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 failures within seasons is not a high claim history !!?! I've worked as an HVAC engineer, that track record is abysmal [redacted] , [redacted] , [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 seasons ?!? That's what happened with my 2-zoned installation And 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] ***
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] Dear [redacted] * [redacted] , Thank you for contacting Goodman's Consumer Affairs DivisionWe sincerely regret the difficulty you have experiencedWe 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 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 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 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 serviceThe [redacted] ***s are available for purchase for up to months after installation Unfortunately, you did not purchase any labor warranties with your productOffering 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 investmentCompany 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
[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 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]
[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 year warranties, but I have extended them out until 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 year warranties However, labor is not something that will be covered 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 systemThis may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s) Thank you, [redacted] Consumer Affairs ###-###-####
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 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 years of life This company flat-out does not care I wish I had bough a ***.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]
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]
[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] 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,
[redacted] , Thank you for contacting Goodman's Consumer Affairs DivisionWe sincerely regret the difficulty you have experiencedWe 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 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
Dear [redacted] Thank you for contacting Goodman's Consumer Affairs DivisionWe sincerely regret the difficulty you have experiencedWe 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 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 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 To further offset the costs associated with labor, many homeowners have opted to invest in a GoodCare Extended Labor WarrantyWith 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 serviceThe GoodCare Extended Service Plans are available for purchase for up to months after installation Unfortunately, you did not purchase any labor warranties with your productOffering 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
Dear [redacted] , Thank you for contacting Goodman's [redacted] We sincerely regret the difficulty you have experiencedWe 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 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]
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, 4: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] Thank you! [redacted] Regards,
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 meI am now asking for a complete replacement unit for the entire system or $10,to replace this defective system with another brand within daysI was notified by the same service technician on 5/12/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 leakingI was also told that any attempts to repair this unit will only result in leakage at a later dateAt $to replace the evaporator coil it makes no sense to fix this unit that has failed at my house and at least other houses within 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 warrantyAs 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 yearIf 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]
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 Mr [redacted] misspoke I have had troubles (plural) on TWO GOODMAN coils and GOODMAN furnace within 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,
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 failures within seasons is not a high claim history !!?! I've worked as an HVAC engineer, that track record is abysmal [redacted] , [redacted] , [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 seasons ?!? That's what happened with my 2-zoned installation And 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] ***
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] Dear [redacted] * [redacted] , Thank you for contacting Goodman's Consumer Affairs DivisionWe sincerely regret the difficulty you have experiencedWe 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 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 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 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 serviceThe [redacted] ***s are available for purchase for up to months after installation Unfortunately, you did not purchase any labor warranties with your productOffering 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 investmentCompany 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
[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 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]
[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 year warranties, but I have extended them out until 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 year warranties However, labor is not something that will be covered 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 systemThis may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s) Thank you, [redacted] Consumer Affairs ###-###-####
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 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 years of life This company flat-out does not care I wish I had bough a ***.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]
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]
[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] 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,
[redacted] , Thank you for contacting Goodman's Consumer Affairs DivisionWe sincerely regret the difficulty you have experiencedWe 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 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
Dear [redacted] Thank you for contacting Goodman's Consumer Affairs DivisionWe sincerely regret the difficulty you have experiencedWe 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 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 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 To further offset the costs associated with labor, many homeowners have opted to invest in a GoodCare Extended Labor WarrantyWith 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 serviceThe GoodCare Extended Service Plans are available for purchase for up to months after installation Unfortunately, you did not purchase any labor warranties with your productOffering 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
Dear [redacted] , Thank you for contacting Goodman's [redacted] We sincerely regret the difficulty you have experiencedWe 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 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]
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, 4: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] Thank you! [redacted] Regards,
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 meI am now asking for a complete replacement unit for the entire system or $10,to replace this defective system with another brand within daysI was notified by the same service technician on 5/12/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 leakingI was also told that any attempts to repair this unit will only result in leakage at a later dateAt $to replace the evaporator coil it makes no sense to fix this unit that has failed at my house and at least other houses within 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 warrantyAs 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 yearIf 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]
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 Mr [redacted] misspoke I have had troubles (plural) on TWO GOODMAN coils and GOODMAN furnace within 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,
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