Dear Mr. [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.
To better assist you, please provide the model and serial number to your complete system. This may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s).
Dear [redacted]:
We have received your letter concerning your split system. However in order to properly address your concern(s), we need the following information:
Unit Model ___________________________
Serial...
Number ___________________________
Daytime Telephone Number _________________
Could you please provide the contact information for the contractor that you are currently using? This will assist in getting the right product specialist involved in fixing your unit.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
All further communictaions should be directed to the law firm of [redacted]
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.
Sent: Thursday, November 13, 2014 4:04 PM
To: drteam
Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
Dear Revdex.com,
They are stalling. They have the information as I have a number from them.
You can pass on:
[redacted]
[redacted]
Thank you!
[redacted]
Regards,
Mr. [redacted],
[redacted] has been in contact with the local distributor and is arranging a site visit to look at your unit. If you need further instruction feel free to reach [redacted] at [redacted]. Hopefully, we will have the scheduled out by tomorrow.
Regards,
[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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
The air handler SN is [redacted] with a date of manufacture of 5/14/2010- my entire unit is under warranty and replacing the parts is NOT going to work for me. I am now asking for a complete replacement unit for the entire system or $10,000 to replace this defective system with another brand within 14 days. I was notified by the same service technician on 5/12/2014 that the compressor is
spinning backwards and would fail in the very near future as a result of
running low on freon for too long and that the evaporator coil was leaking. I was also told that any attempts to repair this unit will only result
in leakage at a later date. At $1800 to replace the evaporator coil it makes no sense to fix this unit that has failed at my house and at least 4 other houses within 500 feet of mine (estimated) in a four year old (approximately) neighborhood.
Goodman's warranty is a failure and the consumer should not be required to pay tremendous amounts for labor for a defectively designed product, especially one that is still under warranty. As it was told to me "the parts are not much, but the labor is what gets you"- I paraphrase the aforementioned technician.
My family and I have suffered with no heat and no cooling since January of this year. If Goodman fails to comply with either option promptly, I will have no choice but to seek remedies to the maximum extent permissible by law.
One Unhappy Customer,
[redacted]
[redacted],
Judging from the paper you supplied I can understand why you believe warranties were changed. However, I did send you offical copies of the unit warranties. Two of the units are only eligible for 5 year warranties, but I have extended them out until 10 years. This is being made as a Good Faith gesture, because it appears that there is something wrong with our system. I have updated the other two systems to reflect the new 10 year warranties. However, labor is not something that will be covered.
Regards,
[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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Mr. [redacted],
Again, we apologize about the trouble that you have encountered with your unit, however per Company Policy the warranty associated with your unit is a parts only warranty. Labor and Freon are not items covered under the standard warranty. Goodman Manufacturing will continue to honor the parts warranty for the remainder of the units warranty, but Labor and Freon will not be covered under the warranty terms.
Best Regards,
[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.
3 failures within 5 seasons is not a high claim history !!?! I've worked as an HVAC engineer, that track record is abysmal. [redacted] and even [redacted] have exceedingly better reliability. No wonder Consumer Reports rated Goodman poorly. Do you expect 100% of your installed coils to fail within 5 seasons ?!? That's what happened with my 2-zoned installation. And 1 of my furnaces also failed! Low cost provider means poor quality control. Gaining low-end market share by containing investment cost in quality measures is a short sighted strategy. Prospective high end new construction home buyers should, and eventually will, demand builders refrain from installing the lowest cost HVAC provider. Goodman has an unacceptably high failure rate and should be avoided.
Regards,
[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.
I understand the frustration that you have with our Business Model, however we are unable to alter this model. Goodman Manufacturing only sells products to certified distributors and those distributors only sell the products to certified HVAC technicians. Company policy requires that only certified HVAC trained technicians work on the units for safety and product integrity reasons. Anytime that you are dealing with a product that involves electricity and/or gas there can be serious mistakes made, therefore the only way we can protect our customers is by offering parts to certified technicians. Also, it should be noted if a home owner performs work on a unit it automatically voids the warranty.
While I know this is not the answer that you wanted, this is the company policy that protects both our products and our customers. It should also be noted that State Licensed technicians have received the proper training to safely repair your HVAC equipment.
Mr. [redacted],
Thank you for contacting Goodman/Amana's Consumer Affairs Division.
To better assist you, please provide the model and serial number to your complete system. This may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s)....
[redacted],
Last night I faxed over a copy of the Extended Labor Warranty, however I have not recieved it back. Could you please either email it back to me at [redacted], or fax it to [redacted]. I will have the contract processed ASAP.
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.
Mr. [redacted] stated <<<Again, we apologize about the trouble that you have encountered with your unit...>>>
Mr. [redacted] misspoke. I have had troubles (plural) on TWO GOODMAN coils and 1 GOODMAN furnace within 5 seasons. Apparently, Goodman believes this to be an acceptable failure rate. As a former HVAC engineer, I'll be sure to relay this to anyone seeking my advice.
Regards,
Dear Mr. [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.
To better assist you, please provide the model and serial number to your complete system. This may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s).
Best Regards,
[redacted]
Manager of Consumer Affairs
Dear [redacted]:
We have received your letter concerning your split system. However in order to properly address your concern(s), we need the following information:
Unit Model ___________________________
Serial...
Number ___________________________
Daytime Telephone Number _________________
Could you please provide the contact information for the contractor that you are currently using? This will assist in getting the right product specialist involved in fixing your unit.
Regards,
[redacted]
[redacted]
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
All further communictaions should be directed to the law firm of [redacted]
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.
Sent: Thursday, November 13, 2014 4:04 PM
To: drteam
Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
Dear Revdex.com,
They are stalling. They have the information as I have a number from them.
You can pass on:
[redacted]
[redacted]
Thank you!
[redacted]
Regards,
Mr. [redacted],
[redacted] has been in contact with the local distributor and is arranging a site visit to look at your unit. If you need further instruction feel free to reach [redacted] at [redacted]. Hopefully, we will have the scheduled out by tomorrow.
Regards,
[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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
The air handler SN is [redacted] with a date of manufacture of 5/14/2010- my entire unit is under warranty and replacing the parts is NOT going to work for me. I am now asking for a complete replacement unit for the entire system or $10,000 to replace this defective system with another brand within 14 days. I was notified by the same service technician on 5/12/2014 that the compressor is
spinning backwards and would fail in the very near future as a result of
running low on freon for too long and that the evaporator coil was leaking. I was also told that any attempts to repair this unit will only result
in leakage at a later date. At $1800 to replace the evaporator coil it makes no sense to fix this unit that has failed at my house and at least 4 other houses within 500 feet of mine (estimated) in a four year old (approximately) neighborhood.
Goodman's warranty is a failure and the consumer should not be required to pay tremendous amounts for labor for a defectively designed product, especially one that is still under warranty. As it was told to me "the parts are not much, but the labor is what gets you"- I paraphrase the aforementioned technician.
My family and I have suffered with no heat and no cooling since January of this year. If Goodman fails to comply with either option promptly, I will have no choice but to seek remedies to the maximum extent permissible by law.
One Unhappy Customer,
[redacted]
[redacted],
Judging from the paper you supplied I can understand why you believe warranties were changed. However, I did send you offical copies of the unit warranties. Two of the units are only eligible for 5 year warranties, but I have extended them out until 10 years. This is being made as a Good Faith gesture, because it appears that there is something wrong with our system. I have updated the other two systems to reflect the new 10 year warranties. However, labor is not something that will be covered.
Regards,
[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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Mr. [redacted],
Again, we apologize about the trouble that you have encountered with your unit, however per Company Policy the warranty associated with your unit is a parts only warranty. Labor and Freon are not items covered under the standard warranty. Goodman Manufacturing will continue to honor the parts warranty for the remainder of the units warranty, but Labor and Freon will not be covered under the warranty terms.
Best Regards,
[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.
3 failures within 5 seasons is not a high claim history !!?! I've worked as an HVAC engineer, that track record is abysmal. [redacted] and even [redacted] have exceedingly better reliability. No wonder Consumer Reports rated Goodman poorly. Do you expect 100% of your installed coils to fail within 5 seasons ?!? That's what happened with my 2-zoned installation. And 1 of my furnaces also failed! Low cost provider means poor quality control. Gaining low-end market share by containing investment cost in quality measures is a short sighted strategy. Prospective high end new construction home buyers should, and eventually will, demand builders refrain from installing the lowest cost HVAC provider. Goodman has an unacceptably high failure rate and should be avoided.
Regards,
[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.
I understand the frustration that you have with our Business Model, however we are unable to alter this model. Goodman Manufacturing only sells products to certified distributors and those distributors only sell the products to certified HVAC technicians. Company policy requires that only certified HVAC trained technicians work on the units for safety and product integrity reasons. Anytime that you are dealing with a product that involves electricity and/or gas there can be serious mistakes made, therefore the only way we can protect our customers is by offering parts to certified technicians. Also, it should be noted if a home owner performs work on a unit it automatically voids the warranty.
While I know this is not the answer that you wanted, this is the company policy that protects both our products and our customers. It should also be noted that State Licensed technicians have received the proper training to safely repair your HVAC equipment.
Best Regards,
[redacted]
Manager of Consumer Affairs
Mr. [redacted],
Thank you for contacting Goodman/Amana's Consumer Affairs Division.
To better assist you, please provide the model and serial number to your complete system. This may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s)....
Thank you,
[redacted]
Consumer Affairs
###-###-####
[redacted],
Last night I faxed over a copy of the Extended Labor Warranty, however I have not recieved it back. Could you please either email it back to me at [redacted], or fax it to [redacted]. I will have the contract processed ASAP.
Regards,
[redacted]...
[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.
Mr. [redacted] stated <<<Again, we apologize about the trouble that you have encountered with your unit...>>>
Mr. [redacted] misspoke. I have had troubles (plural) on TWO GOODMAN coils and 1 GOODMAN furnace within 5 seasons. Apparently, Goodman believes this to be an acceptable failure rate. As a former HVAC engineer, I'll be sure to relay this to anyone seeking my advice.
Regards,