*** ***,
I apologize about the problems that you have experienced with the delivery of your coil. I am not sure what department you have been talking to, but if I could have the name of your servicing company and the telephone number, I would be more than happy to track down the coil for
you. Also, could you double check the serial number of your unit, it appears that the serial number you provided is missing one digit
Regards,
*** ***
Manager of Consumer Affairs
Mr***,
I understand your frustration, but a unit replacement is not covered under the Manufacturer's warranty. If your contractor feels that a unit replacement is necessary, then he needs to ask for a Technical Representative from the Distributor to make a site visit. The technical representative would then make a decision on a unit replacement, but based on the units history a unit replacement is not permissable. Goodman will continue to honor the parts warranty, but again the warranty that covers the unit is for parts only. A unit replacement is given based on a Technical Representatives professional opinion, not at the request of the home owner. So, I respectfully ask that you have your contractor contact the distributor, otherwise the parts warranty will continue to be in place.
Regards,
*** ***
Manager of Consumer Affairs
Mr***,
We make every effort to manufacture products of only the highest qualityGoodman’s record in providing consumers with a well designed, long lasting product is among the best in the industryHowever, despite the careful testing of each unit, problems can occurAs a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costsOur Limited Warranty covers replacement of a failed part, should a part failThis warranty does not cover labor, service charges or any other cost associated with the repairThis warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
From: *** *** [mailto:***]
Sent: Monday, November 10, 11:AM
To: drteam
Subject: complaint #***: Goodman has still not sent anyone to view my problem
*** ***,
I would be more than happy to review the case for you. Would you please send me a copy of the paperwork that you have the shows years? Below I am showing that one of the units has years, while the other came with years only with no option for the years.
However, if you are able to product paperwork that shows proof of years, then I would be more than happy to review. I have attached copies of your units applicable warranty papers, but below is what I am showing in the system
*** * *** - year Warranty - Automatic Years (Already Showing years)
*** * *** - year Warranty - Year Warranty was not an option (Showing years)
*** * *** - year Warranty - Year Warranty was not an option (Showing years)
Again, the attached warranty copies are showing that of the units came with a year warranty with no option for a year warranty
Regards,
*** ***
Manager of Consumer Affairs
Mr***,
*** *** has claimed she has tried to reach out to you numerous times, however she has been unable to do so. Would you please give her a call at ***, so we can set up a time to get a contractor out to your home?
Regards,
*** ***
Consumer Affairs
Mr***
I understand and sympathize with your frustration that the labor and freon will not be covered under warranty. However, Company Policy clearly states that labor and freon are not covered under the terms of the warranty. The warranty certificate is a legal document that clearly defines what Goodman is or isn't responsible for. Goodman Manufacturing will continue to honor that parts warranty in the future, however labor and freon will continue to not be covered under warranty
Regards,
*** ***
Manager of Consumer Affairs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Consumer
Most Recent Message
Date Sent: 9/18/2:26:PM
Revdex.com:
To begin, your website has incorrectly marked this as resolved, despite accepting my letter after click the "not resolved" button I'll assume this is a bug and not intentional Please resolved this immediately
This letter is to inform you that Goodman Manufacturing Company, LP has NOT carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/16/3:12:PM and assigned ID ***
I indicated that this was not completed, as they have not proposed any resolution except to continue requiring customers make use of a cost prohibitive third party service to receive warranty service If they were truly concerned with the safety of their customers and quality of their product they would provide warranty service for their products As no resolution is proposed, I cannot see any way that I would be able to accept this as successfully resolved
Regards,
***
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I accidently closed the orginal complaint filed by clicking on the wrong address on a email recieved from Revdex.comi was thinking I was sending the serial/model number and service info requested by Revdex.com to the complaint department.,then I relized I had closed my own complaint thanks for your help *** * ***
Regards,
[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 ***, and find that this resolution would be satisfactory to me
serial #***
model #***
home phone# ***
cell #***
installer of unit was ***'* heating and cooling which serviced it and worked on it several times testing for leaks and checking for not cooling, added freon each time they came out finally they stated there was nothing more they could do and there wasn't any warranty on the unit*** *** #***
service tech this year was *** *** *** *** *** they checked for leaks and added freon, not cooling again*** *** *** #***
last is all season goodman sent out to test for a leak again*** *** #***
*** * ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I called the subject company and he said he would contact Goodman for more details I never heard from him again This is the 2nd "no show" for this event I also asked Goodman not to contact the original contractor and they did If fact, once I threatened to file a law suit, they ordered an inspection by the regional building dept and failed The furnace noise from the fan is less now However, now the furnace is cycling on and off after running an absorbent amount of time The furnace (high efficiency) should have never been placed in the attic The contractor should not be allowed to sell and install furnaces as they have no idea what they are doing.Regards,
*** ***
[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 ***, and find that this resolution would be satisfactory to me
Have looked up all systems and they as you said
Though I believe some compensation or month of summer time w/o and AC is due .
I will accept your lesser resolution..
Sincerely
*** ***
[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]. I have spoken to [redacted], [redacted] and another gal in your office, still going on 3 weeks without the part that was under warranty - this is unbelievable that you make [redacted] customers wait this long with no AC!! I have even offered several times to drive from [redacted] to [redacted] to pick it up myself. Furthermore, I'm being told that I will be billed over [redacted] for Freon to be replaced. . . .this was a defective coil leaking Freon and under warranty!!! My technician is [redacted] at [redacted], he gave me the serial # [redacted]
Mr. [redacted],
I am unable to converse with Legal parties, but I can assure you that we will continue to honor your parts warranty. Please let me know if you change you mind and I would be happy to assist with getting the repairs completed.
Regards,
[redacted]
Manager of Consumer Affairs
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]. [redacted],
Thank you for contacting Goodman's Consumer Affairs Division. We sincerely regret the difficulty you have experienced. We make every effort to manufacture products of only the...
highest quality. Goodman’s record in providing consumers with a well designed, long lasting product is among the best in the industry. However, despite the careful testing of each unit, problems can occur.
As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs. Our Limited Warranty covers replacement of a failed part, should a part fail. This warranty does not cover labor, service charges or any other cost associated with the repair. This warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc.
To further offset the costs associated with labor, many homeowners have opted to invest in a [redacted]. With a [redacted], you would have had your choice of 5-years, 10-years, or even up to 99-years (compressor only) of worry-free comfort without the unexpected cost of replacement parts or labor expenses should your Goodman brand equipment require covered service. The [redacted]s are available for purchase for up to 12 months after installation.
Unfortunately, you did not purchase any labor warranties with your product. Offering reimbursement of labor for a failed part without this coverage would not be a fair business practice to the thousands of homeowners who have already paid the upfront costs to protect their investment. Company Policy does not cover the cost of labor for failed parts. Also, there is a minimal claim history on your six year old units, which not suggest a high failure rate. We will be unable to honor your request for labor assistance.
Sincerely,
[redacted]
Manager of Consumer Affairs
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.
Well, another 2x weeks has gone by with no repair shop coming by my house as promised. I received 1x phone call from [redacted] (sp?) and she stated she was going to have some company "inspect" the furnace. The cycling/thunking noise is still coming from the furnace after the unit has been running for some time. Difficult to say how much time and/or how hot the unit gets to understand why it is making the noise.This has been the worse experience I have had with a new appliance unit in my 50 years of life. This company flat-out does not care. I wish I had bough a [redacted].Please let me know if you are going to address this issue. I am going to call the [redacted] and have them get involved next week.
Regards,[redacted]
[redacted],
Again, there is nothing that Goodman Manufacturing can do to resolve this issue, other than refer you to a local technician. Per company policy, Goodman Manufacturing will not sell parts to a homeowner, we only sell equipment to Distributors. The Distributor's are only able to sell equipment to State Certified Licensed Technicians, in no way is this a faulty business practice. Goodman Manufacturing is only able to ensure product quality by enabling technicians with the proper training to purchase parts. Again, this is company policy and it is adhered to 100 percent of the time. I apologize that you find our business practices unfair, but we provide quality parts and service to thousands of customers whom understand that rules and regulations dictate policy. I appreciate your understanding in this matter.
Dear [redacted] ,
Thank you for contacting Goodman's [redacted]. We sincerely regret the difficulty you have experienced. We make every effort to manufacture products of only the highest quality. Goodman’s record in providing consumers with a well designed, long lasting product is among the best in the industry. However, despite the careful testing of each unit, problems can occur.
I understand that you have been working with a [redacted] to help find a resolution to your problems. Goodman Manufacturing has offered an extended labor warranty that will cover the cost of the repairs, if any failure should occur during the remaining parts warranty. Please sign and return the Extended Labor Contract for processing. Again, thank you for your understanding and patience throughout the warranty process.
Thank you for contacting Goodman's Consumer Affairs Division. We sincerely regret the difficulty you have experienced. We make every effort to manufacture products of only the highest quality. Goodman’s record in providing consumers with a well...
designed, long lasting product is among the best in the industry. However, despite the careful testing of each unit, problems can occur.
As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs. Our Limited Warranty covers replacement of a failed part, should a part fail. This warranty does not cover labor, service charges or any other cost associated with the repair. This warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc.
To further offset the costs associated with labor, many homeowners have opted to invest in a GoodCare Extended Labor Warranty. With a GoodCare Extended Service Plan, you would have had your choice of 5-years, 10-years, or even up to 99-years (compressor only) of worry-free comfort without the unexpected cost of replacement parts or labor expenses should your Goodman brand equipment require covered service. The GoodCare Extended Service Plans are available for purchase for up to 12 months after installation.
Unfortunately, you did not purchase any labor warranties with your product. Offering reimbursement of labor for a failed part without this coverage would not be a fair business practice to the thousands of homeowners who have already paid the upfront costs to protect their investment.
Also, I have attached a copy of the warranty associated with your unit, which states that labor and freon are not covered under standard warranty. I apologize for the inconvience, however Goodman Manufacturing would be unable to fulfill your request for a refund.
Sincerely,
[redacted]
Manager of Consumer Affairs
Mr. [redacted],
I understand that you have been dealing with [redacted]. She communicated that a new company was going to visit the home. The contractor's name is [redacted] at [redacted] of [redacted]. I will confirm with [redacted] that the site visit has already been set up. If it has already taken place, would you please update me on the findings of [redacted]? We can then decide how to move forward to find an acceptable solution. If you would also, please update me on the problems to date, as we can also look into finding a solution to the past problems.
Best Regards,
[redacted]
Manager of Consumer Affairs
*** ***,
I apologize about the problems that you have experienced with the delivery of your coil. I am not sure what department you have been talking to, but if I could have the name of your servicing company and the telephone number, I would be more than happy to track down the coil for
you. Also, could you double check the serial number of your unit, it appears that the serial number you provided is missing one digit
Regards,
*** ***
Manager of Consumer Affairs
Mr***,
I understand your frustration, but a unit replacement is not covered under the Manufacturer's warranty. If your contractor feels that a unit replacement is necessary, then he needs to ask for a Technical Representative from the Distributor to make a site visit. The technical representative would then make a decision on a unit replacement, but based on the units history a unit replacement is not permissable. Goodman will continue to honor the parts warranty, but again the warranty that covers the unit is for parts only. A unit replacement is given based on a Technical Representatives professional opinion, not at the request of the home owner. So, I respectfully ask that you have your contractor contact the distributor, otherwise the parts warranty will continue to be in place.
Regards,
*** ***
Manager of Consumer Affairs
Mr***,
We make every effort to manufacture products of only the highest qualityGoodman’s record in providing consumers with a well designed, long lasting product is among the best in the industryHowever, despite the careful testing of each unit, problems can occurAs a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costsOur Limited Warranty covers replacement of a failed part, should a part failThis warranty does not cover labor, service charges or any other cost associated with the repairThis warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
From: *** *** [mailto:***]
Sent: Monday, November 10, 11:AM
To: drteam
Subject: complaint #***: Goodman has still not sent anyone to view my problem
*** ***,
I would be more than happy to review the case for you. Would you please send me a copy of the paperwork that you have the shows years? Below I am showing that one of the units has years, while the other came with years only with no option for the years.
However, if you are able to product paperwork that shows proof of years, then I would be more than happy to review. I have attached copies of your units applicable warranty papers, but below is what I am showing in the system
*** * *** - year Warranty - Automatic Years (Already Showing years)
*** * *** - year Warranty - Year Warranty was not an option (Showing years)
*** * *** - year Warranty - Year Warranty was not an option (Showing years)
Again, the attached warranty copies are showing that of the units came with a year warranty with no option for a year warranty
Regards,
*** ***
Manager of Consumer Affairs
Mr***,
*** *** has claimed she has tried to reach out to you numerous times, however she has been unable to do so. Would you please give her a call at ***, so we can set up a time to get a contractor out to your home?
Regards,
*** ***
Consumer Affairs
Mr***
I understand and sympathize with your frustration that the labor and freon will not be covered under warranty. However, Company Policy clearly states that labor and freon are not covered under the terms of the warranty. The warranty certificate is a legal document that clearly defines what Goodman is or isn't responsible for. Goodman Manufacturing will continue to honor that parts warranty in the future, however labor and freon will continue to not be covered under warranty
Regards,
*** ***
Manager of Consumer Affairs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Consumer
Most Recent Message
Date Sent: 9/18/2:26:PM
Revdex.com:
To begin, your website has incorrectly marked this as resolved, despite accepting my letter after click the "not resolved" button I'll assume this is a bug and not intentional Please resolved this immediately
This letter is to inform you that Goodman Manufacturing Company, LP has NOT carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/16/3:12:PM and assigned ID ***
I indicated that this was not completed, as they have not proposed any resolution except to continue requiring customers make use of a cost prohibitive third party service to receive warranty service If they were truly concerned with the safety of their customers and quality of their product they would provide warranty service for their products As no resolution is proposed, I cannot see any way that I would be able to accept this as successfully resolved
Regards,
***
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I accidently closed the orginal complaint filed by clicking on the wrong address on a email recieved from Revdex.comi was thinking I was sending the serial/model number and service info requested by Revdex.com to the complaint department.,then I relized I had closed my own complaint thanks for your help *** * ***
Regards,
[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 ***, and find that this resolution would be satisfactory to me
serial #***
model #***
home phone# ***
cell #***
installer of unit was ***'* heating and cooling which serviced it and worked on it several times testing for leaks and checking for not cooling, added freon each time they came out finally they stated there was nothing more they could do and there wasn't any warranty on the unit*** *** #***
service tech this year was *** *** *** *** *** they checked for leaks and added freon, not cooling again*** *** *** #***
last is all season goodman sent out to test for a leak again*** *** #***
*** * ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I called the subject company and he said he would contact Goodman for more details I never heard from him again This is the 2nd "no show" for this event I also asked Goodman not to contact the original contractor and they did If fact, once I threatened to file a law suit, they ordered an inspection by the regional building dept and failed The furnace noise from the fan is less now However, now the furnace is cycling on and off after running an absorbent amount of time The furnace (high efficiency) should have never been placed in the attic The contractor should not be allowed to sell and install furnaces as they have no idea what they are doing.Regards,
*** ***
[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 ***, and find that this resolution would be satisfactory to me
Have looked up all systems and they as you said
Though I believe some compensation or month of summer time w/o and AC is due .
I will accept your lesser resolution..
Sincerely
*** ***
[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]. I have spoken to [redacted], [redacted] and another gal in your office, still going on 3 weeks without the part that was under warranty - this is unbelievable that you make [redacted] customers wait this long with no AC!! I have even offered several times to drive from [redacted] to [redacted] to pick it up myself. Furthermore, I'm being told that I will be billed over [redacted] for Freon to be replaced. . . .this was a defective coil leaking Freon and under warranty!!! My technician is [redacted] at [redacted], he gave me the serial # [redacted]
Mr. [redacted],
I am unable to converse with Legal parties, but I can assure you that we will continue to honor your parts warranty. Please let me know if you change you mind and I would be happy to assist with getting the repairs completed.
Regards,
[redacted]
Manager of Consumer Affairs
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]. [redacted],
Thank you for contacting Goodman's Consumer Affairs Division. We sincerely regret the difficulty you have experienced. We make every effort to manufacture products of only the...
highest quality. Goodman’s record in providing consumers with a well designed, long lasting product is among the best in the industry. However, despite the careful testing of each unit, problems can occur.
As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs. Our Limited Warranty covers replacement of a failed part, should a part fail. This warranty does not cover labor, service charges or any other cost associated with the repair. This warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc.
To further offset the costs associated with labor, many homeowners have opted to invest in a [redacted]. With a [redacted], you would have had your choice of 5-years, 10-years, or even up to 99-years (compressor only) of worry-free comfort without the unexpected cost of replacement parts or labor expenses should your Goodman brand equipment require covered service. The [redacted]s are available for purchase for up to 12 months after installation.
Unfortunately, you did not purchase any labor warranties with your product. Offering reimbursement of labor for a failed part without this coverage would not be a fair business practice to the thousands of homeowners who have already paid the upfront costs to protect their investment. Company Policy does not cover the cost of labor for failed parts. Also, there is a minimal claim history on your six year old units, which not suggest a high failure rate. We will be unable to honor your request for labor assistance.
Sincerely,
[redacted]
Manager of Consumer Affairs
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.
Well, another 2x weeks has gone by with no repair shop coming by my house as promised. I received 1x phone call from [redacted] (sp?) and she stated she was going to have some company "inspect" the furnace. The cycling/thunking noise is still coming from the furnace after the unit has been running for some time. Difficult to say how much time and/or how hot the unit gets to understand why it is making the noise.This has been the worse experience I have had with a new appliance unit in my 50 years of life. This company flat-out does not care. I wish I had bough a [redacted].Please let me know if you are going to address this issue. I am going to call the [redacted] and have them get involved next week.
Regards,[redacted]
[redacted],
Again, there is nothing that Goodman Manufacturing can do to resolve this issue, other than refer you to a local technician. Per company policy, Goodman Manufacturing will not sell parts to a homeowner, we only sell equipment to Distributors. The Distributor's are only able to sell equipment to State Certified Licensed Technicians, in no way is this a faulty business practice. Goodman Manufacturing is only able to ensure product quality by enabling technicians with the proper training to purchase parts. Again, this is company policy and it is adhered to 100 percent of the time. I apologize that you find our business practices unfair, but we provide quality parts and service to thousands of customers whom understand that rules and regulations dictate policy. I appreciate your understanding in this matter.
Best Regards,
[redacted]
Manager of Consumer Affairs
Dear [redacted] ,
Thank you for contacting Goodman's [redacted]. We sincerely regret the difficulty you have experienced. We make every effort to manufacture products of only the highest quality. Goodman’s record in providing consumers with a well designed, long lasting product is among the best in the industry. However, despite the careful testing of each unit, problems can occur.
I understand that you have been working with a [redacted] to help find a resolution to your problems. Goodman Manufacturing has offered an extended labor warranty that will cover the cost of the repairs, if any failure should occur during the remaining parts warranty. Please sign and return the Extended Labor Contract for processing. Again, thank you for your understanding and patience throughout the warranty process.
Best Regards,
[redacted]
Dear [redacted] [redacted]
Thank you for contacting Goodman's Consumer Affairs Division. We sincerely regret the difficulty you have experienced. We make every effort to manufacture products of only the highest quality. Goodman’s record in providing consumers with a well...
designed, long lasting product is among the best in the industry. However, despite the careful testing of each unit, problems can occur.
As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs. Our Limited Warranty covers replacement of a failed part, should a part fail. This warranty does not cover labor, service charges or any other cost associated with the repair. This warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc.
To further offset the costs associated with labor, many homeowners have opted to invest in a GoodCare Extended Labor Warranty. With a GoodCare Extended Service Plan, you would have had your choice of 5-years, 10-years, or even up to 99-years (compressor only) of worry-free comfort without the unexpected cost of replacement parts or labor expenses should your Goodman brand equipment require covered service. The GoodCare Extended Service Plans are available for purchase for up to 12 months after installation.
Unfortunately, you did not purchase any labor warranties with your product. Offering reimbursement of labor for a failed part without this coverage would not be a fair business practice to the thousands of homeowners who have already paid the upfront costs to protect their investment.
Also, I have attached a copy of the warranty associated with your unit, which states that labor and freon are not covered under standard warranty. I apologize for the inconvience, however Goodman Manufacturing would be unable to fulfill your request for a refund.
Sincerely,
[redacted]
Manager of Consumer Affairs
Mr. [redacted],
I understand that you have been dealing with [redacted]. She communicated that a new company was going to visit the home. The contractor's name is [redacted] at [redacted] of [redacted]. I will confirm with [redacted] that the site visit has already been set up. If it has already taken place, would you please update me on the findings of [redacted]? We can then decide how to move forward to find an acceptable solution. If you would also, please update me on the problems to date, as we can also look into finding a solution to the past problems.
Best Regards,
[redacted]
Manager of Consumer Affairs