Based on the document received, the dates of the extended warranty are correct and I called into Goodman Consumer Affairs to confirm that the dates were showing on their end, a rep by the name of Damion confirmed the datesHowever, I would apprecaite it if Goodman would update the warranty dates on the "Warranty Look-Up" tool on their website as the parts warranty is not consistent with the dates on the document provided to me.Thank you!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Mrs***. Please see the below previously sent information to youWe are willing to support your licensed techniciansWe here at Goodman Manufacturing do not offer assistance in the form of, sending licensed technicians to homeowners residence for repair work. Goodman Manufacturing Mrs***, Unfortunately, we are unable to grant your request for sending somebody from the manufacture without you having your technician presentYou must have a licensed HVAC contractor on site representing you, throughout the site visitWe as a manufacture are more than willing to support your licensed technician
I am sorry for the misunderstanding. I was referring to the site visit by *** in which he referred his findings to the technical support representative. Again, the units are repairable and you have an extended contract to cover the labor. If you would like for me to find another dealer that will take the extended contract, I am more than happy to try and do so. As far as extending the coverage of the contract, I am not able to. We do not have a contract that extends past years. Again, I am sorry for you frustration however the units were not approved for replacement
Thank you, Deanna C***
Mr***,
I wanted to reach out to you and respond to your concerns regarding your Goodman Manufacturing unit. While I do understand and sympathize with your situation, company policy clearly dictates- units need to be registered within days of installation in order to receive the
full year warranty, otherwise the unit would receive the standard warranty of years. Being that you moved into a new home, you have days from the date of closing to register your unit. If you can provide documentation showing that you contacted Goodman within days of closing, then I could update the warranty. Again, company policy dictates that units that are not properly registered, do not receive the full year warranty
Best Regards,
Adam
Manager of Homeowner Support
Ms***, We are sorry to hear of your problems associated with your a/c unitPlease 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,Adam42858Homeowner Support ManagerGoodman Manufacturing
Mr***,
I apologize for the troubles that you have encountered, however I believe some of the information that you've been given is not correct. As our company policy states, our units come with a year standard manufacturer's warranty. If the unit is registered within days of
installation, then and only then does the product receive the registered coverage of years. Also, the registered coverage is only available to the original homeowner, if the home is sold then the secondary home owner receives the standard warranty of years. The year registered coverage is not available to secondary homeowners
Goodman Manufacturing has a long history of providing high quality HVAC equipment with the best warranty in the industry. As I have stated, company policy clearly states that registered coverage is not available to secondary homeowners. Therefore, your unit would not be under warranty and Goodman Manufacturing would be unable to meet your request
If you supply the serial number and model number, then I would be able to research the matter further, but base on the information you've supplied the unit is no longer under warranty
Best Regards,
*** ***
Manager of Consumer Affairs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Sunday, March 08, 8:AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** Also never got a phone callOn Mar 8, 8:AM, "*** *** ***> wrote: My case has not been resolvedI never got an email asking for an updateSo how can you close my caseMy heatpump still does not work
Regards,
Revdex.com: Adam G*** of Goodman Mfgpresented me with a viable solution for resolving the problem and I am very appreciativeThe solution was presented without the intervention of the Revdex.com
This letter is to inform you that Goodman Manufacturing Company, LP has carried out
to my satisfaction the resolution it proposed for my complaint, filed on 8/8/and assigned ID ***
Regards,*** *** *** *** ** ***
***,I will be able to offer the extended contracts for both parts and labor onlyIf you accept I can send you the contracts to sign.Thank you,Steven W***Consumer Affairs ManagerGoodman Manufacturing
*** ***,
I have tried to locate your information, however I am unable to do so. I would need the serial numbers of the units to verify your units coverage, otherwise I would be unable to assist further. I look forward to receiving the information and working on finding a solution to your problem
Regards,
*** ***
Manager of Consumer Affairs
Mr***,
Could you please provide the serial number of the coil that was not registered? I am not sure who told you that it would not receive the fully warranty, as it is company policy to give all units registered coverage, if one or more of the units is registered
Best
Regards,
Adam ***
Manager of Consumer Affairs
Ms***,
I'm sorry to read of your current issues with your Goodman A/C unit. I was able to find out that Claudine did email you today @ 11:AM. I am sorry for the delay however she has been in and out of the office and had to wait to hear back from our Technical Support
Group. Below is the findings from Tech Support in the email that she sent to you this morning.
Hello Miss ***,
I did receive your voicemail, and I do apologize for the delay in getting back with you. I have been in, and out of the office, however, I do have a status update from the technical manager that had the opportunity to speak with the current dealer that is working with your equipment. The technical manager has discussed the issue with *** *** and they had advised that they did not advise you that the units were in fact contaminated, just that there was a “possibility” contamination got in from the previous servicer *** *** *** *** since they did not see how the repairs were actually done. After consulting with the technician from *** he explained that the chattering noise in the piston can be a sign of contamination, however, he can do a repair, and when a proper vacuum is pulled on the system they would be able to clean up the system, and make it run properly again. He also explained to *** if they want to sign up to be able to do the repair under the *** extended warranty program all they would need to is submit some paperwork with them, however, this is ultimately the dealers choice if they want to or not. If *** does not want to do the repair, he advised there is a company by the name of *** *** that does work in the extended warranty program, and would be able to do the work if you should need to contact another dealer.
So at this point, I would suggest discussing this with your current dealer *** and see if they will do the necessary repair needed. If for whatever reason, they need any assistance, they are able to reach back out to the technical manager, and he will be able to assist them on the technical side at that point
Again, I apologize for the delay, however, I did want to let you know that your case has been discussed with the distributor and this is the outcome. The technical manager has advised that he will not replace the units at this time as you had originally requested
Thank you,
Claudine F*
Consumer Affairs Lead
Goodman Manufacturing Company LP
A member of Daikin Group
*** office
*** fax
***
*** ***,
As stated before, Goodman Manufacturing will supply the compressor, however we will be unable to assist with the labor to fix the unit. Again, this is company policy and has been reiterated multiple times on different levels. The only remedy in this situation is to replace the part under warranty, otherwise Goodman Manufacturing will be unable to assist further
Regards,
*** ***
*** ** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Thank you, Adam! I appreciate your timely response and your attention to this matterYou proven to be very professional and attentive in your dealingsI believe you are an invaluable asset to your companyWe have struggled for quite some time with this issue (over years). You have lifted a very dark hot humid cloud off of my family's shoulders.I am glad we were able to resolve this appropriately. I will call a technician to come by. We will be in touch.Kind Regards,***
Dear Mrs***, Again, I do apologize for the inconvenience this may have causedOur limited warranty documents state the options you have to process the registration for your units purchasedWhen any form of documentation is mailed to our facility, we highly recommend sending this via certified mail or calling into our Homeowner Support department to confirm receipt of this documentationAny form of mail that is not sent via certified mail and requires a signature, is not guaranteed to be delivered to the addressed recipientOur policy on registrations does stand firm and does not allow for any exceptions to be made in its regardWe firmly stand behind our units and abide by the company policies set in placeThe additional years registered coverage applied to our HVAC equipment is at no cost to the homeowner and complimentaryHowever, the time frame allotted to process this does applyWe guarantee our equipment and all parts installed within the unit for a total of years regardless of registered coverageEach one of the stipulations is clearly noted in the Limited Warranty document you have been provided with at the time of purchase for this unit Regards, Megan Daikin Homeowner Support
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
While I am neither accepting or rejecting a resolution to my complaint about my Goodman hvac unit, I am asking why MrG*** is requesting information about my hvac? All of this info was sent to Goodman MfgCoon Nov.22, 2014. It was sent to the Consumer Affairs Dept., Security Way, Houston, Texas 77040. I called about two weeks later and talked to Laeisha. She told me that my letter had been received and the complaint had been turned over to Caroline. I have called 1-877-381-and asked to speak to Caroline , but I was asked to leave a message. None of my messages have been answered! All of the information that MrG*** requested was in the letter except the last three service calls, including the call by the Goodman service representative MrRichard G***. I did not get any service call invoices for these calls because I was not charged. I still have the same problem with the hvac!! Complaint ID ***
We are sorry to hear of your problems associated with your a/c unitPlease 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me, however I strongly belive that I should also receive the lifetime warranty as I have been advised by the builder and the installer that the unit registration was completed and mailed to Goodman during the alloted timeframe to qualify for the coverage. Further proof of this is the fact that on the Goodman website when searching for warranty coverage, it lists my last name along with the serial# of the unit that was installedHad the warranty card not been received, how would have record of my last names associated with this unit?
***,
I apologize about the problems that you have encountered. While I do understand your stance, Company Policy clearly states that a unit must be registered in order to be covered for the year warranty. The Standard Manufacturer's warranty is for years, IF the unit is registered,
then it will receive a year warranty. I cannot give your unit the registered coverage of years, however if you supply me the invoices in which you paid for Freon and leak stop, I would be willing to review and see if I can reimburse you for some of those charges. Also, please supply the serial numbers of your units
Best Regards,
Adam ***
Manager of Consumer Affairs
***, We are sorry to hear of your problems associated with your a/c unitPlease 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,Adam ***Supervisor of Homeowner SupportGoodman Manufacturing
Based on the document received, the dates of the extended warranty are correct and I called into Goodman Consumer Affairs to confirm that the dates were showing on their end, a rep by the name of Damion confirmed the datesHowever, I would apprecaite it if Goodman would update the warranty dates on the "Warranty Look-Up" tool on their website as the parts warranty is not consistent with the dates on the document provided to me.Thank you!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Mrs***. Please see the below previously sent information to youWe are willing to support your licensed techniciansWe here at Goodman Manufacturing do not offer assistance in the form of, sending licensed technicians to homeowners residence for repair work. Goodman Manufacturing Mrs***, Unfortunately, we are unable to grant your request for sending somebody from the manufacture without you having your technician presentYou must have a licensed HVAC contractor on site representing you, throughout the site visitWe as a manufacture are more than willing to support your licensed technician
I am sorry for the misunderstanding. I was referring to the site visit by *** in which he referred his findings to the technical support representative. Again, the units are repairable and you have an extended contract to cover the labor. If you would like for me to find another dealer that will take the extended contract, I am more than happy to try and do so. As far as extending the coverage of the contract, I am not able to. We do not have a contract that extends past years. Again, I am sorry for you frustration however the units were not approved for replacement
Thank you, Deanna C***
Mr***,
I wanted to reach out to you and respond to your concerns regarding your Goodman Manufacturing unit. While I do understand and sympathize with your situation, company policy clearly dictates- units need to be registered within days of installation in order to receive the
full year warranty, otherwise the unit would receive the standard warranty of years. Being that you moved into a new home, you have days from the date of closing to register your unit. If you can provide documentation showing that you contacted Goodman within days of closing, then I could update the warranty. Again, company policy dictates that units that are not properly registered, do not receive the full year warranty
Best Regards,
Adam
Manager of Homeowner Support
Ms***, We are sorry to hear of your problems associated with your a/c unitPlease 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,Adam42858Homeowner Support ManagerGoodman Manufacturing
Mr***,
I apologize for the troubles that you have encountered, however I believe some of the information that you've been given is not correct. As our company policy states, our units come with a year standard manufacturer's warranty. If the unit is registered within days of
installation, then and only then does the product receive the registered coverage of years. Also, the registered coverage is only available to the original homeowner, if the home is sold then the secondary home owner receives the standard warranty of years. The year registered coverage is not available to secondary homeowners
Goodman Manufacturing has a long history of providing high quality HVAC equipment with the best warranty in the industry. As I have stated, company policy clearly states that registered coverage is not available to secondary homeowners. Therefore, your unit would not be under warranty and Goodman Manufacturing would be unable to meet your request
If you supply the serial number and model number, then I would be able to research the matter further, but base on the information you've supplied the unit is no longer under warranty
Best Regards,
*** ***
Manager of Consumer Affairs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Sunday, March 08, 8:AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** Also never got a phone callOn Mar 8, 8:AM, "*** *** ***> wrote: My case has not been resolvedI never got an email asking for an updateSo how can you close my caseMy heatpump still does not work
Regards,
Revdex.com: Adam G*** of Goodman Mfgpresented me with a viable solution for resolving the problem and I am very appreciativeThe solution was presented without the intervention of the Revdex.com
This letter is to inform you that Goodman Manufacturing Company, LP has carried out
to my satisfaction the resolution it proposed for my complaint, filed on 8/8/and assigned ID ***
Regards,*** *** *** *** ** ***
***,I will be able to offer the extended contracts for both parts and labor onlyIf you accept I can send you the contracts to sign.Thank you,Steven W***Consumer Affairs ManagerGoodman Manufacturing
*** ***,
I have tried to locate your information, however I am unable to do so. I would need the serial numbers of the units to verify your units coverage, otherwise I would be unable to assist further. I look forward to receiving the information and working on finding a solution to your problem
Regards,
*** ***
Manager of Consumer Affairs
Mr***,
Could you please provide the serial number of the coil that was not registered? I am not sure who told you that it would not receive the fully warranty, as it is company policy to give all units registered coverage, if one or more of the units is registered
Best
Regards,
Adam ***
Manager of Consumer Affairs
Ms***,
*
I'm sorry to read of your current issues with your Goodman A/C unit. I was able to find out that Claudine did email you today @ 11:AM. I am sorry for the delay however she has been in and out of the office and had to wait to hear back from our Technical Support
Group. Below is the findings from Tech Support in the email that she sent to you this morning.
Hello Miss ***,
I did receive your voicemail, and I do apologize for the delay in getting back with you. I have been in, and out of the office, however, I do have a status update from the technical manager that had the opportunity to speak with the current dealer that is working with your equipment. The technical manager has discussed the issue with *** *** and they had advised that they did not advise you that the units were in fact contaminated, just that there was a “possibility” contamination got in from the previous servicer *** *** *** *** since they did not see how the repairs were actually done. After consulting with the technician from *** he explained that the chattering noise in the piston can be a sign of contamination, however, he can do a repair, and when a proper vacuum is pulled on the system they would be able to clean up the system, and make it run properly again. He also explained to *** if they want to sign up to be able to do the repair under the *** extended warranty program all they would need to is submit some paperwork with them, however, this is ultimately the dealers choice if they want to or not. If *** does not want to do the repair, he advised there is a company by the name of *** *** that does work in the extended warranty program, and would be able to do the work if you should need to contact another dealer.
So at this point, I would suggest discussing this with your current dealer *** and see if they will do the necessary repair needed. If for whatever reason, they need any assistance, they are able to reach back out to the technical manager, and he will be able to assist them on the technical side at that point
Again, I apologize for the delay, however, I did want to let you know that your case has been discussed with the distributor and this is the outcome. The technical manager has advised that he will not replace the units at this time as you had originally requested
Thank you,
Claudine F
Consumer Affairs Lead
Goodman Manufacturing Company LP
A member of Daikin Group
*** office
*** fax
***
*** ***,
As stated before, Goodman Manufacturing will supply the compressor, however we will be unable to assist with the labor to fix the unit. Again, this is company policy and has been reiterated multiple times on different levels. The only remedy in this situation is to replace the part under warranty, otherwise Goodman Manufacturing will be unable to assist further
Regards,
*** ***
*** ** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Thank you, Adam! I appreciate your timely response and your attention to this matterYou proven to be very professional and attentive in your dealingsI believe you are an invaluable asset to your companyWe have struggled for quite some time with this issue (over years). You have lifted a very dark hot humid cloud off of my family's shoulders.I am glad we were able to resolve this appropriately. I will call a technician to come by. We will be in touch.Kind Regards,***
Dear Mrs***, Again, I do apologize for the inconvenience this may have causedOur limited warranty documents state the options you have to process the registration for your units purchasedWhen any form of documentation is mailed to our facility, we highly recommend sending this via certified mail or calling into our Homeowner Support department to confirm receipt of this documentationAny form of mail that is not sent via certified mail and requires a signature, is not guaranteed to be delivered to the addressed recipientOur policy on registrations does stand firm and does not allow for any exceptions to be made in its regardWe firmly stand behind our units and abide by the company policies set in placeThe additional years registered coverage applied to our HVAC equipment is at no cost to the homeowner and complimentaryHowever, the time frame allotted to process this does applyWe guarantee our equipment and all parts installed within the unit for a total of years regardless of registered coverageEach one of the stipulations is clearly noted in the Limited Warranty document you have been provided with at the time of purchase for this unit Regards, Megan Daikin Homeowner Support
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
While I am neither accepting or rejecting a resolution to my complaint about my Goodman hvac unit, I am asking why MrG*** is requesting information about my hvac? All of this info was sent to Goodman MfgCoon Nov.22, 2014. It was sent to the Consumer Affairs Dept., Security Way, Houston, Texas 77040. I called about two weeks later and talked to Laeisha. She told me that my letter had been received and the complaint had been turned over to Caroline. I have called 1-877-381-and asked to speak to Caroline , but I was asked to leave a message. None of my messages have been answered! All of the information that MrG*** requested was in the letter except the last three service calls, including the call by the Goodman service representative MrRichard G***. I did not get any service call invoices for these calls because I was not charged. I still have the same problem with the hvac!! Complaint ID ***
We are sorry to hear of your problems associated with your a/c unitPlease 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me, however I strongly belive that I should also receive the lifetime warranty as I have been advised by the builder and the installer that the unit registration was completed and mailed to Goodman during the alloted timeframe to qualify for the coverage. Further proof of this is the fact that on the Goodman website when searching for warranty coverage, it lists my last name along with the serial# of the unit that was installedHad the warranty card not been received, how would have record of my last names associated with this unit?
***,
I apologize about the problems that you have encountered. While I do understand your stance, Company Policy clearly states that a unit must be registered in order to be covered for the year warranty. The Standard Manufacturer's warranty is for years, IF the unit is registered,
then it will receive a year warranty. I cannot give your unit the registered coverage of years, however if you supply me the invoices in which you paid for Freon and leak stop, I would be willing to review and see if I can reimburse you for some of those charges. Also, please supply the serial numbers of your units
Best Regards,
Adam ***
Manager of Consumer Affairs
***, We are sorry to hear of your problems associated with your a/c unitPlease 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,Adam ***Supervisor of Homeowner SupportGoodman Manufacturing