit under warranty? Have you already had the repairs completed? If so, please provide a copy of the invoice and Goodman Manufacturing will refund the cost of the coil that we would have paid on the claim. Our Warranty does not cover labor or Freon and company policy clearly states that we are unable to cover those costs. However, I am able to refund the amount of the coil. Please let me know the status of your problem.
Regards,
[redacted]
Manager of Consumer Affairs
Mrs. [redacted],
I apologize about the problems that you have encountered with your unit. I understand that you were frustrated that there was a problem with your unit when it was initially installed, however we are over 5 years letter and this is the first problem since. Your unit is over 2...
years out of warranty, so I would be unable to assist with the repairs, or refund for the cost of the unit. I have attached a copy of the Warranty Certificate that is associated with your unit and it clearly outlines the terms of the warranty.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
[redacted], We are sorry to hear of your problems associated with your a/c unit. Please send me the serial numbers for all of your Goodman a/c units in your home and any repair invoices you have from previous repair work.Once we receive this information from you we will be able to review your case...
and make a recommendation to you. Thank you,Steven [redacted]Manager Consumer AffairsGoodman Manufacturing
Serial no. [redacted] was for the heat pump unit.
Mr. [redacted],
I apologize about the problems that you have encountered with your unit. While I understand your frustration, company policy dictates that your warranty is a parts only warranty. I would be unable to replace your unit, however if you paid out of pocket, please submit...
me copies of the invoices. I would be more than happy to review your invoices and see if I can refund a portion of the costs to fix the unit. Company policy states that our warranty covers the part only, not labor or Freon. However, given the age of the unit I would be willing to make a Goodwill Gesture and try to assist further.
Please provide the serial number of your unit, as well as the invoices associated with your repair.
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.
Sent: Tuesday, November 28, 2017 8:33 PMTo: drteamSubject: Re: Update complaint # [redacted] Good evening,As of today, I have not received a phone call or email from Goodman Manufacturing. How am I expected to proceed at this point? Thank you.[redacted]
Regards,
Mr. [redacted],
I apologize that you think our paper trail is erroneous, however our system shows that the unit was registered on 8/01/2013, meaning that you or someone else would have tried to have registered the unit. This registration occurred outside of the 60 day time frame. which is why the unit had the 5 year warranty. You are stating that you closed on your home in February of 2010, which would still mean the unit is out of warranty. Unfortunately, your unit is no longer under warranty.
In regards to [redacted], our policies and procedures apply to every customer, we do not pick and choose with whom our policies apply. I can speak with someone from [redacted] if you would like, however it does not change the fact that the unit is out of warranty. If you can supply proof that a Goodman Manufacturing representative stated we would extend the warranty, then I can honor the extension, otherwise the unit would be out of warranty.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
Dear Sir or Madam, I apologize about the problems that you have encountered with your [redacted] unit. It is my understanding that you have been working with Mike in the PTAC department and the unit is being replaced. It is also my understanding that a replacement unit has already...
shipped.The contact information for the delivery company is below.[redacted]PRO# [redacted]Contact Number- [redacted]The unit was shipped out on the 20th, so if you call that number they can give you the status update on your unit. Best Regards, Adam42858
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,
Hi Adam,This unit came new when the town house was built in [redacted]. I be**eve the leaking coil problem I'm facing now is due to defective part or bad qua**ty control since I never saw any coil leaking **ke a hole in just 8 years. That's why I don't think it should be me who is paying to fix this. In fact It's not only me who is facing this problem. If you google "goodman coil [redacted]" you will find a lot of people reported the same issue for the units produced around [redacted]. Some are even filing a class action lawsuit. Goodman, as a well-know A/C manufacturer, can't you take a **ttle responsibility when issues like this arose?
Mr. **,
Goodman Manufacturing provides a standard warranty for this exact reason, our standard warranty is 5 years, regardless of registration. I apologize that you were not informed of the registration process by the contractor, however Goodman Manufacturing has honored the warranty on the unit.
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.
Hi Adam,
Thank you for repeating your offer and your company's policy but I do not accept. I believe it is highly illegal to sell a product at full price that is defective/broken to a customer under false pretenses that it is in good working order. If you would to make things right I will accept a 50/50 split for the labour costs. That is all I am willing to budge on. I still don't believe what you are doing is right but I would like to resolve this. I have a witness, a technician that told us the unit was sold to us defective, who came by the first day it broke back in 2006. I hope we are able to resolve this appropriately.
Regards,
[redacted]
Mr. [redacted]s,
It is true that the units had to be registered in order to receive the "Lifetime Compressor Warranty". The reason that [redacted] does not need to registered their units is because of State Law, not because Goodman Manufacturing wishes to treat customers differently. Unfortunately, I am unable to provide you with the registered coverage, unless you can provide proof that the units were registered. Please attached any documentation you may have.
Regards,
Adam G[redacted]
Manager of Consumer Affairs