*** ***,
I apologize about the issues that you have experienced with your Goodman Manufacturing product. Unfortunately, I do not have any information on your system, therefore I am unable to see the repair history. In order to properly assist you, please provide the model and
serial number(s) for all your products. Also, please attach the receipts of any work performed on these units and the name and telephone number of the contractor that has been working on the units. We can work to supply a technical representative to diagnose the problem and decide the best action plan moving forward
Best Regards,
*** ***
*** ** *** ***
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
This does not solve the issue that our HVAC system has quit times in 1/years
[Provide details of why you are not satisfied with this resolution.]
Regards,
Mr***,
Please attach an invoice showing what you had paid for the repair. I need to see how much you were charged for the capacitor
Regards,
Adam ***
Manager of Consumer Affairs
Goodman Manufacturing can not guarantee a dealer within in a certain distance of a homeowner, as most areas vary in populationHowever, If you need assistance in finding a company that is willing to dell you the extended warranty, please call homeowner support at 4729, to further assist you. Goodman Manufacturing Homeowner Support
Mrand Mrs***, Goodman Manufacturing will at no charge to you have a regional technical manager preform a site visitHowever, if a site visit is requested a dealer/contractor of you choice will need to be on siteThe homeowner is responsible for the cost of having their own dealer on siteGoodman Manufacturing will only offer the manufacture parts warranty on all mechanical and electrical parts, as per our warranty documentationThe homeowner is responsible for the cost of labor for a warranty part exchange or unit exchange, unless an extended service agreement was purchased in the first year of the units life. Goodman Manufacturing
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
This is becoming a pattern You have until Monday to get something done This has been a long and drawn out process for no reason I keep having to leave work early while your company keeps having my unit inspected I deploy very soon, literally days away I called *** per your request and we are going on week since my call to *** with no progress
Regards,
Mr***
I apologize about the troubles that you have encountered. However, this is the reason that we do not sell or recommend purchasing your unit on-line. The company the unit was purchased from is not an authorized Distributor of Goodman Manufacturing equipment, we are unable to control shipping and the quality/integrity of the product during the shipping process. Goodman Manufacturing honors the warranty for a unit purchased on-line, however your recourse would be with the On-line company that you purchased the unit from. When you decide to purchase a unit on-line the warranty process and unit replacement requests need to go back to *** ***
Best Regards,
Adam G***
Manager of Consumer Affairs
Mr***,
I have an email out to our technical representative in your area and will try and get this resolved ASAP. Who were you working with in Consumer Affairs?
Regards,
Adam ***'
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
Dear Adam:Attached is a signed copy of offer letter
Regards,
*** ***
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 Purchasing a brand new HVAC system is a very expensive purchase and in my opinion should be treated/covered by lemon lawsI understand that technically your warranty does not cover anything except partsI have sat here and read many past Revdex.com complaints against your company, and in the last year I have seen you make many exceptions and contribute partial reimbursements to many other complaints for labor/freon, in many cases for units much older than mine I implore you to consider a good faith exception on my part as wellIf you truly stand by the high quality of your products, then you will have to admit that having a compressor go bad in about year of use is a sign of a defective poorly made unitAre you going to claim to me that a customer that purchases a heat pump from Goodman should EXPECT it to need major repairs year later? I was under the impression I was purchasing a properly made new unit from your , but instead was given a defective lemonThe diagnostics/labor/freon/ cost to me was over $1,which is a financial hardship to meIt is the middle of winter, and I had no choice but to repair the unit that was heating my houseIf you care about your customers satisfaction in the least, then you can offer me some form of financial reliefHopefully you do not find it acceptable that your expensive brand new heat pump only lasts one year, when your website says "our customers can be assured that Goodman brand air conditioning and heating systems meet the highest industry standards"
Regards,*** ***
*** ***,
I have submitted your request for review to see if I am able to refund the amount requested. I should hear back shortly
Best Regards,
Adam G***
Manager of Consumer Affairs
Mrs***,
I apologize about the troubles you have encountered with your warranty. Please provide the serial number of your unit, along with the repair invoice and I can look into reimbursing your for the parts. Again, I apologize about the confusion
Best Regards,
Adam
***
Manager of Consumer Affairs
Ms***,
I apologize about the issues that you have encountered with your Goodman Manufacturing unit. While I do sympathize with your situation, Company policy and your warranty certificate clearly state that Service Calls, Freon, and electric bills are not covered under warranty.
However, I understand your frustration, therefore I would be willing to cover the cost of the Freon for the amount of $248.65. I would be unable to pay the diagnostic fees, or the electric bill. If you accept, please let me know and I will forward you an offer letter for $
Best regards,
Adam G***
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(based on past history as stated below)
as stated to Revdex.com, the serial #, and model# was sent to *** *** in your office on 2/2/ To repeat: model # ***, serial # ***, installed on 4/26/ the company who installed the original equipment, which broke down in years, and installed the replacement on 4/26/was *** *** * *** of *** ***, MO ***, phone # *** the installer and his local expert he enlisted, spoke to your tech specialists on my phone trying to resolve the issue your customer administrator, and your tech specialists were not helpful in resolving this issue when requested by me or the installers I hope your involvement will improve this situation.
I have a copy of the email sent to Ms***, if your are in need of it.*** * ***
Mr***,
I apologize about the problems that you are encountering with your Goodman Manufacturing unit. In order to properly assist, I would need you to supply me with the serial numbers of the unit that has failed, as well as the contractor that you are using. Goodman Manufacturing
does not have contractors that work on the units, as all repairs are made by independent contractors
Best Regards,
Adam G***
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.the part was not replaced during the site visit my service person ordered it, and it was received about a month later(?) the service person is waiting for a return trip by your specialist to install the part, since your guy said he would return it amazes me that the heat pump has not worked since it was installed as a replacement in april ' could you light a fire underneath the service person and your expert to get this done sooner rather than later thanks
Regards,
*** ***
Mr***,
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 qualityGoodman’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
In order to properly assess the claims with your unit, could you please provide the invoices associated with your repairs? I will then review the invoices and be able to make an informed decision on how to proceed further
Best Regards,
*** ***
*** ** *** ***
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.]the first question I asked in my last post was this:Are HVAC technicians licensed by state (i.eIndiana in this case)? Are these licensed technicians trained specifically by Goodman manufacturing to install, maintain & repair Goodman units?You responded "a technical representative can be on location at no cost to oversee the diagnostics and repair of the unit." However, we are expected to pay for the service call/repair costs from a local licensed HVAC technician?Following this are we expected to assume the cost for repairs? IF SO, WE WILL NOT AGREE TO WHAT YOU ARE PROPOSING.As I have stated multiple times, at what point does Goodman take responsibility for the repair and/or replacement costs? To date, we have spent large sums of money in an attempt to get this unit operating & it continues to be non operationalWe have done absolutely nothing to cause this unit to fail.As I stated in my last response, whom & where should our attorney send a letter regarding this ongoing, unresolved issue?Please address ALL of our questions.Respectully,*** * *** ***
*** * *** ***AT what point is there compromise from Goodman?Once again, as consumers we purchased your unit in good faith from a supposedly reputable dealer/technician.
Regards,
Revdex.com:
First, I am not going away on this matter.Second, I understand you are not going to replace the Units, but you could provide a better solution that just "Repairable" each time. Due to all the issues with these units, then lets go with Goodman Mfg, extending the Extended Warranty from years to years to make up for all the problems with these units that we have experienced with the last years.Thirdly, You state in your comment "Per Site Visit" well, you are wrong there cause Goodman Mfg nor has Goodman Mfg Technicians have not been to our home and have not done a "Site Visit". So I don't know where you are getting that information from because it is "False".Now, before you send me a reply with those types of statements "Per Site Visit" you should know the correct Facts. Because if Claudine F* informed you of a Site Visit, she is incorrect telling you that information cause It Never Happen. *** ***
Thank you for your emailI am sorry to read about the issue with your Goodman HVAC unit. The reason your warranty claim was sent back is that we do not process warranty claims as that is handled through our distributors and because Goodman does not sell directly to
the public. The company that sold you the part needs to submit the claim directly to Goodman in the same manner as all distributors. In the future, to avoid this type of situation, please contact a local dealer who will purchase the part from a distributor. If the unit is covered under warranty, you should not be charged for the part. I am sorry for the inconvenience however this is the warranty process
Thank you,
Deanna ***
Lead Agent - Consumer Affairs
Goodman Manufacturing
*** ***,
I apologize about the issues that you have experienced with your Goodman Manufacturing product. Unfortunately, I do not have any information on your system, therefore I am unable to see the repair history. In order to properly assist you, please provide the model and
serial number(s) for all your products. Also, please attach the receipts of any work performed on these units and the name and telephone number of the contractor that has been working on the units. We can work to supply a technical representative to diagnose the problem and decide the best action plan moving forward
Best Regards,
*** ***
*** ** *** ***
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
This does not solve the issue that our HVAC system has quit times in 1/years
[Provide details of why you are not satisfied with this resolution.]
Regards,
Mr***,
Please attach an invoice showing what you had paid for the repair. I need to see how much you were charged for the capacitor
Regards,
Adam ***
Manager of Consumer Affairs
Goodman Manufacturing can not guarantee a dealer within in a certain distance of a homeowner, as most areas vary in populationHowever, If you need assistance in finding a company that is willing to dell you the extended warranty, please call homeowner support at 4729, to further assist you. Goodman Manufacturing Homeowner Support
Mrand Mrs***, Goodman Manufacturing will at no charge to you have a regional technical manager preform a site visitHowever, if a site visit is requested a dealer/contractor of you choice will need to be on siteThe homeowner is responsible for the cost of having their own dealer on siteGoodman Manufacturing will only offer the manufacture parts warranty on all mechanical and electrical parts, as per our warranty documentationThe homeowner is responsible for the cost of labor for a warranty part exchange or unit exchange, unless an extended service agreement was purchased in the first year of the units life. Goodman Manufacturing
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
This is becoming a pattern You have until Monday to get something done This has been a long and drawn out process for no reason I keep having to leave work early while your company keeps having my unit inspected I deploy very soon, literally days away I called *** per your request and we are going on week since my call to *** with no progress
Regards,
Mr***
I apologize about the troubles that you have encountered. However, this is the reason that we do not sell or recommend purchasing your unit on-line. The company the unit was purchased from is not an authorized Distributor of Goodman Manufacturing equipment, we are unable to control shipping and the quality/integrity of the product during the shipping process. Goodman Manufacturing honors the warranty for a unit purchased on-line, however your recourse would be with the On-line company that you purchased the unit from. When you decide to purchase a unit on-line the warranty process and unit replacement requests need to go back to *** ***
Best Regards,
Adam G***
Manager of Consumer Affairs
Mr***,
I have an email out to our technical representative in your area and will try and get this resolved ASAP. Who were you working with in Consumer Affairs?
Regards,
Adam ***'
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
Dear Adam:Attached is a signed copy of offer letter
Regards,
*** ***
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 Purchasing a brand new HVAC system is a very expensive purchase and in my opinion should be treated/covered by lemon lawsI understand that technically your warranty does not cover anything except partsI have sat here and read many past Revdex.com complaints against your company, and in the last year I have seen you make many exceptions and contribute partial reimbursements to many other complaints for labor/freon, in many cases for units much older than mine I implore you to consider a good faith exception on my part as wellIf you truly stand by the high quality of your products, then you will have to admit that having a compressor go bad in about year of use is a sign of a defective poorly made unitAre you going to claim to me that a customer that purchases a heat pump from Goodman should EXPECT it to need major repairs year later? I was under the impression I was purchasing a properly made new unit from your , but instead was given a defective lemonThe diagnostics/labor/freon/ cost to me was over $1,which is a financial hardship to meIt is the middle of winter, and I had no choice but to repair the unit that was heating my houseIf you care about your customers satisfaction in the least, then you can offer me some form of financial reliefHopefully you do not find it acceptable that your expensive brand new heat pump only lasts one year, when your website says "our customers can be assured that Goodman brand air conditioning and heating systems meet the highest industry standards"
Regards,*** ***
*** ***,
I have submitted your request for review to see if I am able to refund the amount requested. I should hear back shortly
Best Regards,
Adam G***
Manager of Consumer Affairs
Mrs***,
I apologize about the troubles you have encountered with your warranty. Please provide the serial number of your unit, along with the repair invoice and I can look into reimbursing your for the parts. Again, I apologize about the confusion
Best Regards,
Adam
***
Manager of Consumer Affairs
Ms***,
I apologize about the issues that you have encountered with your Goodman Manufacturing unit. While I do sympathize with your situation, Company policy and your warranty certificate clearly state that Service Calls, Freon, and electric bills are not covered under warranty.
However, I understand your frustration, therefore I would be willing to cover the cost of the Freon for the amount of $248.65. I would be unable to pay the diagnostic fees, or the electric bill. If you accept, please let me know and I will forward you an offer letter for $
Best regards,
Adam G***
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(based on past history as stated below)
as stated to Revdex.com, the serial #, and model# was sent to *** *** in your office on 2/2/ To repeat: model # ***, serial # ***, installed on 4/26/ the company who installed the original equipment, which broke down in years, and installed the replacement on 4/26/was *** *** * *** of *** ***, MO ***, phone # *** the installer and his local expert he enlisted, spoke to your tech specialists on my phone trying to resolve the issue your customer administrator, and your tech specialists were not helpful in resolving this issue when requested by me or the installers I hope your involvement will improve this situation.
I have a copy of the email sent to Ms***, if your are in need of it.*** * ***
Mr***,
I apologize about the problems that you are encountering with your Goodman Manufacturing unit. In order to properly assist, I would need you to supply me with the serial numbers of the unit that has failed, as well as the contractor that you are using. Goodman Manufacturing
does not have contractors that work on the units, as all repairs are made by independent contractors
Best Regards,
Adam G***
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.the part was not replaced during the site visit my service person ordered it, and it was received about a month later(?) the service person is waiting for a return trip by your specialist to install the part, since your guy said he would return it amazes me that the heat pump has not worked since it was installed as a replacement in april ' could you light a fire underneath the service person and your expert to get this done sooner rather than later thanks
Regards,
*** ***
Mr***,
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 qualityGoodman’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
In order to properly assess the claims with your unit, could you please provide the invoices associated with your repairs? I will then review the invoices and be able to make an informed decision on how to proceed further
Best Regards,
*** ***
*** ** *** ***
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.]the first question I asked in my last post was this:Are HVAC technicians licensed by state (i.eIndiana in this case)? Are these licensed technicians trained specifically by Goodman manufacturing to install, maintain & repair Goodman units?You responded "a technical representative can be on location at no cost to oversee the diagnostics and repair of the unit." However, we are expected to pay for the service call/repair costs from a local licensed HVAC technician?Following this are we expected to assume the cost for repairs? IF SO, WE WILL NOT AGREE TO WHAT YOU ARE PROPOSING.As I have stated multiple times, at what point does Goodman take responsibility for the repair and/or replacement costs? To date, we have spent large sums of money in an attempt to get this unit operating & it continues to be non operationalWe have done absolutely nothing to cause this unit to fail.As I stated in my last response, whom & where should our attorney send a letter regarding this ongoing, unresolved issue?Please address ALL of our questions.Respectully,*** * *** ***
*** * *** ***AT what point is there compromise from Goodman?Once again, as consumers we purchased your unit in good faith from a supposedly reputable dealer/technician.
Regards,
Revdex.com:
* informed you of a Site Visit, she is incorrect telling you that information cause It Never Happen. *** ***
First, I am not going away on this matter.Second, I understand you are not going to replace the Units, but you could provide a better solution that just "Repairable" each time. Due to all the issues with these units, then lets go with Goodman Mfg, extending the Extended Warranty from years to years to make up for all the problems with these units that we have experienced with the last years.Thirdly, You state in your comment "Per Site Visit" well, you are wrong there cause Goodman Mfg nor has Goodman Mfg Technicians have not been to our home and have not done a "Site Visit". So I don't know where you are getting that information from because it is "False".Now, before you send me a reply with those types of statements "Per Site Visit" you should know the correct Facts. Because if Claudine F
Thank you for your emailI am sorry to read about the issue with your Goodman HVAC unit. The reason your warranty claim was sent back is that we do not process warranty claims as that is handled through our distributors and because Goodman does not sell directly to
the public. The company that sold you the part needs to submit the claim directly to Goodman in the same manner as all distributors. In the future, to avoid this type of situation, please contact a local dealer who will purchase the part from a distributor. If the unit is covered under warranty, you should not be charged for the part. I am sorry for the inconvenience however this is the warranty process
Thank you,
Deanna ***
Lead Agent - Consumer Affairs
Goodman Manufacturing