Revdex.com:Per your request I have attached the 2-page contract for my heat pump which includes the serial number and the clearly stated 10 year warrantee. The issue is that I was not the owner when the heat pump was installed. I have been told by the installing contractor that the warrantee does not extend past that owner. My attorney, however, tells me that unless the contract specifies something different, the warrantee stands and passes to subsequent owners. As you see in the attached contract, the only reference to warrantee is the fact that it is for 10 years, Thank you for your assistance.
[redacted] I apologize about the problems that you have encountered with your unit. I have reached out to our technical representative who is planning on making a site visit next week with your contractor. He will inspect the unit and make his recommendation after the site...
[redacted],I have reviewed your warranty with Goodman Manufacturing and you do have registered coverage until 9/23/2023. I do apologize for any misunderstanding concerning your registered 10 year parts coverage. You do have 10 year parts coverage.I also looked up your case history with Consumer...
Affairs and have reviewed your entire case history since you made contact with our Consumer Affairs Department in June 2015. I saw where you made a comment that your Goodman unit is working fine now. We truly hope that your a/c unit has many years of reliable service and if any issue develops please contact us so we can assist you in locating a suitable a/c dealer to assist you.Thank you,Steven [redacted]Consumer Affairs ManagerGoodman Manufacturing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
Sent: Wednesday, [redacted] 03, 2014 3:23 PM To: [redacted] Subject: [redacted] Complaint #[redacted] As you have requested the model # is [redacted] and the serial # is [redacted] for the outside unit. The serial # for the upstairs unit is [redacted]. The outside unit was replaced at one time after multiple service calls and multiple compressor replacements. As soon as the labor warranty expired we incurred a complete failure of the upstairs unit. This failure probably occurred at the end of the summer while still under warranty but was not discovered until November when it would not heat at all. Having been 3 months past the 5 year labor warranty [redacted] billed us over $637.00 labor and informed me that I would have to contact you. This unit has never performed at what I would call an acceptable level. If you could help me at this time I would greatly appreciate you assistance. Thank you, [redacted]
Regards,
[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 will accept this extra labor warranty what needs to been done to get this unit up and going does my tech submit the invoice or am I to pay the tech and get reimbursed from Goodman?
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.
Our complaint has not been addressed at all by business [redacted] and should remain open with Revdex.com. Thank you.
Regards,
[redacted],Our warranty policy requires registration within 60 days for 10 year registered parts coverage, if not registered within this time frame units automatically assume a 5 year parts warranty. Within the first year of unit ownership you do have the option to purchase an extended labor...
and or parts contract for your units. Normally these are purchased from a local dealer, if you choose we can assist you with a manufacture direct extended contract purchase.Thank you,Steven [redacted]Manager Consumer AffairsGoodman Manufacturing
Mr. [redacted], Our Technical Manager has reached out to us and confirmed that the sight visit will be performed on 10-12-2016 at 10:30. Any further communication will be completed through your contractor and the Technical Manager. We hope to recitify the problems and determine a solution rapidly. Thank you Megan[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.
To better assist you, please provide the model and serial number to your complete system. This may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s).
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]It has been over three weeks since Goodman Manufacturing has forwarded my complaint to higher management for determination on a refund or not. This is plenty of time and I expect an answer. This is not a corporate merger decision or a class action law suit litigation, it is a 4,138.00 refund. I also want to know what Revdex.com's reproductions are against this company when presented independent findings showing Goodman acted in bad faith, refused to negotiate with me and refused to see the HVAC technicians videos and pictures proving the manufacturer defect. This weekend I plan to work up evidence regarding this dispute to the [redacted]. I have waited long enough.
[Provide details of why you are not satisfied with this resolution.]
Regards,
**. [redacted],
Again, Goodman Manufacturing gave you a labor warranty in which your repair company should utilize. Your contractor needs to replace whatever parts necessary in order to get your unit working properly. All repairs are handled through your local contractor, they are the one's that you need to work with moving forward. Goodman Manufacturing is not dragging their feet, as we have ensured your product is under warranty. Please work with your contractor to make the proper repairs.
Regards,
[redacted]
Manager of Consumer Affairs
Ms. **,
I apologize, however there is nothing further that can be done. This unit is no longer under warranty and I cannot honor a warranty on a product that does not have a warranty.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
Mr. Srour,I am very sorry about the situation regarding your Goodman HVAC unit. Per the Goodman Manufacturing Warranty, parts only are covered as a part for part exchange which is submitted for reimbursement as a warranty claim by the dealer. Your coverage is for parts only therefore I will not be able to assist with labor or lost rental revenue charges.As previously stated we do not test all parts that are returned from distributors. If you have any further questions and concerns please do not hesitate to call homeowner support at 877 254 4729. Preston WGoodman Manufacturing
Ms. [redacted],
I will pass the information along to our Warranty Department, but there is nothing further that can be done.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
Mr. [redacted],
I would be more than happy to assist you in finding a solution to your problem, however I am not showing any record of the serial numbers or any other information being forwarded to the Consumer Affairs Department. Could you please provide the serial number of your unit, as...
well as the contact information for the independent contractor that installed your unit. Once I receive this information, then I will inquire about sending out a technical representative to inspect the unit, as well as the installation.
Best Regards,
[redacted]
Manager of Consumer Affairs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Regards,
At this point neither of us are budging. We are at a stale mate so would like to close this complaint as not resolved as we are just going back and forth. The business already stated they will not honor the 10 year warranty but will honor the 5 year warranty which I was already getting before launching what was supposed to be a plea for compassion based on the information I provided. All businesses have someone in their company with the authority to make exceptions but we have seen here demonstrated a company who will fight you to the very end over something that defies customer service rule #1. Is the customer always right? No. Are there exceptions to company policies sometimes? Yes. We are now wasting time for myself, the company and the Revdex.com so how do we close this as no satisfied with results without continuing this back and forth with the same responses? I am not marking this as accepting their answer because they have offered me nothing other than what I had before launching the inquiry. As such, let's move forward with closing it as unsatisfactory and move on.
Revdex.com:Per your request I have attached the 2-page contract for my heat pump which includes the serial number and the clearly stated 10 year warrantee. The issue is that I was not the owner when the heat pump was installed. I have been told by the installing contractor that the warrantee does not extend past that owner. My attorney, however, tells me that unless the contract specifies something different, the warrantee stands and passes to subsequent owners. As you see in the attached contract, the only reference to warrantee is the fact that it is for 10 years, Thank you for your assistance.
[redacted] I apologize about the problems that you have encountered with your unit. I have reached out to our technical representative who is planning on making a site visit next week with your contractor. He will inspect the unit and make his recommendation after the site...
visit. Regards, [redacted]
[redacted],I have reviewed your warranty with Goodman Manufacturing and you do have registered coverage until 9/23/2023. I do apologize for any misunderstanding concerning your registered 10 year parts coverage. You do have 10 year parts coverage.I also looked up your case history with Consumer...
Affairs and have reviewed your entire case history since you made contact with our Consumer Affairs Department in June 2015. I saw where you made a comment that your Goodman unit is working fine now. We truly hope that your a/c unit has many years of reliable service and if any issue develops please contact us so we can assist you in locating a suitable a/c dealer to assist you.Thank you,Steven [redacted]Consumer Affairs ManagerGoodman Manufacturing
Ms. [redacted],
I am unable to assistant any further.
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: Wednesday, [redacted] 03, 2014 3:23 PM To: [redacted] Subject: [redacted] Complaint #[redacted] As you have requested the model # is [redacted] and the serial # is [redacted] for the outside unit. The serial # for the upstairs unit is [redacted]. The outside unit was replaced at one time after multiple service calls and multiple compressor replacements. As soon as the labor warranty expired we incurred a complete failure of the upstairs unit. This failure probably occurred at the end of the summer while still under warranty but was not discovered until November when it would not heat at all. Having been 3 months past the 5 year labor warranty [redacted] billed us over $637.00 labor and informed me that I would have to contact you. This unit has never performed at what I would call an acceptable level. If you could help me at this time I would greatly appreciate you assistance. Thank you, [redacted]
Regards,
Mr. [redacted],
I have called our Technical Representative and am waiting on a call back. I will have him and [redacted] try and schedule this ASAP.
Regards,
[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.
I will accept this extra labor warranty what needs to been done to get this unit up and going does my tech submit the invoice or am I to pay the tech and get reimbursed from Goodman?
[redacted],
Please send me copies of your coil replacement invoice.
Thank you,
Steven W[redacted]
Consumer Affairs
Goodman Manufacturing
Ms. **,
I apologize for the problems that you have encountered with your unit. Please provide the serial number of the unit, so I can properly assist.
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.
Our complaint has not been addressed at all by business [redacted] and should remain open with Revdex.com. Thank you.
Regards,
[redacted],Our warranty policy requires registration within 60 days for 10 year registered parts coverage, if not registered within this time frame units automatically assume a 5 year parts warranty. Within the first year of unit ownership you do have the option to purchase an extended labor...
and or parts contract for your units. Normally these are purchased from a local dealer, if you choose we can assist you with a manufacture direct extended contract purchase.Thank you,Steven [redacted]Manager Consumer AffairsGoodman Manufacturing
Mr. [redacted], Our Technical Manager has reached out to us and confirmed that the sight visit will be performed on 10-12-2016 at 10:30. Any further communication will be completed through your contractor and the Technical Manager. We hope to recitify the problems and determine a solution rapidly. Thank you Megan[redacted]
Dear [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.
To better assist you, please provide the model and serial number to your complete system. This may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s).
Thank you,
[redacted]
Consumer Affairs Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]It has been over three weeks since Goodman Manufacturing has forwarded my complaint to higher management for determination on a refund or not. This is plenty of time and I expect an answer. This is not a corporate merger decision or a class action law suit litigation, it is a 4,138.00 refund. I also want to know what Revdex.com's reproductions are against this company when presented independent findings showing Goodman acted in bad faith, refused to negotiate with me and refused to see the HVAC technicians videos and pictures proving the manufacturer defect. This weekend I plan to work up evidence regarding this dispute to the [redacted]. I have waited long enough.
[Provide details of why you are not satisfied with this resolution.]
Regards,
**. [redacted],
Again, Goodman Manufacturing gave you a labor warranty in which your repair company should utilize. Your contractor needs to replace whatever parts necessary in order to get your unit working properly. All repairs are handled through your local contractor, they are the one's that you need to work with moving forward. Goodman Manufacturing is not dragging their feet, as we have ensured your product is under warranty. Please work with your contractor to make the proper repairs.
Regards,
[redacted]
Manager of Consumer Affairs
Ms. **,
I apologize, however there is nothing further that can be done. This unit is no longer under warranty and I cannot honor a warranty on a product that does not have a warranty.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
Mr. Srour,I am very sorry about the situation regarding your Goodman HVAC unit. Per the Goodman Manufacturing Warranty, parts only are covered as a part for part exchange which is submitted for reimbursement as a warranty claim by the dealer. Your coverage is for parts only therefore I will not be able to assist with labor or lost rental revenue charges.As previously stated we do not test all parts that are returned from distributors. If you have any further questions and concerns please do not hesitate to call homeowner support at 877 254 4729. Preston WGoodman Manufacturing
Ms. [redacted],
I will pass the information along to our Warranty Department, but there is nothing further that can be done.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
Mr. [redacted],
I would be more than happy to assist you in finding a solution to your problem, however I am not showing any record of the serial numbers or any other information being forwarded to the Consumer Affairs Department. Could you please provide the serial number of your unit, as...
well as the contact information for the independent contractor that installed your unit. Once I receive this information, then I will inquire about sending out a technical representative to inspect the unit, as well as the installation.
Best Regards,
[redacted]
Manager of Consumer Affairs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Regards,
At this point neither of us are budging. We are at a stale mate so would like to close this complaint as not resolved as we are just going back and forth. The business already stated they will not honor the 10 year warranty but will honor the 5 year warranty which I was already getting before launching what was supposed to be a plea for compassion based on the information I provided. All businesses have someone in their company with the authority to make exceptions but we have seen here demonstrated a company who will fight you to the very end over something that defies customer service rule #1. Is the customer always right? No. Are there exceptions to company policies sometimes? Yes. We are now wasting time for myself, the company and the Revdex.com so how do we close this as no satisfied with results without continuing this back and forth with the same responses? I am not marking this as accepting their answer because they have offered me nothing other than what I had before launching the inquiry. As such, let's move forward with closing it as unsatisfactory and move on.