I bought my first house with air conditioning and was looking to get the Ac serviced for the first timeI read the reviews and was excited to become a loyal Goettl customer, I even advised this in the email I sent requesting to schedule an appointmentI spoke with a representative on May 4th who indicated they did not have appointments available on weekendsI, like a lot of other people, work Monday through FridayI indicated this was a problem, and advised I didn't have another day off during the week until Monday May 30th and asked if they were open since this is a holidayThe lady placed me hold to find out, and when she came back on the line she said yes, and my appointment was scheduledweeks I've looked forward to the appointment, just to get a call today indicating my appointment needed to be rescheduled because they are closedI was ok with this, and asked that my appointment be rescheduled for this Saturday then, I've already waited weeks for this appointmentNo appointments were availableNormally, I'm a pretty understanding personBut when I've had this appointment scheduled for weeks and I'm not met with an option for an appointment that works for me, it's obvious my business and loyalty doesn't matterI've wasted weeks waiting for this appointment, when I could have been looking for a company who will value my time, and business
In June of I called this company for a plumbing issueI have had negative experiences with this company before but had a $credit from themI was talked into expensive repairs and a year service contract with assurances that the company had changedThat is on meWhen the technicians came to do my AC tuneup they said there was a problem with a partI told them the parts were still under warranty and they said they would check to see if they could do the warranty workThey called and then informed me they could do it and the cost would be $I asked how long that would takeThey said about an hourSo they were going to charge me $for an hour of labor!!! I sent them on their way and called the company that put my unit in and they said they could come out and replace it for $When they came out their technician said there was nothing wrong with the partSo I paid $to them for no reasonI was dealing with a death in my family so was unable to call and deal with Goettl about this issueForward to 11/2/when I called to schedule my heating tufor 11/11/I was given an 8:30-9:time slotI said I wanted to speak with a supervisor with the intention of letting them know of my negative experience with the AC tuneup so it did not happen againI was told I would get a call back within hoursI never did receive a callSo this morning before the technicians were supposed to arrive I called again to speak with a supervisorI was told they had canceled my appointment and that I was supposed to call to rescheduleI never received a phone call from them! I again asked to speak with a supervisor and was told one would call me within hoursI have heard that before! This company is ARS all over again and I urge everyone to avoid their platitudes and assurances that they have changed their business practices because they have not!
We have investigated Mr*** complaint regarding an unresolved drain issue at his residence for which he was billed We have been in contact with Mr*** and our plumbing manager agrees with our client that he should not have been charged since his drain problem remained unresolved when our
plumber left his residence We have issued a refund for the entire amount he was charged of $and extend our apologies for the resulting inconvenience M*** has confirmed that he did not contact our offices, or speak with a manager, but did attempt to reach the plumber who worked at his property, unsuccessfully We appreciate the Revdex.com for bringing this to our attention and Mr*** professionalism and cooperation in working with us to quickly resolve his issue
STAY AWAY from this company Spent over $8,on AC unit with variable speed fan 1st installer lied and didn't install variable speed fan 2nd installer still missed attaching all duct work Now years later the AC quit working and they want to charge $for service fee and not show up for more days Unit sold with year warranty for all parts and service RIP OFF, OVER PRICED and NO CUSTOMER SERVICE!
Thursday, January 8, 2015 This is a response to the Revdex.com complaint ID# ***. The following is the detail and timeline of the events gathered fromthe Goettl documentation, phone recordings, and employee discussions
On Jan 4th Goettl Air Conditioninginstalled a heating system at *** ** *** *** *** ** for long timecustomer *** and *** ***. Notes inthe system indicate that there were several issues that needed to be resolvedand were finished up on March 10, 2011. The next repair call came 6-01-when an Alarm company installednew thermostats that were wired improperly. The wiring was repaired and the bill was paid by *** ***. The next repair call that was needed came on December 16,to Goettl Good Guys Air Conditioning. Our plumbing dispatcher took the call. At the customer request the call was booked for December 17thwith an arrival time between 3:and 5:30pm. The technician arrived right at 5:and was onsite until 7pm. Unfortunately, the customer needed to leaveand a follow up call to finish the diagnostic was scheduled for December 19th. *** *** called in to verify the aptonthe 18th as well. Thetechnician arrived at 11:11am on the 19th and was there until1:44pm. An invoice was produced for thediagnosis (***) for the amount of $49. The unit has a Manufacturer’s Warranty and the failed gas valve is apart that is covered by this warranty. Because the needed gas valve was a warranty part it then hadto be ordered from a supply house that carried the part Unfortunately, this particular part was notavailable locally and needed to be shipped. This part is not a commonly replaced part.The next day, Saturday December 20th *** *** called in to inquire when the partwould be in. Based on the recorded callour, customer service rep let *** *** know that the part had beenordered. December 26th, *** *** called back requestingan update on the part. At this time weinformed her that we would call the manufacturer and check on the status andwould call her back. Unfortunately wefailed to call her back that day. December 27th, *** *** called back and asked for anupdate, and she explained how we failed to call her back. *** the Service Manager called her backdescribing that the part was still on order but was expected to be in anyday. The delay in the delivery of thepart was exasperated by the holidays and year end inventory issues.We were informed by the supply house that the part would bein and available for us to install on Jan 2nd. This was communicated to our client and thecall was booked for an 11-arrival time. *** *** called in on Jan 2nd and the CSR read off thenotes in the system confirming the to timeframe.At 3:on Jan 2nd a very upset *** *** calledin demanding to speak to a Manager. TheDispatch Supervisor picked up the call and went over the schedule with *** ***,that unfortunately, the technician that was scheduled to be at her home wasdelayed on another call and they were nextAt 5:21, *** *** called again to see where the tech wasstating that we promised that he would be there by 6pm. *** again explained what he was doing toget them taking care of *** gave*** *** a 1-year club membership ($value) as an apology for the delay.At 6:15pm, our technician arrived and completed thework. Follow up after the unit was fixed I spoke with *** *** on Wednesday Jan 7th toverify that the unit was working properly and apologized for all the delays andstrained communication. As anaccommodation to a valued client, refunded the $that was collected duringthe diagnosis of this problem We regret that the timing of the manufacturer’s warrantyrepair was not faster, but the part was simply not available. The customer’s statement that we repeatedlyfailed to provide warranty service is not accurate as our records indicate thatthis is the only time in years that the unit needed warranty service. The customer was without heat from this unitbeing down, but the home has heating systems and fortunately system was working. Conclusion We regret that we were not able to get the part and repairthe unit more quickly. The combinationof the volume of calls coming in during the cold snap, staffing and logisticschallenges that happened with the weekends, holidays, year end processes ofvendors, and the part being a specific warranty part not locally in stockcreated a longer than desirable delay for this repair. We value our long-time customers like the*** family and will continue to reassure them regarding our commitment toprovide them excellent service
My parents live in Scottsdale, and I own a house next door, my mother has Dementia and my step father is not far behind, they are and years oldThey apparently complained that they did not get hot water fast enough in their house, so Geottl sent out their plumbing company and installed a whole new system, even though the water heater and softener system were less that years oldIf my parents pay out the minimum amount over the period that it was financed, it would come to $57K, if they pay it all in a year its only $25KNow I check on this water heater and it’s only $1400, and they did not install the one on the contract, they installed a different productI believe they really took advantage of my parents inability to processSINCE WHEN, DID A NEW WATER HEATER COST $25000.00? It does when you are elderly and the sunny plumber comes to visit....I would avoid this company at all costs, I called them to discuss, they said they would look into it and call me back, never heard from them again
I was very pleased with the technical service I received The technician (Ron) was
quite knowledgeable and informed me about everything that needed to be done I
appreciated his pleasant attitude as well as his competence
Marie Garcia ...⇄ August19, 2015Revdex.com of ArizonaComplaint ID # [redacted] Dear MarieI am sorry that Mr. [redacted] still has concerns regarding his AC unit. The manufacturer has been very responsive in working with us to confirm the operation of his unit, and we have been diligent in responding to his concerns and calls for warranty service. I believe it might be helpful to provide some background regarding the concerns stated in his most recent correspondence. · [redacted]/ [redacted] (and now owned by [redacted]) is the largest manufacturer of residential AC equipment sold in the United States. · [redacted] is an accredited member and has an A+ Revdex.com rating.· [redacted] is a long time member and has been continuously in good standing with AHRI which is sanctioned by the [redacted] to randomly test and certify the performance of all Residential AC equipment sold in the US. Their certifications are equal to every other major AC manufacturer, including [redacted], [redacted], [redacted], [redacted], etc. · [redacted] was founded in and continues to be located in Texas, a similar climate to Arizona; I know they do not consider themselves an outfit from back east.· Goettl is an authorized dealer for every major AC equipment manufacturer in the US; the two AC units I had installed on my own home several years ago were manufactured by [redacted] (understand that I know and could have chosen AC units from any AC equipment manufacturer for my home.) Oneof the very important reasons I personally chose the [redacted] manufactured product for my own home was the way they honor warranties and the number of distribution points and the availability of repair parts they have in the valley. · Goettl Air Conditioning announced the closing of its manufacturing operations to the media in the spring of 2007 and that was big news in Arizona at the time (see article attached); there were no AC units manufactured by Goettl to be installed for anyone in 2009.· Labeling/branding is old news (see attached summary regarding this.) Companies want to promote their own brand. There are several common ways of doing this:1) The seller’s Trade name is listed for the product as a “manufactured for” and the actual manufacturer of the equipment is not shown on the product, likeWalgreen’s aspirins). 2) The seller’s Tradename label is placed on the product, but the products rating plate shows who actually manufactured the product. This is the circumstancewith Mr. [redacted] unit. The identity of the actual manufacturer has always been on his unit.Because of Mr. [redacted] long time loyalty to the Goettl Brand I would like to do something extra to reassure Mr. [redacted]. Goettl offers to extend boththe parts and labor warranty on his unit an additional four years to 6/08/2023 under the same warranty terms and conditions as his existing coverage at nocharge for the warranty extension. If this will resolve his concerns, I will send Mr. [redacted] documents confirming this additional warranty coverage. Thank you for your assistance in this matter.[redacted], Chairman
Goettl really helped me last week. I came home to a pool of water in my garage, surrounding my hot water heater. Wasn’t sure what to do but found Goettl online. They sent someone over that afternoon to look at the situation. My hot water heater was about ten years old but wasn’t serviced annually, as it apparently should be. The build-up was so bad that the hot water heater had a small explosion. Not only did this service rep fix the problem, but I also signed up for their maintenance program. They never tried to sell me a new hot water heater but educated me on the importance of maintenance.
[redacted] ...⇄
July 15, 2014
Revdex.com of Central and
Northern Arizona
Complaint # [redacted]
[redacted]
I have reviewed Mr.
[redacted]’s complaint and have discussed the specifics of the job with the
operations staff involved. We do not
bill or quote by the hour for all of the various people involved, including
those not at the residence. Like most service companies the Company uses a standard flat rate pricing schedule when
quoting the price for most major repairs (like a compressor change out) so we
can stand behind the price, regardless of where the client is located, or what
obstacles we encounter in making the repair.
The price we quote is guaranteed unless indicated otherwise on the work
order. Mr. [redacted] agreed to the price and
signed for the work before the work was done (See attachments). He took the
time to have the unit diagnosed himself before he called us and was told the
compressor had failed. Of course he had many dozens of options to call on and
he had plenty of choices if he did not want to proceed with the work with us. Mr. [redacted] should be aware that the effort and
people involved in taking his call and accomplishing the work involved more
than the time the tech was physically on his property twice (Setting up the
job, dispatching the tech to his home, sourcing and picking up the compressor
and associated materials and refrigerant, returning to Mr. [redacted]’s home,
recovering and recycling the old refrigerant, returning from the call, disposing
of the old compressor filed with oil, not to mention the purchasing and
invoicing tasks.)
We sometimes deal with a manufacturer’s
warranty that does reimburse the contractor for the refrigerant, pump down
recycling, and ancillary materials involved, in addition to the Compressor. It
depends on the manufacturer and the plan in place. We regret that there was confusion on our part
regarding the warranty coverages and apologize for that. Because it is always
our goal to have a satisfied customer and although Mr. [redacted] approved the invoiced
price he paid prior to our doing the work, we will agree to the $1,000 charge
he is requesting and issue a refund to Mr. [redacted] for $617.
Six years ago, we had a new heat pump installed on our house by Goettll. We chose a [redacted] heat pump which came with a 10 year parts and labor warranty. I did research on line and from the information I found, [redacted] seemed to produce a quality product.
I have a health condition, MS, which makes me extremely sensitive to heat so having a dependable, functioning heat pump is not a luxury for me, it's a necessity, especially with the extreme heat a Phoenix summer brings. Goettl was aware of my health problem and they always got a technician out to me the same day I reported a problem. Once, when it took a couple of days to get a needed part, they brought out a free standing portable unit which did an adequate job of cooling a couple of rooms.
During the first two years, the heat pump was blowing a lot of capacitors. Living in Phoenix AZ, with the extreme heat we get, it's not unusual for a heat pump to go through more capacitors than it would in other parts of the country but this particular unit seemed to be going through more than was usual. The problem was finally diagnosed as a faulty compressor which was replaced under the warranty.
Two years later, the unit developed a leak in the coil and that had to be replaced, again under the original warranty. Fast forward another two years when the fan had to be replaced, then it needed another compressor.
This year, I had a Goettl technician come out to do a check up on the unit to try to make it through this summer without any problems. It checked out fine. 5 days later the condenser fan motor failed and needed to be replaced, then, 7 days later, the reversal valve failed and had to be replaced.
All in all, in the first 6 years, this unit needed 23 service calls, not counting the routine maintenance calls. The only company that touched this unit since it's installation was Goettl so, I decided to see if I could get in touch with the CEO of Goettl, , [redacted]. I was put right through to Mr [redacted] and when I explained the maintenance issues I had had with this unit, he said he would look into it and call me back. Approx 2 hours later, [redacted], Goettl's Director of operations called me and asked if he could bring out a [redacted] Factory Rep. and a technician to look at the unit. Everybody at Goettl agreed that the unit broke down excessively.
Being somewhat cynical about corporations, I fully expected to hear that all they would do was honor the warranty and repair the machine when needed and, Goettl had always repaired the unit in a timely manner so, while it wasn't the outcome I wanted, it was the outcome I expected.
the following Monday, right on time, Mr. [redacted], a [redacted] factory Rep, and a Goettl technician arrived at my house, looked at the repair invoices I had, listened to my experience, and frustration with the unit, and went up on the roof to check the unit out.
They came down, and basically surprised the hell out of me by saying that the heat pump I had was a lemon and told me they were going to replace it at no charge.
Three days later, I had a new heat pump on my house.
I don't fault [redacted] for this because any company can, and does turn out a lemon once in awhile and when [redacted] found out about my issues, they stood behind their product and did, in my opinion, the right thing. I wish I had talked to Mr. [redacted] earlier.
In my opinion, Mr.[redacted], Mr [redacted] and Goettl have earned their title of "Good Guys" This is not the Same Goettl that got all the bad press a few years ago. Mr [redacted] has definitely turned this company around to the point I would recommend them to anybody
Britnee Glass �...⇄ August 29th, 2014
Revdex.com of central Arizona
Re: Complaint [redacted] Second Response
Occasionally
we find ourselves bashed by third parties related to previous ownership,
encounter buyer’s remorse from time to time, or once the problem is solved
don’t want to pay. Because of our support and respect for the Revdex.com’s mission, we
will make the accommodation [redacted] requests to refund a total of $1027.65
the [redacted] think they are due. We take
exception to [redacted] comments regarding our reputation. Our ownership of
the operations is less than two years old. In addition to recognition for
numerous initiatives in support of community charities, anti-bullying, veterans
grant’s, [redacted], the [redacted]
water drives, [redacted] and for
[redacted] for those in distress, Goettl Good Guy’s has been recognized
in 2014 by Ranking Arizona as voted in the top 10 % of Arizona businesses, was
a runner up to the [redacted] and was named
business of the month for August 2014 by the [redacted].
It is apparent that we
have two very different perceptions of what happened and regret that this is
so. See the service technician’s
attached comments regarding the process and [redacted] approvals.
It is important to us that
clients make informed decisions, understand what they are purchasing, have third
party assistance if they need help with their decision, and are informed
regarding their right to cancel. My observation is that there is a disconnect between the magnitude of the
pressure [redacted] describes, versus the inference that he had places to stay
so did not have to make a decision then. [redacted] signed and initialed choices
and approvals five times. The first of the three options on the recommendations
sheet was to do nothing. [redacted]
confirmed his decision regarding the replacement option on our confirmation
line. This step in our process is unique to Goettl Good Guys and provides us
assurance that the client is clear on the transaction and wants to consummate
it. Our Technician has added that [redacted]
[redacted] also contacted his wife that evening (who was not home at the time) and shared
with her his decision to make the repairs so she could return with their child
which she concurred with.
He also had
his father-in-law involved in the discussions. He certainly was not ganged up
on.
Just wanted to tell you guys how great of a job [redacted] did at my house today, showed up on time was very respectful and a very hard worker , he was on my roof today for over three hours replacing my indoor coil and even took out my trash , thanks [redacted]
You are truly a great service man from goettl.
We had the house built the summer of 2013 and moved in September. The first winter was really bad, the doors warped badly allowing snow and rain to enter the house. We contacted golden windows and doors and they sent a service guy that agreed the doors at all three exists were badly warped, so he tried to fix it with thicker weather stripping and this did not work so he placed a order to replaced the doors. Spring of 2014 they came to replace the doors and the next winter it was the same thing all over again, a service guy comes and puts in different weather stripping and again didn't work. Golden windows and doors then sent a rep who told the builder and I that one quarter inch is acceptable and the doors will eventually level out, but it didn't so with no choice I took it up on my self to control the amount of snow and rain from entering the house. Winter of 2016 a seal went in one of my widows, called golden windows and doors and it costed me one hundred dollars to have the seals fixed. Spring of 2016 another seal goes this time a bigger window and anther 300 dollars. Golden windows and doors say the windows are warranted for twenty years and we are paying for the service calls.
Re: [redacted] Complaint #[redacted] (corrected
4/12/15)In response to Mr. [redacted] additional comments, I think it
fair to fill in the rest of the story as it differs from Mr. [redacted] version. On 3-25-15 a technician from Goettl responded to a
maintenance call on an approximately 29-30 yr. old unit at Mr. [redacted]’ home
that was originally manufactured by Goettl. We are very familiar with servicing
these units.After the technician performed his inspection of the unit he
informed Mr. [redacted] of his finding, which are clearly stated on the front of
the invoice provided.And they are; Blower capacitor below specsCondenser Fan motor capacitor well below specsCompressor capacitor deadContactor “Badly melted”Compressor lugs melted (wire connectors)The entire blower compartment was filled with mold growth.Our technician discussed these with Mr. [redacted] and that he
could make repairs to the unit, but given the age and condition of the unit he
recommended against it. Our technician knows that melted wire connectors and failed
capacitors are caused by something, not good. He personally felt uncomfortable
leaving the unit running in its current condition, however he did leave it
operational and Mr. [redacted] knows this. The temperatures at this time were very
mild.Mr. [redacted] having been fully informed of the list of items
on the invoice, asked the technician if he would do him a “favor” and
disconnect the unit so it would not run; he didn’t want to put any more money
in that old system. With ambient temperatures as mild as they were at the time
and the age and condition of the unit our technician was reluctant to start a
series of repairs not knowing where that might end up. The technician removed
the fuses and left them there.In a follow-up conversation with the Tucson GM, Mr. [redacted]
stated that the other company had to cut off the ends of the burnt wiring and
put on new connectors and did replace some failed parts to get the unit running
again. However, because we recommend
against making repairs to this unit is no cause at all to claim we are
untrustworthy or dishonest as stated and implied. Mr. [redacted] also stated to the
GM that our technician claimed “the unit could catch on fire,” but when pressed
he admitted the tech never made that statement…When the technician was closing out the ticket Mrs. [redacted]
was very agitated by the bad news regarding their three decade old unit that
had lasted two times its expected life and practically threw the check at the technician. With regards to Mr. [redacted] title, he was
there as a comfort advisor to perform the evaluations we require and energy
departments expect. Of course he has had additional assignments in the past.Mr. [redacted] admits he became offended with the [redacted] due to
the treatment he received from Mrs. [redacted]. From the minute he walked through
the door Mrs. [redacted] appeared to be agitated, curt and hostel to him. The fact
that she was calling other HVAC companies with Mr. [redacted] present clearly
shows the lack of common courtesy one person would normally give to another. After
the discourteous treatment received, Mr. [redacted] finally stated that he was not
sure what he did or why Mrs. [redacted] was so upset and stated that our company
was not a good fit for them. When the comfort
advisor left, Mr. [redacted] walked Mr. [redacted] out and apologized. With regards to Mr. [redacted]’ comments regarding trying to
sell him a new A/C stand he didn’t need and what we charge vs. what another
company charges who does not do the same quality of work or provide similar
guarantees.; We didn’t try to sell him anything he didn’t need, we simple told
him that we do not reuse old parts like an old roof stand not dimensioned for
the new unit, or old electrical disconnects, or old transitions to the ductwork. These are all included new in our standard
pricing. Mounting a new unit on an old roof stand does not meet the
expectations or standards of most of our clients. Everything we install is new
and while other companies choose to do less we prefer to do more. We could do
cheaper work if we reused old parts. Our policy is to do a first class job and
we make no apologies for having high quality standards. We also provide
industry leading guarantees, heat load calculations and equipment sizing to
industry requirements, and assist the client with obtaining any permits they
are required to get and we cover that expense.
The GM did offer to go out and verify the technician’s
finding with the customer and have the
other company present as well. The customer refused that offer.The insinuation that the GM intended something derogatory
about the army is simply false. The company’s support of veterans of all
services is well documented as the attached article about our CEO shows. We
employ a number of veterans and personally support the [redacted] as well [redacted] initiatives such as Boys and Girls state. I personally support veteran’s
organizations as does our CEO and as I am sure Mr. [redacted] does as well. The
company was aware of Mr. [redacted]’ veteran’s status having applied a veteran’s
discount to his invoice (now 100% refunded.) The Revdex.com is well aware that Goettl Good Guys continues to be
in good standing with all government agencies and has been since its inception
in December 2012. We have refunded the $54.15 service fee (see attached) as a
gesture of support for the mission of the Revdex.com and an accommodation to Mr.
[redacted] who said that is what he wanted. [redacted]Chairman
I never thought I would be taking the time to write a positive review for an air conditioning company. My air conditioning started blowing warm air and it was the first 100 degree day of the year. My son is 4 and has special needs and it was hot.
I called Goettl as I knew they have been in business in AZ for a very long time. From the moment I made the call I timed 3.5 hours for someone to arrive at my house, diagnose and fix the problem. Needless to say my family and I were thrilled.
I would certainly recommend them to my friends and family.
I have been a customer of Goettle Good Guys AC for probably 5+ years and have generally been satisfied until this past year. Just a few days ago, they came out for my annual ac maintenance and the guy ended up telling my husband and I that we had a bunch of electrical wires that needed replacement with a total up to $1700. I was shocked considering we bought the house in September which the AC passed inspections then and there were no issues noted when they came in Nov or Dec for the annual heat inspections. We said we would go through our AHS home warranty to which he told us none of it would be covered! WRONG! Through the AHS warranty, a different company came out and did their own inspection with only a few repairs needed, which WERE covered...total cost $75.00....NOT $1700. He was trying to scam us which I really find unprofessional and downright dirty!!!! Another issue I discovered was with the Sunny Plumber portion of my contract with Goettl. 5 years before when I owned a different house, I put in a water filtration system which Goettl took over the care when I signed up with them. Over those past 5 years, the halo canisters busted under pressure not once, not twice not even three times but FOUR times therefore spraying water all over the garage and in one case, so bad it flooded into the house because we weren't there to notice. Each time a Goettl guy would come out and inspect and repair with no cause found. The pressure meter inside would be in the red but outside would be okay so they would always say it was a faulty gauge but never changed it out. Come to find out....after 5 years, right in the middle of selling the house and the 4th time of it busting a repair man FINALLY realized the cause was because a regulator was on the wrong pipe and was controlling the pressure from the system to the house but not from the waterline to the system like it should have been 5 YEARS AGO! Through all that time, I had to pay service fees and water damage costs and even money to add an expansion pack to the hot water heater to fix the problem when the whole time it was incompetence. It was not Goettl who installed it but they should have been able to find the problem 5 YEARS AGO!!! As soon as my contract is up, I am switching!!!!! If it was once good, it is not a good company now!!!!! 03/17/2016
I bought my first house with air conditioning and was looking to get the Ac serviced for the first timeI read the reviews and was excited to become a loyal Goettl customer, I even advised this in the email I sent requesting to schedule an appointmentI spoke with a representative on May 4th who indicated they did not have appointments available on weekendsI, like a lot of other people, work Monday through FridayI indicated this was a problem, and advised I didn't have another day off during the week until Monday May 30th and asked if they were open since this is a holidayThe lady placed me hold to find out, and when she came back on the line she said yes, and my appointment was scheduledweeks I've looked forward to the appointment, just to get a call today indicating my appointment needed to be rescheduled because they are closedI was ok with this, and asked that my appointment be rescheduled for this Saturday then, I've already waited weeks for this appointmentNo appointments were availableNormally, I'm a pretty understanding personBut when I've had this appointment scheduled for weeks and I'm not met with an option for an appointment that works for me, it's obvious my business and loyalty doesn't matterI've wasted weeks waiting for this appointment, when I could have been looking for a company who will value my time, and business
Had a great experience with Goettl Will definitely use them again!
Invoice # * ***
Very professional installation job
In June of I called this company for a plumbing issueI have had negative experiences with this company before but had a $credit from themI was talked into expensive repairs and a year service contract with assurances that the company had changedThat is on meWhen the technicians came to do my AC tuneup they said there was a problem with a partI told them the parts were still under warranty and they said they would check to see if they could do the warranty workThey called and then informed me they could do it and the cost would be $I asked how long that would takeThey said about an hourSo they were going to charge me $for an hour of labor!!! I sent them on their way and called the company that put my unit in and they said they could come out and replace it for $When they came out their technician said there was nothing wrong with the partSo I paid $to them for no reasonI was dealing with a death in my family so was unable to call and deal with Goettl about this issueForward to 11/2/when I called to schedule my heating tufor 11/11/I was given an 8:30-9:time slotI said I wanted to speak with a supervisor with the intention of letting them know of my negative experience with the AC tuneup so it did not happen againI was told I would get a call back within hoursI never did receive a callSo this morning before the technicians were supposed to arrive I called again to speak with a supervisorI was told they had canceled my appointment and that I was supposed to call to rescheduleI never received a phone call from them! I again asked to speak with a supervisor and was told one would call me within hoursI have heard that before! This company is ARS all over again and I urge everyone to avoid their platitudes and assurances that they have changed their business practices because they have not!
The A/C guys do good workThe company charges too much, and they won't itemize the bill
We have investigated Mr*** complaint regarding an unresolved drain issue at his residence for which he was billed We have been in contact with Mr*** and our plumbing manager agrees with our client that he should not have been charged since his drain problem remained unresolved when our
plumber left his residence We have issued a refund for the entire amount he was charged of $and extend our apologies for the resulting inconvenience M*** has confirmed that he did not contact our offices, or speak with a manager, but did attempt to reach the plumber who worked at his property, unsuccessfully We appreciate the Revdex.com for bringing this to our attention and Mr*** professionalism and cooperation in working with us to quickly resolve his issue
STAY AWAY from this company Spent over $8,on AC unit with variable speed fan 1st installer lied and didn't install variable speed fan 2nd installer still missed attaching all duct work Now years later the AC quit working and they want to charge $for service fee and not show up for more days Unit sold with year warranty for all parts and service RIP OFF, OVER PRICED and NO CUSTOMER SERVICE!
Thursday, January 8, 2015 This is a response to the Revdex.com complaint ID# ***. The following is the detail and timeline of the events gathered fromthe Goettl documentation, phone recordings, and employee discussions
On Jan 4th Goettl Air Conditioninginstalled a heating system at *** ** *** *** *** ** for long timecustomer *** and *** ***. Notes inthe system indicate that there were several issues that needed to be resolvedand were finished up on March 10, 2011. The next repair call came 6-01-when an Alarm company installednew thermostats that were wired improperly. The wiring was repaired and the bill was paid by *** ***. The next repair call that was needed came on December 16,to Goettl Good Guys Air Conditioning. Our plumbing dispatcher took the call. At the customer request the call was booked for December 17thwith an arrival time between 3:and 5:30pm. The technician arrived right at 5:and was onsite until 7pm. Unfortunately, the customer needed to leaveand a follow up call to finish the diagnostic was scheduled for December 19th. *** *** called in to verify the aptonthe 18th as well. Thetechnician arrived at 11:11am on the 19th and was there until1:44pm. An invoice was produced for thediagnosis (***) for the amount of $49. The unit has a Manufacturer’s Warranty and the failed gas valve is apart that is covered by this warranty. Because the needed gas valve was a warranty part it then hadto be ordered from a supply house that carried the part Unfortunately, this particular part was notavailable locally and needed to be shipped. This part is not a commonly replaced part.The next day, Saturday December 20th *** *** called in to inquire when the partwould be in. Based on the recorded callour, customer service rep let *** *** know that the part had beenordered. December 26th, *** *** called back requestingan update on the part. At this time weinformed her that we would call the manufacturer and check on the status andwould call her back. Unfortunately wefailed to call her back that day. December 27th, *** *** called back and asked for anupdate, and she explained how we failed to call her back. *** the Service Manager called her backdescribing that the part was still on order but was expected to be in anyday. The delay in the delivery of thepart was exasperated by the holidays and year end inventory issues.We were informed by the supply house that the part would bein and available for us to install on Jan 2nd. This was communicated to our client and thecall was booked for an 11-arrival time. *** *** called in on Jan 2nd and the CSR read off thenotes in the system confirming the to timeframe.At 3:on Jan 2nd a very upset *** *** calledin demanding to speak to a Manager. TheDispatch Supervisor picked up the call and went over the schedule with *** ***,that unfortunately, the technician that was scheduled to be at her home wasdelayed on another call and they were nextAt 5:21, *** *** called again to see where the tech wasstating that we promised that he would be there by 6pm. *** again explained what he was doing toget them taking care of *** gave*** *** a 1-year club membership ($value) as an apology for the delay.At 6:15pm, our technician arrived and completed thework. Follow up after the unit was fixed I spoke with *** *** on Wednesday Jan 7th toverify that the unit was working properly and apologized for all the delays andstrained communication. As anaccommodation to a valued client, refunded the $that was collected duringthe diagnosis of this problem We regret that the timing of the manufacturer’s warrantyrepair was not faster, but the part was simply not available. The customer’s statement that we repeatedlyfailed to provide warranty service is not accurate as our records indicate thatthis is the only time in years that the unit needed warranty service. The customer was without heat from this unitbeing down, but the home has heating systems and fortunately system was working. Conclusion We regret that we were not able to get the part and repairthe unit more quickly. The combinationof the volume of calls coming in during the cold snap, staffing and logisticschallenges that happened with the weekends, holidays, year end processes ofvendors, and the part being a specific warranty part not locally in stockcreated a longer than desirable delay for this repair. We value our long-time customers like the*** family and will continue to reassure them regarding our commitment toprovide them excellent service
My parents live in Scottsdale, and I own a house next door, my mother has Dementia and my step father is not far behind, they are and years oldThey apparently complained that they did not get hot water fast enough in their house, so Geottl sent out their plumbing company and installed a whole new system, even though the water heater and softener system were less that years oldIf my parents pay out the minimum amount over the period that it was financed, it would come to $57K, if they pay it all in a year its only $25KNow I check on this water heater and it’s only $1400, and they did not install the one on the contract, they installed a different productI believe they really took advantage of my parents inability to processSINCE WHEN, DID A NEW WATER HEATER COST $25000.00? It does when you are elderly and the sunny plumber comes to visit....I would avoid this company at all costs, I called them to discuss, they said they would look into it and call me back, never heard from them again
I was very pleased with the technical service I received The technician (Ron) was
quite knowledgeable and informed me about everything that needed to be done I
appreciated his pleasant attitude as well as his competence
Marie Garcia ...⇄ August19, 2015Revdex.com of ArizonaComplaint ID # [redacted] Dear MarieI am sorry that Mr. [redacted] still has concerns regarding his AC unit. The manufacturer has been very responsive in working with us to confirm the operation of his unit, and we have been diligent in responding to his concerns and calls for warranty service. I believe it might be helpful to provide some background regarding the concerns stated in his most recent correspondence. · [redacted]/ [redacted] (and now owned by [redacted]) is the largest manufacturer of residential AC equipment sold in the United States. · [redacted] is an accredited member and has an A+ Revdex.com rating.· [redacted] is a long time member and has been continuously in good standing with AHRI which is sanctioned by the [redacted] to randomly test and certify the performance of all Residential AC equipment sold in the US. Their certifications are equal to every other major AC manufacturer, including [redacted], [redacted], [redacted], [redacted], etc. · [redacted] was founded in and continues to be located in Texas, a similar climate to Arizona; I know they do not consider themselves an outfit from back east.· Goettl is an authorized dealer for every major AC equipment manufacturer in the US; the two AC units I had installed on my own home several years ago were manufactured by [redacted] (understand that I know and could have chosen AC units from any AC equipment manufacturer for my home.) Oneof the very important reasons I personally chose the [redacted] manufactured product for my own home was the way they honor warranties and the number of distribution points and the availability of repair parts they have in the valley. · Goettl Air Conditioning announced the closing of its manufacturing operations to the media in the spring of 2007 and that was big news in Arizona at the time (see article attached); there were no AC units manufactured by Goettl to be installed for anyone in 2009.· Labeling/branding is old news (see attached summary regarding this.) Companies want to promote their own brand. There are several common ways of doing this:1) The seller’s Trade name is listed for the product as a “manufactured for” and the actual manufacturer of the equipment is not shown on the product, likeWalgreen’s aspirins). 2) The seller’s Tradename label is placed on the product, but the products rating plate shows who actually manufactured the product. This is the circumstancewith Mr. [redacted] unit. The identity of the actual manufacturer has always been on his unit.Because of Mr. [redacted] long time loyalty to the Goettl Brand I would like to do something extra to reassure Mr. [redacted]. Goettl offers to extend boththe parts and labor warranty on his unit an additional four years to 6/08/2023 under the same warranty terms and conditions as his existing coverage at nocharge for the warranty extension. If this will resolve his concerns, I will send Mr. [redacted] documents confirming this additional warranty coverage. Thank you for your assistance in this matter.[redacted], Chairman
Goettl really helped me last week. I came home to a pool of water in my garage, surrounding my hot water heater. Wasn’t sure what to do but found Goettl online. They sent someone over that afternoon to look at the situation. My hot water heater was about ten years old but wasn’t serviced annually, as it apparently should be. The build-up was so bad that the hot water heater had a small explosion. Not only did this service rep fix the problem, but I also signed up for their maintenance program. They never tried to sell me a new hot water heater but educated me on the importance of maintenance.
[redacted]...
[redacted] ...⇄
July 15, 2014
Revdex.com of Central and
Northern Arizona
Complaint # [redacted]
[redacted]
I have reviewed Mr.
[redacted]’s complaint and have discussed the specifics of the job with the
operations staff involved. We do not
bill or quote by the hour for all of the various people involved, including
those not at the residence. Like most service companies the Company uses a standard flat rate pricing schedule when
quoting the price for most major repairs (like a compressor change out) so we
can stand behind the price, regardless of where the client is located, or what
obstacles we encounter in making the repair.
The price we quote is guaranteed unless indicated otherwise on the work
order. Mr. [redacted] agreed to the price and
signed for the work before the work was done (See attachments). He took the
time to have the unit diagnosed himself before he called us and was told the
compressor had failed. Of course he had many dozens of options to call on and
he had plenty of choices if he did not want to proceed with the work with us. Mr. [redacted] should be aware that the effort and
people involved in taking his call and accomplishing the work involved more
than the time the tech was physically on his property twice (Setting up the
job, dispatching the tech to his home, sourcing and picking up the compressor
and associated materials and refrigerant, returning to Mr. [redacted]’s home,
recovering and recycling the old refrigerant, returning from the call, disposing
of the old compressor filed with oil, not to mention the purchasing and
invoicing tasks.)
We sometimes deal with a manufacturer’s
warranty that does reimburse the contractor for the refrigerant, pump down
recycling, and ancillary materials involved, in addition to the Compressor. It
depends on the manufacturer and the plan in place. We regret that there was confusion on our part
regarding the warranty coverages and apologize for that. Because it is always
our goal to have a satisfied customer and although Mr. [redacted] approved the invoiced
price he paid prior to our doing the work, we will agree to the $1,000 charge
he is requesting and issue a refund to Mr. [redacted] for $617.
Sincerely,
[redacted]
CEO
Six years ago, we had a new heat pump installed on our house by Goettll. We chose a [redacted] heat pump which came with a 10 year parts and labor warranty. I did research on line and from the information I found, [redacted] seemed to produce a quality product.
I have a health condition, MS, which makes me extremely sensitive to heat so having a dependable, functioning heat pump is not a luxury for me, it's a necessity, especially with the extreme heat a Phoenix summer brings. Goettl was aware of my health problem and they always got a technician out to me the same day I reported a problem. Once, when it took a couple of days to get a needed part, they brought out a free standing portable unit which did an adequate job of cooling a couple of rooms.
During the first two years, the heat pump was blowing a lot of capacitors. Living in Phoenix AZ, with the extreme heat we get, it's not unusual for a heat pump to go through more capacitors than it would in other parts of the country but this particular unit seemed to be going through more than was usual. The problem was finally diagnosed as a faulty compressor which was replaced under the warranty.
Two years later, the unit developed a leak in the coil and that had to be replaced, again under the original warranty. Fast forward another two years when the fan had to be replaced, then it needed another compressor.
This year, I had a Goettl technician come out to do a check up on the unit to try to make it through this summer without any problems. It checked out fine. 5 days later the condenser fan motor failed and needed to be replaced, then, 7 days later, the reversal valve failed and had to be replaced.
All in all, in the first 6 years, this unit needed 23 service calls, not counting the routine maintenance calls. The only company that touched this unit since it's installation was Goettl so, I decided to see if I could get in touch with the CEO of Goettl, , [redacted]. I was put right through to Mr [redacted] and when I explained the maintenance issues I had had with this unit, he said he would look into it and call me back. Approx 2 hours later, [redacted], Goettl's Director of operations called me and asked if he could bring out a [redacted] Factory Rep. and a technician to look at the unit. Everybody at Goettl agreed that the unit broke down excessively.
Being somewhat cynical about corporations, I fully expected to hear that all they would do was honor the warranty and repair the machine when needed and, Goettl had always repaired the unit in a timely manner so, while it wasn't the outcome I wanted, it was the outcome I expected.
the following Monday, right on time, Mr. [redacted], a [redacted] factory Rep, and a Goettl technician arrived at my house, looked at the repair invoices I had, listened to my experience, and frustration with the unit, and went up on the roof to check the unit out.
They came down, and basically surprised the hell out of me by saying that the heat pump I had was a lemon and told me they were going to replace it at no charge.
Three days later, I had a new heat pump on my house.
I don't fault [redacted] for this because any company can, and does turn out a lemon once in awhile and when [redacted] found out about my issues, they stood behind their product and did, in my opinion, the right thing. I wish I had talked to Mr. [redacted] earlier.
In my opinion, Mr.[redacted], Mr [redacted] and Goettl have earned their title of "Good Guys" This is not the Same Goettl that got all the bad press a few years ago. Mr [redacted] has definitely turned this company around to the point I would recommend them to anybody
Britnee Glass �...⇄ August 29th, 2014
Revdex.com of central Arizona
Re: Complaint [redacted] Second Response
Occasionally
we find ourselves bashed by third parties related to previous ownership,
encounter buyer’s remorse from time to time, or once the problem is solved
don’t want to pay. Because of our support and respect for the Revdex.com’s mission, we
will make the accommodation [redacted] requests to refund a total of $1027.65
the [redacted] think they are due. We take
exception to [redacted] comments regarding our reputation. Our ownership of
the operations is less than two years old. In addition to recognition for
numerous initiatives in support of community charities, anti-bullying, veterans
grant’s, [redacted], the [redacted]
water drives, [redacted] and for
[redacted] for those in distress, Goettl Good Guy’s has been recognized
in 2014 by Ranking Arizona as voted in the top 10 % of Arizona businesses, was
a runner up to the [redacted] and was named
business of the month for August 2014 by the [redacted].
It is apparent that we
have two very different perceptions of what happened and regret that this is
so. See the service technician’s
attached comments regarding the process and [redacted] approvals.
It is important to us that
clients make informed decisions, understand what they are purchasing, have third
party assistance if they need help with their decision, and are informed
regarding their right to cancel. My observation is that there is a disconnect between the magnitude of the
pressure [redacted] describes, versus the inference that he had places to stay
so did not have to make a decision then. [redacted] signed and initialed choices
and approvals five times. The first of the three options on the recommendations
sheet was to do nothing. [redacted]
confirmed his decision regarding the replacement option on our confirmation
line. This step in our process is unique to Goettl Good Guys and provides us
assurance that the client is clear on the transaction and wants to consummate
it. Our Technician has added that [redacted]
[redacted] also contacted his wife that evening (who was not home at the time) and shared
with her his decision to make the repairs so she could return with their child
which she concurred with.
He also had
his father-in-law involved in the discussions. He certainly was not ganged up
on.
Just wanted to tell you guys how great of a job [redacted] did at my house today, showed up on time was very respectful and a very hard worker , he was on my roof today for over three hours replacing my indoor coil and even took out my trash , thanks [redacted]
You are truly a great service man from goettl.
We had the house built the summer of 2013 and moved in September. The first winter was really bad, the doors warped badly allowing snow and rain to enter the house. We contacted golden windows and doors and they sent a service guy that agreed the doors at all three exists were badly warped, so he tried to fix it with thicker weather stripping and this did not work so he placed a order to replaced the doors. Spring of 2014 they came to replace the doors and the next winter it was the same thing all over again, a service guy comes and puts in different weather stripping and again didn't work. Golden windows and doors then sent a rep who told the builder and I that one quarter inch is acceptable and the doors will eventually level out, but it didn't so with no choice I took it up on my self to control the amount of snow and rain from entering the house. Winter of 2016 a seal went in one of my widows, called golden windows and doors and it costed me one hundred dollars to have the seals fixed. Spring of 2016 another seal goes this time a bigger window and anther 300 dollars. Golden windows and doors say the windows are warranted for twenty years and we are paying for the service calls.
Re: [redacted] Complaint #[redacted] (corrected
4/12/15)In response to Mr. [redacted] additional comments, I think it
fair to fill in the rest of the story as it differs from Mr. [redacted] version. On 3-25-15 a technician from Goettl responded to a
maintenance call on an approximately 29-30 yr. old unit at Mr. [redacted]’ home
that was originally manufactured by Goettl. We are very familiar with servicing
these units.After the technician performed his inspection of the unit he
informed Mr. [redacted] of his finding, which are clearly stated on the front of
the invoice provided.And they are; Blower capacitor below specsCondenser Fan motor capacitor well below specsCompressor capacitor deadContactor “Badly melted”Compressor lugs melted (wire connectors)The entire blower compartment was filled with mold growth.Our technician discussed these with Mr. [redacted] and that he
could make repairs to the unit, but given the age and condition of the unit he
recommended against it. Our technician knows that melted wire connectors and failed
capacitors are caused by something, not good. He personally felt uncomfortable
leaving the unit running in its current condition, however he did leave it
operational and Mr. [redacted] knows this. The temperatures at this time were very
mild.Mr. [redacted] having been fully informed of the list of items
on the invoice, asked the technician if he would do him a “favor” and
disconnect the unit so it would not run; he didn’t want to put any more money
in that old system. With ambient temperatures as mild as they were at the time
and the age and condition of the unit our technician was reluctant to start a
series of repairs not knowing where that might end up. The technician removed
the fuses and left them there.In a follow-up conversation with the Tucson GM, Mr. [redacted]
stated that the other company had to cut off the ends of the burnt wiring and
put on new connectors and did replace some failed parts to get the unit running
again. However, because we recommend
against making repairs to this unit is no cause at all to claim we are
untrustworthy or dishonest as stated and implied. Mr. [redacted] also stated to the
GM that our technician claimed “the unit could catch on fire,” but when pressed
he admitted the tech never made that statement…When the technician was closing out the ticket Mrs. [redacted]
was very agitated by the bad news regarding their three decade old unit that
had lasted two times its expected life and practically threw the check at the technician. With regards to Mr. [redacted] title, he was
there as a comfort advisor to perform the evaluations we require and energy
departments expect. Of course he has had additional assignments in the past.Mr. [redacted] admits he became offended with the [redacted] due to
the treatment he received from Mrs. [redacted]. From the minute he walked through
the door Mrs. [redacted] appeared to be agitated, curt and hostel to him. The fact
that she was calling other HVAC companies with Mr. [redacted] present clearly
shows the lack of common courtesy one person would normally give to another. After
the discourteous treatment received, Mr. [redacted] finally stated that he was not
sure what he did or why Mrs. [redacted] was so upset and stated that our company
was not a good fit for them. When the comfort
advisor left, Mr. [redacted] walked Mr. [redacted] out and apologized. With regards to Mr. [redacted]’ comments regarding trying to
sell him a new A/C stand he didn’t need and what we charge vs. what another
company charges who does not do the same quality of work or provide similar
guarantees.; We didn’t try to sell him anything he didn’t need, we simple told
him that we do not reuse old parts like an old roof stand not dimensioned for
the new unit, or old electrical disconnects, or old transitions to the ductwork. These are all included new in our standard
pricing. Mounting a new unit on an old roof stand does not meet the
expectations or standards of most of our clients. Everything we install is new
and while other companies choose to do less we prefer to do more. We could do
cheaper work if we reused old parts. Our policy is to do a first class job and
we make no apologies for having high quality standards. We also provide
industry leading guarantees, heat load calculations and equipment sizing to
industry requirements, and assist the client with obtaining any permits they
are required to get and we cover that expense.
The GM did offer to go out and verify the technician’s
finding with the customer and have the
other company present as well. The customer refused that offer.The insinuation that the GM intended something derogatory
about the army is simply false. The company’s support of veterans of all
services is well documented as the attached article about our CEO shows. We
employ a number of veterans and personally support the [redacted] as well [redacted] initiatives such as Boys and Girls state. I personally support veteran’s
organizations as does our CEO and as I am sure Mr. [redacted] does as well. The
company was aware of Mr. [redacted]’ veteran’s status having applied a veteran’s
discount to his invoice (now 100% refunded.) The Revdex.com is well aware that Goettl Good Guys continues to be
in good standing with all government agencies and has been since its inception
in December 2012. We have refunded the $54.15 service fee (see attached) as a
gesture of support for the mission of the Revdex.com and an accommodation to Mr.
[redacted] who said that is what he wanted. [redacted]Chairman
I never thought I would be taking the time to write a positive review for an air conditioning company. My air conditioning started blowing warm air and it was the first 100 degree day of the year. My son is 4 and has special needs and it was hot.
I called Goettl as I knew they have been in business in AZ for a very long time. From the moment I made the call I timed 3.5 hours for someone to arrive at my house, diagnose and fix the problem. Needless to say my family and I were thrilled.
I would certainly recommend them to my friends and family.
I have been a customer of Goettle Good Guys AC for probably 5+ years and have generally been satisfied until this past year. Just a few days ago, they came out for my annual ac maintenance and the guy ended up telling my husband and I that we had a bunch of electrical wires that needed replacement with a total up to $1700. I was shocked considering we bought the house in September which the AC passed inspections then and there were no issues noted when they came in Nov or Dec for the annual heat inspections. We said we would go through our AHS home warranty to which he told us none of it would be covered! WRONG! Through the AHS warranty, a different company came out and did their own inspection with only a few repairs needed, which WERE covered...total cost $75.00....NOT $1700. He was trying to scam us which I really find unprofessional and downright dirty!!!! Another issue I discovered was with the Sunny Plumber portion of my contract with Goettl. 5 years before when I owned a different house, I put in a water filtration system which Goettl took over the care when I signed up with them. Over those past 5 years, the halo canisters busted under pressure not once, not twice not even three times but FOUR times therefore spraying water all over the garage and in one case, so bad it flooded into the house because we weren't there to notice. Each time a Goettl guy would come out and inspect and repair with no cause found. The pressure meter inside would be in the red but outside would be okay so they would always say it was a faulty gauge but never changed it out. Come to find out....after 5 years, right in the middle of selling the house and the 4th time of it busting a repair man FINALLY realized the cause was because a regulator was on the wrong pipe and was controlling the pressure from the system to the house but not from the waterline to the system like it should have been 5 YEARS AGO! Through all that time, I had to pay service fees and water damage costs and even money to add an expansion pack to the hot water heater to fix the problem when the whole time it was incompetence. It was not Goettl who installed it but they should have been able to find the problem 5 YEARS AGO!!! As soon as my contract is up, I am switching!!!!! If it was once good, it is not a good company now!!!!! 03/17/2016