Ms**, I apologize about your frustration, but being the unit is no longer under warranty I will be unable to assist any further Best Regards, Adam G [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
** [redacted] , Who is requesting additional information? Your contractor should be able to take whate*er part is not functioning properly to the distributor and swap that part out under warranty I'd be more than happy to ha*e someone contact your contract and figure out the delay What is your contractors name and number? [redacted] Manager of Consumer Affairs
Ms***, Goodman Manufacturing has honored the warranty that comes with the unit Unfortunately, I am unable to provide the resolution you are seeking 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: Tuesday, November 28, 8:PMTo: drteamSubject: Re: Update complaint # [redacted] Good evening,As of today, I have not received a phone call or email from Goodman ManufacturingHow am I expected to proceed at this point? Thank you[redacted] Regards,
Mr [redacted] , Thank you for your emailI 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/However, the warranty does not cover laborThe only time labor would be covered is if an extended labor contract was purchasedSince 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
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 budgingWe are at a stale mate so would like to close this complaint as not resolved as we are just going back and forthThe business already stated they will not honor the year warranty but will honor the year warranty which I was already getting before launching what was supposed to be a plea for compassion based on the information I providedAll 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 #Is the customer always right? NoAre there exceptions to company policies sometimes? YesWe 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 inquiryAs such, let's move forward with closing it as unsatisfactory and move on
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 customersProvide details of why you are not satisfied with this resolution.] 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 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 informationPlease 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] - in initial complaintPlease advise ASAP - as the unit will NOT Heat - Air handler works but the Goodman Unit does NOT Cool or Heat Regards, [redacted]
Ms [redacted] , The warranty with Goodman Manufacturing is to the effect that we will cover any part that is found faulty on the unit Company policy states that Goodman Manufacturing does not cover labor and Freon I do apologize, but I would not be able to cover the cost of repairs upfront Again, you can submit me copies for the repairs and I will review and see if there is anything I can do Regards, Adam [redacted] Manager of Consumer Affairs
MrSrour,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 dealerYour 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 distributorsIf you have any further questions and concerns please do not hesitate to call homeowner support at Preston WGoodman 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 while I disagree with their findings I have no other option but to take the financial offer since it appears it is this or nothing As long as the company sends the $to me within business days and I will consider the issue closed[redacted] ***
[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,dollars and he stated it would be $ I would be willing to pay you $ 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
***, Thank you for your emailI am sorry to read about the issue with your Goodman HVAC unitThe Goodman Manufacturing warranty applies to only parts under the standard warranty for the first five years after installation However, the warranty does not cover laborBeing 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
[redacted] , I have reviewed your case # [redacted] and I do understand your unhappiness with the issue with your home flooringYou do have both standard and registered coverage through our warranty systemOur warranty clearly states that coverage pertains to parts replacement only and does not cover costs associated with labor, freon or any other expense related to your homeGoodman Manufacturing produces quality a/c products that are sold nationwide, and our warranty is one of the best in the a/c manufacturing industryThe overall service life of an individual a/c unit and any potential parts breakage can't be estimated due to many variable factors that are not controlled by the manufacturerIf you encounter any more parts replacement issues during your warranty period Goodman Manufacturing will gladly stand by our warranty and offer parts replacement.Thank you,Steven W [redacted] Consumer Affairs ManagerGoodman Manufacturing
[redacted] , Please provide a copy of the repair invoice and I will cover half of the cost for the compressor replacement Best Regards, Adam [redacted] Manager of Consumer Affairs
Ms**, I apologize about your frustration, but being the unit is no longer under warranty I will be unable to assist any further Best Regards, Adam G [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
** [redacted] , Who is requesting additional information? Your contractor should be able to take whate*er part is not functioning properly to the distributor and swap that part out under warranty I'd be more than happy to ha*e someone contact your contract and figure out the delay What is your contractors name and number? [redacted] Manager of Consumer Affairs
Ms***, Goodman Manufacturing has honored the warranty that comes with the unit Unfortunately, I am unable to provide the resolution you are seeking Regards, Adam G [redacted] Manager of Consumer Affairs
***, I sent you the offer letter to your emailPlease sign and return Thank you, [redacted] Whitmire Manager Consumer Affairs Goodman 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: Tuesday, November 28, 8:PMTo: drteamSubject: Re: Update complaint # [redacted] Good evening,As of today, I have not received a phone call or email from Goodman ManufacturingHow am I expected to proceed at this point? Thank you[redacted] Regards,
Mr [redacted] , Thank you for your emailI 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/However, the warranty does not cover laborThe only time labor would be covered is if an extended labor contract was purchasedSince 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
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 budgingWe are at a stale mate so would like to close this complaint as not resolved as we are just going back and forthThe business already stated they will not honor the year warranty but will honor the year warranty which I was already getting before launching what was supposed to be a plea for compassion based on the information I providedAll 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 #Is the customer always right? NoAre there exceptions to company policies sometimes? YesWe 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 inquiryAs such, let's move forward with closing it as unsatisfactory and move on
[redacted] , Please send me copies of your coil replacement invoice Thank you, Steven W [redacted] Consumer Affairs Goodman 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 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 customersProvide details of why you are not satisfied with this resolution.] 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 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 informationPlease 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] - in initial complaintPlease advise ASAP - as the unit will NOT Heat - Air handler works but the Goodman Unit does NOT Cool or Heat Regards, [redacted]
Ms [redacted] , The warranty with Goodman Manufacturing is to the effect that we will cover any part that is found faulty on the unit Company policy states that Goodman Manufacturing does not cover labor and Freon I do apologize, but I would not be able to cover the cost of repairs upfront Again, you can submit me copies for the repairs and I will review and see if there is anything I can do Regards, Adam [redacted] Manager of Consumer Affairs
MrThompson, I will check on part availability Thank you, [redacted] Whitmire Consumer Affairs Goodman Manufacturing
MrSrour,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 dealerYour 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 distributorsIf you have any further questions and concerns please do not hesitate to call homeowner support at Preston WGoodman 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 while I disagree with their findings I have no other option but to take the financial offer since it appears it is this or nothing As long as the company sends the $to me within business days and I will consider the issue closed[redacted] ***
[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,dollars and he stated it would be $ I would be willing to pay you $ 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
***, Thank you for your emailI am sorry to read about the issue with your Goodman HVAC unitThe Goodman Manufacturing warranty applies to only parts under the standard warranty for the first five years after installation However, the warranty does not cover laborBeing 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
[redacted] , I have reviewed your case # [redacted] and I do understand your unhappiness with the issue with your home flooringYou do have both standard and registered coverage through our warranty systemOur warranty clearly states that coverage pertains to parts replacement only and does not cover costs associated with labor, freon or any other expense related to your homeGoodman Manufacturing produces quality a/c products that are sold nationwide, and our warranty is one of the best in the a/c manufacturing industryThe overall service life of an individual a/c unit and any potential parts breakage can't be estimated due to many variable factors that are not controlled by the manufacturerIf you encounter any more parts replacement issues during your warranty period Goodman Manufacturing will gladly stand by our warranty and offer parts replacement.Thank you,Steven W [redacted] Consumer Affairs ManagerGoodman Manufacturing
Ms***, I am unable to assistant any further Best Regards, Adam G [redacted] Manager of Consumer Affairs
[redacted] , Please provide a copy of the repair invoice and I will cover half of the cost for the compressor replacement Best Regards, Adam [redacted] Manager of Consumer Affairs