Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The operations manager came to my home and inspected the work, a refund was given based on the managers assessment.I am 100% satisfied with the resolution and the way [redacted] handled the situation
My AC went out on Labor Day, so I called Goettl. [redacted] showed up that same afternoon. He was extremely pleasant and knowledgeable. My equipment is about 11 years old and my [redacted] bill is about $500 a month. [redacted] went over three options for me, and I opted to replace my unit. Install was painless and the guys left my house with no mess! Thanks [redacted]!
Mid Feb 2016 I got three estimates on two ac systems to be installed. I had looked up Revdex.com on all but Goettl. 5 minutes before scheduled visit to get an estimate I sat and read review. I wish I read them prior as it was to late to cancel. Guy never looked in attic and sat at my table showing me presentations and presidents guarantees ect...I explained I just want t quote! I wanted Trane or anyone but York and one other.
He kept showing presentations. I grew madder. I finally said, give me quote! He said, Oh lets get my manager on phone a wrap this up as he will give best price and we can set it up. I said, it is not going to happen today and I just want a price to compare. after saying this 3-4 times, he got his yellow pad out and wrote down 20500 for 2 trane systems. I nicely explained he was double the price and that was a ridiculous bid. He said , oh we fix the other guys installs all the time. I said, you are too far away my friend. He said this is a starting place, I said no thanks. I felt that when the price was written down, they were trying to take advantage of me and I felt angry. This experience was just like the other reviews I read. Shame on me for not reading prior as that appt would not have happened.
The company received a call for service from the Paige residence
on a “No Cool” situation on the afternoon of 8/4/14 (105?). The system was approximately 35 years old. The diagnosis revealed that the unit had a
refrigerant leak and was low on refrigerant.
The unit had several other issues as well which were discussed with the
homeowner.
The technician discussed several options on how the
homeowner might want to proceed that afternoon considering the no cool
condition and documented these options on the attached Recommendations Addendum.
[redacted] acknowledges by his initials and his signature on that document that he passed
on the “Do Nothing” option, but initialed the two options to proceed with
the repair to get cooling to his family and pet and to have a visit from a
comfort adviser to discuss the replacement option.
The attached contract confirms that the repairs would be
credited toward the purchase of any new system from Goettl. In addition to the repairs, [redacted] also
purchased an annual maintenance agreement. The three recommendations were
discussed with [redacted] and documented including the “Do Nothing” option. [redacted] approved the work and the charges as
shown by his signature on the service contract.
During our comfort adviser’s visit to discuss the
replacement option, the comfort adviser discussed the proposal, what was being
purchased and prices with [redacted] and also with [redacted] father-in-law by
telephone; and was also referred to the company’s confirmation line in our call
center, in which he confirmed verbally that he understood what he was
purchasing, what the total charges would be, and that he wanted to proceed with
the purchase. He was also appraised of
his three day right to cancel, which he waived. However, Goettl provides a two year 100% satisfaction guarantee in
any case.
We did honor our commitment to credit the repair costs to
the replacement price and we did honor [redacted]’s decision to not proceed with
the replacement option (because the father-in-law knows someone in the
business.) We documented our
recommendations, confirmed the purchase decision on our confirmation line, and
performed the repairs only after they were documented, priced, and approved by
[redacted]. “I can get it cheaper” is not
justification for a Revdex.com complaint. Our goal is always to have a satisfied
customer. We regret that this was not
the case with [redacted]. Our Operations
Manager made several attempts to return a call from [redacted]’s father-in-law and
left messages which were not returned.
We will cancel and refund $165 for the Club membership
which [redacted] purchased as it obviously would not be applicable now.
RE: Review of Service performed by Kevin morning of Wed May 25, 2016
Rheem AC model #: RANL-060JAZ manft June 2008, R410A refrigerant
Dear Sirs:
I was not at all happy with Service rendered by Kevin at the above referenced location at the time specified. The problem with the above-referenced unit is that it has a slow leak in the refrigerant tubing.
Your agent, Kevin, expediously performed the general maintenance work seemed to find nothing wrong, gave me the flashlight, and told me he had a good idea where it was leaking (probably at the connections where the unit was soldered to the extant tubing of the previous unit and original installation in 1994 – though he did not make this statement to me). He told me it would cost me $300 for him to find it and then whipped out his computer showing me a coil that goes in the plenum that was $2k for the part and probably half that for installation. $600 later and 5 lbs of R410A refrigerant later (to a system whose capacity is approximately 11 lbs) I have an AC unit that works but it is not really ‘fixed’.
And as usual I was sold a New system rather than repair the system I had.
Very disappointed – with performance and about the less than satisfactory approach versus the advertisement I heard on the radio. Actually your approach was very good – you got into my home and that is 99% of it. Once there, mayham can be performed.
I've used Goettl in several occasions, including both A/C service and replacing a unit. My experiences have always been positive. They are professional and fair, and always helpful.
[A default letter is provided here which indicates your acceptance of...
the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]
Please see Attachment 1 which provides our response to complaint #[redacted]- [redacted] with supporting documents; and Attachment 2 which is a recording of the confirmation call regarding the transaction in question.
Mr. [redacted] is misinformed regarding our repair to his system.
The pictures (attached) taken at the time show that the capacitor installed on the unit was a 30+5 capacitor.
12pt;">Our service check list (see attached) calls for measuring the amperage draw on the compressor. Our technician found that the unit was drawing too much current. The capacitor appeared to be in good shape, so our technician sent the attached pictures via his smart phone to our Service Manager for consultation. The contractor providing the alternative opinion is mistaken. The system could and did run with the incorrect capacitor.
The pictures were texted to our service manager to check the parts list to verify what capacitor belonged on this his model. The manufacturer called for an 80+5 capacitor. With Mr. [redacted]’s approval, our technician replaced the incorrect capacitor with the part called out by the manufacturer.
We are happy to discuss with the other contractor why their representative’s assumption that Mr. [redacted]’s system could not run with an under sized capacitor, was faulty. The quick answer is because the unit had a “hard start kit” installed on it and that provided enough additional capacitance to enable the system to run; but not to perform to specifications. I regret that our team was not able to respond as quickly as Mr. [redacted] wished. Although we understand that Mr. [redacted] felt his concern was urgent, we do investigate each concern, locate the documents (and in this case photos,) so we provide an accurate response and use it as a learning experience if we have erred. At this time of year, we give priority to clients that actually have no cooling.
Mr. [redacted]’s demand and threat to disparage this company is unfair and unwarranted, however, we will refund the entire $342 he paid. I have also complemented our technician for following our process, asking for help when he needed to, and for most likely preventing Mr. [redacted] from a costly failure in the future.
I had Goettl Air Conditioning of Phoenix come out and look ay my air conditionner which was no longer blowing cold air. The service tech who came out was fine and he was professional; however, their pricing was not in line with competitors and their tech tried to undermine other companies who had worked on my A/C unit in the past which I felt was unprofessional. I also felt like he was trying to gouge me with a $418 charge for 2 pounds of refrigerant and $178/pound for additional refrigerant needed. I am aware that the refrigerant costs the contractor about $13/pound and I would expect a reasonable added expense for the machines needed to remove and replace the refrigerant and the expense of any disposal but $209 per pound is beyond reasonable. Also their quoted charge for "leak detection" is unreasonable at $300 + just to detect where the leak is and not for fixing the leak. Overall I had a very distasteful experience with Goettl and would NOT recommend them to any of my friends or family members.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution is satisfactory to me. I have received a full refund of $686.70 from [redacted], and consider this matter resolved.
Regards,
[redacted]
Goettl Air Conditioning did not show up for my appointment on July 16, 2015 from 11:00 AM to 1:00 PM. I called back at 2:30 PM to get an explanation and there wasn't one and they offered to reschedule. I would be foolish to waste another day in my life waiting for an appointment that will never happen and they don't bother to even call. I will make sure no friends, family, coworkers and other associates of mine in the Phoenix area steer very clear of Goettl Air Conditioning and any related products or services they provide. Sincerely [redacted]
The complainants are not clients of Goettl Good Guys Air Conditioning.As you may know, Goettl Good Guys Air Conditioning began its operations after having purchased the assets of Goettl Air Conditioning from ARS in December, 2012. Goettl Good Guys agreed to service ARS-Goettl inforce...
warranties. We have never been called upon to perform any services, warranty or otherwise for the [redacted] since our founding. I have contacted ARS this week and they confirm that they have not been contacted by the [redacted] regarding warranty services or any other services since 2011 either. In our research regarding [redacted] installation, we have found the following, which they may find informative.· The ARS-Goettl records as well as the Goettl Good Guys records confirm that neither company was involved in diagnosing and condemning the “burnt out” refrigerant coil or charging for its replacement.· At the time of the sale in June of 2009, ARS included in the purchase, a 10 year parts and 10 year labor warranty on the A/C unit through [redacted]; it expires in 2019 (see attached warranty certificate). · Any Arizona licensed A/C contractor in good standing can provide warranty services and claim warranty reimbursement from [redacted]; it takes approximately 1 minute for them to look up the warranty coverage, online. · ARS-Goettl, or Goettl Good Guys should have been called upon at the time if there was a “mess” regarding the installation. Any reputable contractor would have advised that, on a unit still under warranty, or in thealternative pursued the warranty themselves on behalf of their client. · The ARS records reflect that ARS-Goettl returned in December 2009 and re-glued some insulation to the blower door, under warranty. ARS also performed a maintenance visit inspection and tune up of the system for the [redacted] in April 2011 and reported that the system was operating according to specifications at that time. · Warranty claims must be submitted at the time of the repair. Given that ARS –Goettl had provided warranty services for the [redacted] in 2009, it seems strange they did not call on ARS-Goettl or Goettl Good Guys???Something just does not seem right about the coil failure story their contractor gave the Nicholson’s. I have been in the HVAC business for over thirty years including as a manufacturer of thousands of refrigerant coils and have never seen a “burnt out” refrigerant coil. The melting temperature of copper tube is over 1900 degrees Fahrenheit. It is not possible to even come close to that temperature in a heat pump system no matter what the “mess” was alleged to be. I could not make the system “burn out” the refrigerant coil if I tried. Even if it were physically possible, the temperature and pressure limit controls built into the unit by the manufacturer and certified by UL safety compliance testing will not permit the system to reach anywhere close to a level that would “burn out” the refrigerant coil. The refrigerant coil may have failed, but if it did, it most likely would have been covered under the manufacturer’s warranty. All manufacturers occasionally have coil failures due to a variety of causes including formicary corrosion (see attached article) which all manufacturers were experiencing during this time period. When diagnosed correctly, the manufacturers (including [redacted]) were very responsive in warrantying claims involving coil issues when the coil is made available for their inspection. Manufacturers give the benefit of the doubt on warranty claims based on their trust and confidence in the contractor who makes the diagnosis and claim on behalf of the client. It begs the question then; did the [redacted] contractor make a warranty claim on this part which had parts and labor warranty policies and were they declined by [redacted]? In summary:· Neither Goettl Good Guys nor ARS-Goettl have been called upon by the [redacted] to do anything at all prior to their filing a Revdex.com complaint; how does that work???· We were not given the opportunity to diagnose, or investigate any issues they have been told existed with their system; · We were not given the opportunity to inspect the “burnt out” coil to see what the real issues may have been if any, or if it failed under warranty.· We were not given the opportunity to investigate other causes of their issues that may have been covered under their 10 year parts and 10 year labor warranty; · We have no idea who else may have worked on their system, or whether they have had their annual maintenance check-ups over the past three years. Apparently they paid someone else whatever they wanted to charge them (at retail), which we were not a party to, and they are now asking us to send money! The [redacted] know or should know that thisis a bogus complaint, re: their final comment. Sincerely,[redacted]
Arizona �...⇄ November27th, 2014Re: Complaint ID#: [redacted]We have reviewed Mr. [redacted]’s complaint regarding the UV light system installed at his residence in December 2013. Our “Call Capture” System does not show any calls to our offices in March 2014 from the numbers we have on file for Mr. [redacted]; however we do show that we performed a maintenance visit in March of this year. The Technician who installed the UV system in December 2013 is no longer with us or available to interview. Our money back guarantee is applicable if we cannot make the accessory perform to specification (“If we cannot make it right”) which our operations manager did discuss with Mr. [redacted]. Our maintenance visit in March and in November both document that the UV system continued to operate properly. We have not performed any warranty repairs on the system. Company policy is that we do not guarantee that any system will alleviate allergies in a specific circumstance, because we don’t know what the source of Mrs. [redacted]’s allergies areif any or what her allergist‘s diagnosis is. The UV system does address any number of pollutants that may be harmful to individuals. It seems that Mr. [redacted]’s expectations regarding the UV system have not been met. Mr. and Mrs. [redacted] are valued clients and it is our goal that they be satisfied with our services. We will contact Mr. [redacted] within the next week to arrange for the removal of the UV system and will deliver a refund check for the amount he is requesting ($999) at that time.[redacted]Goettl Good Guys Air Conditioning
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Re:ID #[redacted]- Goettl Good Guys Air ConditioningDear Sir or Madam:On June 25th, 2015, an audit of my AC unit was performed by the equipment manufacturer's expert and Goettl's operations manager and technician. They were very amiable,professional, and the audit found no major items wrong with the unit (at this time). They explained to me some of the reasons for the past problems I have encountered with this unit since I purchased it in 2009. When I purchased this unit,it was because I had owned two Goettl units in the past 30 plus years and was very satisfied with their operation. That is the reason I was willing to pay a steep price of over $12,000 for this unit. What I didn't know was that this unit,which has the Goettl name prominently displayed on its side,was not really a Goettl AC. It was manufactured by some outfit back East and the Goettl name placed on itI feel the unit I have is substandard and should be replaced.
Regards,
[redacted]
It appears that all this company is interested in is "pushing" their $500.00 electrostatic filter. We have a 5-year home service plan with them, but increasingly their services seem to be linked to whether or not we will buy their supposedly fancy filter. Their business tactic is very annoying and highly unprofessional.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and do not wish for the company to refund the payment. I only wanted to know which company was not being honest and the Goettl technician had encouraged me to write positive comments on [redacted] because "his boss was not understanding why they were getting so many bad reviews." That further added to my concern about why I was never shown or given the part that was supposedly removed. Also, something mentioned in the response was also accurate and leads me to believe the other company had not repaired the unit properly. I will not mention my concern with Goettl being trustworthy to any of my friends and consider this complaint resolved. Thank you for responding and giving me the information I needed to make a proper judgment.
Regards,
[redacted]
Revdex.com of Central Arizona
Re: Complaint #: [redacted] and [redacted]
Goettl Good Guys Air
Conditioning began its operations on 12/1/12 having acquired selected assets of
Goettl Air Conditioning from American Residential...
Services. Goettl Good Guys did not install the unit at
the [redacted] residence. Goettl Good Guys did agree to service any [redacted] in force warranties.
This system has had a
number of intermittent issues that Goettl has responded to including replacing capacitors,
a motor and a control board under warranty. The company also replaced a thermostat
that was not faulty as an accommodation to the customer and has provided tune-ups;
quality assurance inspections, and a plumbing inspection all at no charge to
the customer. Again Goettl Good Guys did not install this system and has always been responsive to calls for service since the summer of 2013.
On the morning of 6/25/14,
Our Service Manger had a discussion with the client regarding intermittent
issues with the operation of the A/C unit.
The manager committed to dispatch a service tech as soon as possible
that same day to diagnose the issues and find a resolution (the technician
arrived early that afternoon). The Service
Manager explained to Mr. [redacted] that the protocol for replacing a unit under the
manufacturer’s warranty requires that the manufacturer be contacted, have the opportunity
to participate in the evaluation and testing, and concur with the replacement
action.
Goettl contacted the
manufacturer’s local technical staff as well as their factory technical support
in [redacted] that day for consultation in the testing and troubleshooting but both were
not able to determine the specific problem and subsequently agreed to Goettl’s
recommendation to replace the approximately four year old outdoor unit under
the manufacturer’s warranty. The new
unit was installed late that same day.
Mr. [redacted] was informed as
the troubleshooting progressed and was aware that the unit replacement had been
approved by the manufacturer when he filed his Revdex.com complaint. The replacement was completed late that day. We
do understand Mr. and Mrs. [redacted]’s frustrations and regret that neither our technicians
nor the factory engineering staff could isolate the problem. Our team persevered and represented his interests
with the manufacturer on this system we did not install. I do not believe his Revdex.com complaint is warranted given
that he knew the resolution he sought was already agreed to and in work when he
filed his complaint with the Revdex.com.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The operations manager came to my home and inspected the work, a refund was given based on the managers assessment.I am 100% satisfied with the resolution and the way [redacted] handled the situation
Regards,
[redacted]
My AC went out on Labor Day, so I called Goettl. [redacted] showed up that same afternoon. He was extremely pleasant and knowledgeable. My equipment is about 11 years old and my [redacted] bill is about $500 a month. [redacted] went over three options for me, and I opted to replace my unit. Install was painless and the guys left my house with no mess! Thanks [redacted]!
Mid Feb 2016 I got three estimates on two ac systems to be installed. I had looked up Revdex.com on all but Goettl. 5 minutes before scheduled visit to get an estimate I sat and read review. I wish I read them prior as it was to late to cancel. Guy never looked in attic and sat at my table showing me presentations and presidents guarantees ect...I explained I just want t quote! I wanted Trane or anyone but York and one other.
He kept showing presentations. I grew madder. I finally said, give me quote! He said, Oh lets get my manager on phone a wrap this up as he will give best price and we can set it up. I said, it is not going to happen today and I just want a price to compare. after saying this 3-4 times, he got his yellow pad out and wrote down 20500 for 2 trane systems. I nicely explained he was double the price and that was a ridiculous bid. He said , oh we fix the other guys installs all the time. I said, you are too far away my friend. He said this is a starting place, I said no thanks. I felt that when the price was written down, they were trying to take advantage of me and I felt angry. This experience was just like the other reviews I read. Shame on me for not reading prior as that appt would not have happened.
Britney...
Glass �...⇄ August
19th, 2014
Revdex.com
Re: Complaint ID#: [redacted]
[redacted]
This complaint is completely without merit.
The company received a call for service from the Paige residence
on a “No Cool” situation on the afternoon of 8/4/14 (105?). The system was approximately 35 years old. The diagnosis revealed that the unit had a
refrigerant leak and was low on refrigerant.
The unit had several other issues as well which were discussed with the
homeowner.
The technician discussed several options on how the
homeowner might want to proceed that afternoon considering the no cool
condition and documented these options on the attached Recommendations Addendum.
[redacted] acknowledges by his initials and his signature on that document that he passed
on the “Do Nothing” option, but initialed the two options to proceed with
the repair to get cooling to his family and pet and to have a visit from a
comfort adviser to discuss the replacement option.
The attached contract confirms that the repairs would be
credited toward the purchase of any new system from Goettl. In addition to the repairs, [redacted] also
purchased an annual maintenance agreement. The three recommendations were
discussed with [redacted] and documented including the “Do Nothing” option. [redacted] approved the work and the charges as
shown by his signature on the service contract.
During our comfort adviser’s visit to discuss the
replacement option, the comfort adviser discussed the proposal, what was being
purchased and prices with [redacted] and also with [redacted] father-in-law by
telephone; and was also referred to the company’s confirmation line in our call
center, in which he confirmed verbally that he understood what he was
purchasing, what the total charges would be, and that he wanted to proceed with
the purchase. He was also appraised of
his three day right to cancel, which he waived. However, Goettl provides a two year 100% satisfaction guarantee in
any case.
We did honor our commitment to credit the repair costs to
the replacement price and we did honor [redacted]’s decision to not proceed with
the replacement option (because the father-in-law knows someone in the
business.) We documented our
recommendations, confirmed the purchase decision on our confirmation line, and
performed the repairs only after they were documented, priced, and approved by
[redacted]. “I can get it cheaper” is not
justification for a Revdex.com complaint. Our goal is always to have a satisfied
customer. We regret that this was not
the case with [redacted]. Our Operations
Manager made several attempts to return a call from [redacted]’s father-in-law and
left messages which were not returned.
We will cancel and refund $165 for the Club membership
which [redacted] purchased as it obviously would not be applicable now.
[redacted]
Goettl Good Guys Air Conditioning.
RE: Review of Service performed by Kevin morning of Wed May 25, 2016
Rheem AC model #: RANL-060JAZ manft June 2008, R410A refrigerant
Dear Sirs:
I was not at all happy with Service rendered by Kevin at the above referenced location at the time specified. The problem with the above-referenced unit is that it has a slow leak in the refrigerant tubing.
Your agent, Kevin, expediously performed the general maintenance work seemed to find nothing wrong, gave me the flashlight, and told me he had a good idea where it was leaking (probably at the connections where the unit was soldered to the extant tubing of the previous unit and original installation in 1994 – though he did not make this statement to me). He told me it would cost me $300 for him to find it and then whipped out his computer showing me a coil that goes in the plenum that was $2k for the part and probably half that for installation. $600 later and 5 lbs of R410A refrigerant later (to a system whose capacity is approximately 11 lbs) I have an AC unit that works but it is not really ‘fixed’.
And as usual I was sold a New system rather than repair the system I had.
Very disappointed – with performance and about the less than satisfactory approach versus the advertisement I heard on the radio. Actually your approach was very good – you got into my home and that is 99% of it. Once there, mayham can be performed.
Regards,
Robert Sogge
I've used Goettl in several occasions, including both A/C service and replacing a unit. My experiences have always been positive. They are professional and fair, and always helpful.
[A default letter is provided here which indicates your acceptance of...
the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]
Please see Attachment 1 which provides our response to complaint #[redacted]- [redacted] with supporting documents; and Attachment 2 which is a recording of the confirmation call regarding the transaction in question.
Mr. [redacted] is misinformed regarding our repair to his system.
The pictures (attached) taken at the time show that the capacitor installed on the unit was a 30+5 capacitor.
12pt;">Our service check list (see attached) calls for measuring the amperage draw on the compressor. Our technician found that the unit was drawing too much current. The capacitor appeared to be in good shape, so our technician sent the attached pictures via his smart phone to our Service Manager for consultation. The contractor providing the alternative opinion is mistaken. The system could and did run with the incorrect capacitor.
The pictures were texted to our service manager to check the parts list to verify what capacitor belonged on this his model. The manufacturer called for an 80+5 capacitor. With Mr. [redacted]’s approval, our technician replaced the incorrect capacitor with the part called out by the manufacturer.
We are happy to discuss with the other contractor why their representative’s assumption that Mr. [redacted]’s system could not run with an under sized capacitor, was faulty. The quick answer is because the unit had a “hard start kit” installed on it and that provided enough additional capacitance to enable the system to run; but not to perform to specifications. I regret that our team was not able to respond as quickly as Mr. [redacted] wished. Although we understand that Mr. [redacted] felt his concern was urgent, we do investigate each concern, locate the documents (and in this case photos,) so we provide an accurate response and use it as a learning experience if we have erred. At this time of year, we give priority to clients that actually have no cooling.
Mr. [redacted]’s demand and threat to disparage this company is unfair and unwarranted, however, we will refund the entire $342 he paid. I have also complemented our technician for following our process, asking for help when he needed to, and for most likely preventing Mr. [redacted] from a costly failure in the future.
I had Goettl Air Conditioning of Phoenix come out and look ay my air conditionner which was no longer blowing cold air. The service tech who came out was fine and he was professional; however, their pricing was not in line with competitors and their tech tried to undermine other companies who had worked on my A/C unit in the past which I felt was unprofessional. I also felt like he was trying to gouge me with a $418 charge for 2 pounds of refrigerant and $178/pound for additional refrigerant needed. I am aware that the refrigerant costs the contractor about $13/pound and I would expect a reasonable added expense for the machines needed to remove and replace the refrigerant and the expense of any disposal but $209 per pound is beyond reasonable. Also their quoted charge for "leak detection" is unreasonable at $300 + just to detect where the leak is and not for fixing the leak. Overall I had a very distasteful experience with Goettl and would NOT recommend them to any of my friends or family members.
They were on time; did not take any breaks, cleaned up the area. I was very satisfied with their service.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution is satisfactory to me. I have received a full refund of $686.70 from [redacted], and consider this matter resolved.
Regards,
[redacted]
Goettl Air Conditioning did not show up for my appointment on July 16, 2015 from 11:00 AM to 1:00 PM. I called back at 2:30 PM to get an explanation and there wasn't one and they offered to reschedule. I would be foolish to waste another day in my life waiting for an appointment that will never happen and they don't bother to even call. I will make sure no friends, family, coworkers and other associates of mine in the Phoenix area steer very clear of Goettl Air Conditioning and any related products or services they provide. Sincerely [redacted]
The complainants are not clients of Goettl Good Guys Air Conditioning.As you may know, Goettl Good Guys Air Conditioning began its operations after having purchased the assets of Goettl Air Conditioning from ARS in December, 2012. Goettl Good Guys agreed to service ARS-Goettl inforce...
warranties. We have never been called upon to perform any services, warranty or otherwise for the [redacted] since our founding. I have contacted ARS this week and they confirm that they have not been contacted by the [redacted] regarding warranty services or any other services since 2011 either. In our research regarding [redacted] installation, we have found the following, which they may find informative.· The ARS-Goettl records as well as the Goettl Good Guys records confirm that neither company was involved in diagnosing and condemning the “burnt out” refrigerant coil or charging for its replacement.· At the time of the sale in June of 2009, ARS included in the purchase, a 10 year parts and 10 year labor warranty on the A/C unit through [redacted]; it expires in 2019 (see attached warranty certificate). · Any Arizona licensed A/C contractor in good standing can provide warranty services and claim warranty reimbursement from [redacted]; it takes approximately 1 minute for them to look up the warranty coverage, online. · ARS-Goettl, or Goettl Good Guys should have been called upon at the time if there was a “mess” regarding the installation. Any reputable contractor would have advised that, on a unit still under warranty, or in thealternative pursued the warranty themselves on behalf of their client. · The ARS records reflect that ARS-Goettl returned in December 2009 and re-glued some insulation to the blower door, under warranty. ARS also performed a maintenance visit inspection and tune up of the system for the [redacted] in April 2011 and reported that the system was operating according to specifications at that time. · Warranty claims must be submitted at the time of the repair. Given that ARS –Goettl had provided warranty services for the [redacted] in 2009, it seems strange they did not call on ARS-Goettl or Goettl Good Guys???Something just does not seem right about the coil failure story their contractor gave the Nicholson’s. I have been in the HVAC business for over thirty years including as a manufacturer of thousands of refrigerant coils and have never seen a “burnt out” refrigerant coil. The melting temperature of copper tube is over 1900 degrees Fahrenheit. It is not possible to even come close to that temperature in a heat pump system no matter what the “mess” was alleged to be. I could not make the system “burn out” the refrigerant coil if I tried. Even if it were physically possible, the temperature and pressure limit controls built into the unit by the manufacturer and certified by UL safety compliance testing will not permit the system to reach anywhere close to a level that would “burn out” the refrigerant coil. The refrigerant coil may have failed, but if it did, it most likely would have been covered under the manufacturer’s warranty. All manufacturers occasionally have coil failures due to a variety of causes including formicary corrosion (see attached article) which all manufacturers were experiencing during this time period. When diagnosed correctly, the manufacturers (including [redacted]) were very responsive in warrantying claims involving coil issues when the coil is made available for their inspection. Manufacturers give the benefit of the doubt on warranty claims based on their trust and confidence in the contractor who makes the diagnosis and claim on behalf of the client. It begs the question then; did the [redacted] contractor make a warranty claim on this part which had parts and labor warranty policies and were they declined by [redacted]? In summary:· Neither Goettl Good Guys nor ARS-Goettl have been called upon by the [redacted] to do anything at all prior to their filing a Revdex.com complaint; how does that work???· We were not given the opportunity to diagnose, or investigate any issues they have been told existed with their system; · We were not given the opportunity to inspect the “burnt out” coil to see what the real issues may have been if any, or if it failed under warranty.· We were not given the opportunity to investigate other causes of their issues that may have been covered under their 10 year parts and 10 year labor warranty; · We have no idea who else may have worked on their system, or whether they have had their annual maintenance check-ups over the past three years. Apparently they paid someone else whatever they wanted to charge them (at retail), which we were not a party to, and they are now asking us to send money! The [redacted] know or should know that thisis a bogus complaint, re: their final comment. Sincerely,[redacted]
XXXXXXRevdex.com of Central...
Arizona �...⇄ November27th, 2014Re: Complaint ID#: [redacted]We have reviewed Mr. [redacted]’s complaint regarding the UV light system installed at his residence in December 2013. Our “Call Capture” System does not show any calls to our offices in March 2014 from the numbers we have on file for Mr. [redacted]; however we do show that we performed a maintenance visit in March of this year. The Technician who installed the UV system in December 2013 is no longer with us or available to interview. Our money back guarantee is applicable if we cannot make the accessory perform to specification (“If we cannot make it right”) which our operations manager did discuss with Mr. [redacted]. Our maintenance visit in March and in November both document that the UV system continued to operate properly. We have not performed any warranty repairs on the system. Company policy is that we do not guarantee that any system will alleviate allergies in a specific circumstance, because we don’t know what the source of Mrs. [redacted]’s allergies areif any or what her allergist‘s diagnosis is. The UV system does address any number of pollutants that may be harmful to individuals. It seems that Mr. [redacted]’s expectations regarding the UV system have not been met. Mr. and Mrs. [redacted] are valued clients and it is our goal that they be satisfied with our services. We will contact Mr. [redacted] within the next week to arrange for the removal of the UV system and will deliver a refund check for the amount he is requesting ($999) at that time.[redacted]Goettl Good Guys Air Conditioning
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Re:ID #[redacted]- Goettl Good Guys Air ConditioningDear Sir or Madam:On June 25th, 2015, an audit of my AC unit was performed by the equipment manufacturer's expert and Goettl's operations manager and technician. They were very amiable,professional, and the audit found no major items wrong with the unit (at this time). They explained to me some of the reasons for the past problems I have encountered with this unit since I purchased it in 2009. When I purchased this unit,it was because I had owned two Goettl units in the past 30 plus years and was very satisfied with their operation. That is the reason I was willing to pay a steep price of over $12,000 for this unit. What I didn't know was that this unit,which has the Goettl name prominently displayed on its side,was not really a Goettl AC. It was manufactured by some outfit back East and the Goettl name placed on itI feel the unit I have is substandard and should be replaced.
Regards,
[redacted]
It appears that all this company is interested in is "pushing" their $500.00 electrostatic filter. We have a 5-year home service plan with them, but increasingly their services seem to be linked to whether or not we will buy their supposedly fancy filter. Their business tactic is very annoying and highly unprofessional.
I used Goettl to work on my air conditioner at my rental property .
They were friendly and professional on the phone and came out quickly.
I was pleased with the service and would use them again!
Thank you!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and do not wish for the company to refund the payment. I only wanted to know which company was not being honest and the Goettl technician had encouraged me to write positive comments on [redacted] because "his boss was not understanding why they were getting so many bad reviews." That further added to my concern about why I was never shown or given the part that was supposedly removed. Also, something mentioned in the response was also accurate and leads me to believe the other company had not repaired the unit properly. I will not mention my concern with Goettl being trustworthy to any of my friends and consider this complaint resolved. Thank you for responding and giving me the information I needed to make a proper judgment.
Regards,
[redacted]
Revdex.com of Central Arizona
Re: Complaint #: [redacted] and [redacted]
Goettl Good Guys Air
Conditioning began its operations on 12/1/12 having acquired selected assets of
Goettl Air Conditioning from American Residential...
Services. Goettl Good Guys did not install the unit at
the [redacted] residence. Goettl Good Guys did agree to service any [redacted] in force warranties.
This system has had a
number of intermittent issues that Goettl has responded to including replacing capacitors,
a motor and a control board under warranty. The company also replaced a thermostat
that was not faulty as an accommodation to the customer and has provided tune-ups;
quality assurance inspections, and a plumbing inspection all at no charge to
the customer. Again Goettl Good Guys did not install this system and has always been responsive to calls for service since the summer of 2013.
On the morning of 6/25/14,
Our Service Manger had a discussion with the client regarding intermittent
issues with the operation of the A/C unit.
The manager committed to dispatch a service tech as soon as possible
that same day to diagnose the issues and find a resolution (the technician
arrived early that afternoon). The Service
Manager explained to Mr. [redacted] that the protocol for replacing a unit under the
manufacturer’s warranty requires that the manufacturer be contacted, have the opportunity
to participate in the evaluation and testing, and concur with the replacement
action.
Goettl contacted the
manufacturer’s local technical staff as well as their factory technical support
in [redacted] that day for consultation in the testing and troubleshooting but both were
not able to determine the specific problem and subsequently agreed to Goettl’s
recommendation to replace the approximately four year old outdoor unit under
the manufacturer’s warranty. The new
unit was installed late that same day.
Mr. [redacted] was informed as
the troubleshooting progressed and was aware that the unit replacement had been
approved by the manufacturer when he filed his Revdex.com complaint. The replacement was completed late that day. We
do understand Mr. and Mrs. [redacted]’s frustrations and regret that neither our technicians
nor the factory engineering staff could isolate the problem. Our team persevered and represented his interests
with the manufacturer on this system we did not install. I do not believe his Revdex.com complaint is warranted given
that he knew the resolution he sought was already agreed to and in work when he
filed his complaint with the Revdex.com.
Sincerely,
[redacted]