[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 Sent: Monday, [redacted] **, 6:AM To: [redacted] Subject: [redacted] Complaint # [redacted] I would like to report that all issues and charges have been settled to my satisfaction.Thanks, [redacted]
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
***, Thank you for your responseIf you need anything additional please do not hesitate to ask or reach out to me directly Preston WGoodman 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 The contractors who tried to repair are :1) Green air solutions2) Chucks heating and cooling Regards,***
Mr [redacted] , I apologize about the problems that you have encountered Could you please provide the serial number(s) if your unit(s), as well as any invoices associated with the repairs? I can review your request and see if anything can be done Please be aware that if the part was replaced with an aftermarket part not authorized by Goodman, then I may not be able to refund for the cost of the part I will assist in any way I can Best Regards, Adam [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 unitBest Regards, Adam
[redacted] , We had offered your [redacted] the $dollar refund, however she had declined because she was seeking a unit replacement The unit replacement did not happen because the unit was not installed correctly, which would place responsibility for the repairs on the installing contractor Next, the warranty associated with your unit is a parts only warranty, which does not cover labor or Freon We made you an offer above and beyond your warranty and that offer was refused As a Goodwill Gesture, I will offer the $refund again I have attached the offer letter, which I will need the offer letter signed and returned for processing In the future, labor and Freon will not be covered Best Regards, [redacted]
Mr [redacted] I apologize about the confusion and the lack of empathy and attitude that you have experienced in dealing with Goodman Manufacturing While I do understand your position, company policy dictates that all units must be registered in order to receive the Registered Coverage of years I understand that you may have registered your [redacted] appliances, however [redacted] appliance is a completely different company than [redacted] HVAC products Goodman Manufacturing owns [redacted] HVAC products, however we do not own nor manufacturer [redacted] appliances If you are able to supply a registration certificate for your unit, then I would be more than happy to update the warranty coverage, otherwise the unit would be out of warranty I have attached a copy of the warranty certificate associated with your unit, which clearly defines the terms and conditions of the warranty The year warranty is not the standard warranty associated with your unit, the standard warranty is years Best Regards, Adam Manager of Homeowner Support
[redacted] , I apologize about the problems that you have encountered with your Goodman Manufacturing unit In order to properly assist, could you please provide me with a list of serial numbers, as well as any invoices you may have Could you please provide me with the contractor that is currently working on the unit? Best Regards, Adam G [redacted] Manager of Consumer Affairs
Mrs***, 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 years letter and this is the first problem since Your unit is over 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
Mr***, 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 day time frame which is why the unit had the 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
Mr***, 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
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] Again, our offer of 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 Regards, [redacted]
** [redacted] , Again, I apologize about the trouble with your unit, however our warranty clearly states that we do not cover utility bills We have made a goodwill gesture and offered $dollars towards your past expenses If you are declining our goodwill gesture, then there is nothing further that I can offer If you need further assistance with locating future servicers, please reach out to Consumer Affairs at [redacted] Best regards, [redacted] Manager of Consumer Affairs
[redacted] , You should be able to attach copies of your invoices to your BBB 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
Hi Tom, We recently received a review from you that was only rated one starWe here at Goodman Manufacturing take customer service seriously and want to ensure to respond to every homeowners concernIt seems from you review, that your unit was not registered within the original days, after installationThe Limited Warranty does require homeowners to register their units online or over the phone at (877) If a unit is registered within the day period, following installation, the unit does acquire a ten year parts warrantyUnfortunately, the warranty guidelines are specific and do not allow for backdating a registrationI do understand this was not the resolution you were seeking, but this is the policy that we must adhere toHomeowner Support Goodman Manufacturing Company, L.P.A member of [redacted] groupKermier RdWaller, TX
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 informationAt the time when the unit stopped functioning, [redacted] were not availableAnother company [redacted] were called out to troubleshoot and service the new unitThe 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 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 equipmentRegards,
[redacted] ,I have reviewed your warranty with Goodman Manufacturing and you do have registered coverage until 9/23/I do apologize for any misunderstanding concerning your registered year parts coverageYou do have 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 I saw where you made a comment that your Goodman unit is working fine nowWe 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**, 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
[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 Sent: Monday, [redacted] **, 6:AM To: [redacted] Subject: [redacted] Complaint # [redacted] I would like to report that all issues and charges have been settled to my satisfaction.Thanks, [redacted]
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
***, Thank you for your responseIf you need anything additional please do not hesitate to ask or reach out to me directly Preston WGoodman 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 The contractors who tried to repair are :1) Green air solutions2) Chucks heating and cooling Regards,***
Mr [redacted] , I apologize about the problems that you have encountered Could you please provide the serial number(s) if your unit(s), as well as any invoices associated with the repairs? I can review your request and see if anything can be done Please be aware that if the part was replaced with an aftermarket part not authorized by Goodman, then I may not be able to refund for the cost of the part I will assist in any way I can Best Regards, Adam [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 unitBest Regards, Adam
[redacted] , We had offered your [redacted] the $dollar refund, however she had declined because she was seeking a unit replacement The unit replacement did not happen because the unit was not installed correctly, which would place responsibility for the repairs on the installing contractor Next, the warranty associated with your unit is a parts only warranty, which does not cover labor or Freon We made you an offer above and beyond your warranty and that offer was refused As a Goodwill Gesture, I will offer the $refund again I have attached the offer letter, which I will need the offer letter signed and returned for processing In the future, labor and Freon will not be covered Best Regards, [redacted]
Mr [redacted] I apologize about the confusion and the lack of empathy and attitude that you have experienced in dealing with Goodman Manufacturing While I do understand your position, company policy dictates that all units must be registered in order to receive the Registered Coverage of years I understand that you may have registered your [redacted] appliances, however [redacted] appliance is a completely different company than [redacted] HVAC products Goodman Manufacturing owns [redacted] HVAC products, however we do not own nor manufacturer [redacted] appliances If you are able to supply a registration certificate for your unit, then I would be more than happy to update the warranty coverage, otherwise the unit would be out of warranty I have attached a copy of the warranty certificate associated with your unit, which clearly defines the terms and conditions of the warranty The year warranty is not the standard warranty associated with your unit, the standard warranty is years Best Regards, Adam Manager of Homeowner Support
[redacted] , I apologize about the problems that you have encountered with your Goodman Manufacturing unit In order to properly assist, could you please provide me with a list of serial numbers, as well as any invoices you may have Could you please provide me with the contractor that is currently working on the unit? Best Regards, Adam G [redacted] Manager of Consumer Affairs
Mrs***, 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 years letter and this is the first problem since Your unit is over 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
Mr***, 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 day time frame which is why the unit had the 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
Mr***, 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
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] Again, our offer of 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 Regards, [redacted]
** [redacted] , Again, I apologize about the trouble with your unit, however our warranty clearly states that we do not cover utility bills We have made a goodwill gesture and offered $dollars towards your past expenses If you are declining our goodwill gesture, then there is nothing further that I can offer If you need further assistance with locating future servicers, please reach out to Consumer Affairs at [redacted] Best regards, [redacted] Manager of Consumer Affairs
[redacted] , You should be able to attach copies of your invoices to your BBB 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
Hi Tom, We recently received a review from you that was only rated one starWe here at Goodman Manufacturing take customer service seriously and want to ensure to respond to every homeowners concernIt seems from you review, that your unit was not registered within the original days, after installationThe Limited Warranty does require homeowners to register their units online or over the phone at (877) If a unit is registered within the day period, following installation, the unit does acquire a ten year parts warrantyUnfortunately, the warranty guidelines are specific and do not allow for backdating a registrationI do understand this was not the resolution you were seeking, but this is the policy that we must adhere toHomeowner Support Goodman Manufacturing Company, L.P.A member of [redacted] groupKermier RdWaller, TX
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 informationAt the time when the unit stopped functioning, [redacted] were not availableAnother company [redacted] were called out to troubleshoot and service the new unitThe 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 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 equipmentRegards,
[redacted] ,I have reviewed your warranty with Goodman Manufacturing and you do have registered coverage until 9/23/I do apologize for any misunderstanding concerning your registered year parts coverageYou do have 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 I saw where you made a comment that your Goodman unit is working fine nowWe 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**, 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