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BBB Accredited Business since

Goodman Manufacturing Company, LP

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Phone: (713) 861-2500 Fax: (713) 856-1821 View Additional Phone Numbers 5151 San Felipe, Suite 500, Houston, TX 77056 http://www.goodmanmfg.com View Additional Web Addresses


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Description

This company is a manufacturer of residential and light commercial air conditioning, heating, and indoor air quality products and systems.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Goodman Manufacturing Company, LP meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Goodman Manufacturing Company, LP include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 187 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

187 complaints closed with BBB in last 3 years | 68 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 53
Problems with Product/Service 133
Total Closed Complaints 187

Additional Complaint Information

Attention:   

Consumers can contact Adam Galando with Goodman Manufacturing directly if they have an issue:   

Toll Free:        877.254.4729 
Direct email: consumeraffairs@goodmanmfg.com 


For additional information regarding the limited warranty coverage of our products, visit www. goodmanmfg.com. Click on the Warranty text located on the left side of the webpage.    

The following is a statement from Goodman Manufacturing:

A new Goodman brand unit may require an update to your home's air distribution system that might not have been necessary with your old central heating and cooling units.  If you are not satisfied with the performance of your new Goodman brand products, please be certain to have the installing contractor/dealer check for the following conditions- all can have detrimental effect on the comfort level in your home and the operation of your new Goodman brand unit.  

*Improper duct sizing or air distribution system  
*Imbalanced air distribution system
*Leaking or damaged ductwork, registers, and air distribution boxes
*Improperly matched condenser and evaporator        
*Ductwork return air is too small for new equipment       
*Improper start-up, test, and installation verification of equipment as outlined by manufacturer and industry guidelines   

These items are presented as an overall guideline.  Many other conditions and situations can affect the performance of your new Goodman unit. 

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Goodman Manufacturing Company, LP
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 4

Additional Information

BBB file opened: January 01, 1991 Business started: 02/01/1983 Business started locally: 02/01/1983 Business incorporated 02/01/1983 in DE
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of Licensing & Regulation
920 Colorado, Austin TX 78701
http://www.license.state.tx.us/
Phone Number: (800) 803-9202
Fax Number: (512) 475-2871

Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Tori Brandum, Senior Manager- Warranty and Consumer Affairs Mr. Rex Anderson, Director of Communications Ms. Deanna M. Cates
Contact Information
Principal: Ms. Tori Brandum, Senior Manager- Warranty and Consumer Affairs
Customer Contact: Ms. Deanna M. Cates
Related Businesses
Daikin North America, LLC
Business Category

AIR CONDITIONING & HEATING

Alternate Business Names
Amana Heating and A/C Goodman Company, LP Goodman Global, Inc. Goodman Manufacturing
Industry Tips
AIR CONDITIONING & HEATING - SELECTING A COMPANY

Customer Review Rating plus BBB Rating Summary

Goodman Manufacturing Company, LP has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 2550 N Loop West #400

    Houston , TX 77092

  • 5151 San Felipe, Suite 500

    Houston, TX 77056 (713) 263-5064 (937) 890-9291 (913) 263-5862

  • 7401 Security Way, Suite 100

    Houston, TX 77040 (877) 254-4729

  • THIS LOCATION IS NOT BBB ACCREDITED

    6070 Hillcrest Dr

    Valley View, OH 44125

  • THIS LOCATION IS NOT BBB ACCREDITED

    990 Manufacturers Road

    Dayton, TN 37321

  • THIS LOCATION IS NOT BBB ACCREDITED

    11700 Stonehollow

    Austin, TX 78758

  • THIS LOCATION IS NOT BBB ACCREDITED

    126 A Hodges Street

    Lake Charles, LA 70605

  • THIS LOCATION IS NOT BBB ACCREDITED

    4000 W Harmon Ave STE 1

    Las Vegas, NV 89103

  • THIS LOCATION IS NOT BBB ACCREDITED

    4464 Calimesa St

    Las Vegas, NV 89115

  • THIS LOCATION IS NOT BBB ACCREDITED

    7360 Eastgate Rd STE 155

    Henderson, NV 89011

  • THIS LOCATION IS NOT BBB ACCREDITED

    125 N. 67th Ave # 7

    Phoenix, AZ 85043

  • THIS LOCATION IS NOT BBB ACCREDITED

    70 S. 27th Street

    Phoenix, AZ 85034

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/25/2016 Guarantee/Warranty Issues
4/18/2016 Problems with Product/Service
4/1/2016 Problems with Product/Service
3/11/2016 Problems with Product/Service
2/26/2016 Problems with Product/Service
2/20/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service
2/15/2016 Problems with Product/Service
2/13/2016 Problems with Product/Service
2/8/2016 Problems with Product/Service
2/3/2016 Guarantee/Warranty Issues
1/29/2016 Problems with Product/Service
1/15/2016 Guarantee/Warranty Issues
1/11/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: www.goodmanmfg.com. Contact: Rex A******* - Director of Communications - 713.263.5064 - rex.********@goodmanmfg.com. or Consumers can contact Adam G****** with Goodman Manufacturing directly if they have an issue: Toll Free: 877.254.4729 Direct email: consumeraffairs@goodmanmfg.com My Problem ticket # ****** -Central AC only 3 years old defective (Coil) parts- Spoke with the Goodman's customer service rep. and Claudine the Manager with no resolution....******* *** ****** that does Goodman's repair for my area. Research revealed numerous complaints of the same defective part. I have a 10 year warranty.. Problem-model # ********** Serial # *************** ac unit Central AC was installed in my new home with a 10 yr. warranty reflects parts only ... however due to many complaints of this same part clearly demonstrates a defect that should merits this manufacturer's standing by their product -Result in Freon, oil and coil replacement plus labor -Totally unreasonable cost for relatively new (3yrs old) AC Unit. Desired Resolution -pay for labor and replace the entire unit that died after only 3 years and a warranty for future labor.

Desired Settlement: No Cost Repair or AC Unit Replacement -This will restore trust in this company/product

Business Response: Ms. *******,


We are sorry to hear of your trouble with your Goodman a/c unit.
One of our agents that is working on your case is waiting to hear back from the distributor to discuss your case further.
Goodman Manufacturing warranty  covers parts protection only an doesn't included labor, freon or service call charges. 
Can you please send us all of your repair invoices for further review.

Thank you,

Steven W*******
Goodman Manufacturing
Consumer Affairs

1/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Goodman Heat Pumps installed 12/8/2008 with multiple freon leaks since 2009. An extended Goodcare warranty was secured in 2011 with no little success finding a contractor on the Goodman list who would honor the multiple breakdowns, condenser coil replacements, compressor breakdowns, freon replenishments and now additional breakdowns but Goodman refused to hold Contractors to repair commitments and my units go unrepaired. We have had a couple cold nights with no operating heat (with a so-called Goodman/Goodcare warranty that is still valid until 2018).

Desired Settlement: Refund of $17K paid for equipment.

Business Response:

Dear Sir/Madam:

This customer has been in contact with our Consumer Affairs department, and we are currently assisting with locating a contractor who can complete the necessary repairs.  The units initially had some duct work & installation issues which are not a manufacture issue.

We are hopeful that an amicable resolution will take place.

Thank you,

Claudine F*******

Goodman Consumer Affairs Lead

 

12/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As part of a home renovation, I purchased a Goodman AC system through *** **** ******* for thousands of dollars in November 2014; the unit was activated in December 2014. The product was defective and malfunctioned, and caused thousands of dollars of irreparable consequential damage to my floor. I have tried working through my AC installer and directly with Goodman Manufacturing Company. The AC was defective and malfunctioned to that point that it damaged the newly installed bamboo flooring throughout my entire home. The AC system did not properly control humidity, which remained at 76-81%. Between March and July 2015, I noticed the bamboo flooring slowly start to ripple. It then began to buckle into mounds. I also started noticing “hollow” areas in different areas of the floor. The entire time I was puzzled about the cause, however I thought it was possibly foundation related. I questioned the installer, who said it was very unlikely as he inspected the foundation and also placed a water proofing sealer prior to installation. I also questioned general manager of the tile and flooring store where I purchased the bamboo to determine if there were any reported issues with the bamboo itself; there were no reports of defects. I also noticed a doorframe that seemed to be expanding to the point where the door was difficult open and close. The brand new kitchen cabinets also started to expand. In addition to the multiple repairs to the “mounds,” I had to cut out the flooring along the sliding glass doors that would no longer open as a result of the expansion. An out of town guest immediately stated the house felt humid. That is when I realized the problem could be AC-related. In July 2015, the AC company repaired multiple parts, including a split valve and compressor. After replacement of multiple parts to the Goodman unit, the humidity now remains between 55-60%. In working through my AC company since July 2015, *** **** *******, the AC company had communications with Goodman to discuss reimbursement for my floors. *** ****** VP of Operations discussed the issue with Goodman to the point they “are willing to help.” However, he indicated this would probably be elevated to Goodman’s corporate office. I was contacted by Goodman’s consumer affairs on September 2, 2015. On that date, I was given the Case # ******. I was asked by the representative to give her an explanation of what happened and to specify for what I was claiming. I clearly explained my situation and the consequential damage to my floor, and stated I was asking for reimbursement of the flooring cost, cost of installation, and cost of removal. At that point, she asked me to fax in receipts for the installation and flooring cost, and a quote for the floor removal. I faxed everything on September 3, 2015. I followed up multiple times and left multiple messages until I finally reached the representative again on September 11, 2015. After being put on hold to talk to her supervisor, Claudine, the representative told me because it is property damage Goodman will be reaching out to their regional technical representative to set-up a site visit with the AC installer. I tried contacting Goodman’s consumer affairs on September 14th and finally reached the representative again September 15, when I was told that Goodman’s regional technical representative was trying to reach the AC installer to coordinate the site visit. I was even asked to contact the AC installer’s VP of Operations myself to see if they could contact Goodman to coordinate the site visit, which I did but he was out of the office that afternoon. On September 18, more than two weeks after I provided all of the information about the damage to the flooring, the consumer affairs representative left me a message that a site visit had been scheduled for Tuesday (presumably 9/22), but because of the amount being claimed, three more technicians were involved, and the supervisor, Claudine, stated property damage is not something Goodman typically pays. The representative stated repeatedly that this issue has been elevated to individuals above her level. Again, all of this is more than two weeks after I provided all of the relevant information that specifically claimed property damage and after Goodman was coordinating a site visit to see the property damage. When I called Goodman on September 21, the representative said that my claim was denied because property damage is not covered by the AC’s limited warranty. The warranty only covers parts from the AC unit itself. I asked to speak with the supervisor, Claudine. Claudine reiterated that property damage is not covered under the unit’s limited warranty. She further stated that in *******, as it is in Goodman’s home state of Texas, humidity is a normal occurrence and that is something I have to live with. I explained that after the unit was repaired, the humidity within the home dropped from 76-81% to between 55-60%, and that is not location related. She stated that just because I don’t like the answer, the answer will not change. I asked if I could get something in writing, I was told no. She told me that I should file an insurance claim. I also left two messages with the consumer affairs representative to get a copy of the limited warranty for my unit, but was ignored. That same day I filed an insurance claim, and was later denied by the insurance adjuster because humidity is not a “covered peril.” I am not sure what transpired between Goodman and the AC installer, but it is clear the AC did not function properly, as multiple parts were replaced. It is also clear that Goodman did not dispute humidity created irreparable floor damage that caused thousands of dollars in damage to my floor. Additionally, Goodman was attempting to set-up a site visit to see the property damage, but something occurred where they completely reversed course and indicated that property damage is not covered under the limited warranty. Regarding the warranty, I recognize Goodman will protect its own interests. However, no company would still be in business if their products were known to cause thousands of dollars of property damage. I also suspect no reputable company would ethically enforce a warranty that does not consider a latent defect within its products. As a result of the damage caused by Goodman’s malfunctioning AC system, I have been unable to settle into my new home. To go from coordinating a site visit to view the property damage to completely denying the claim because property damage is not covered under warranty leads me to believe the only interest being served is Goodman’s financial interest, with complete disregard for the consumer. I am requesting that you look into this matter since I have been repeatedly denied relief resulting from Goodman’s malfunctioning AC system I purchased in November 2014. I am also requesting that other consumers be advised that Goodman products can cause significant damage to property and that Goodman will not protect its consumers when a defective product is purchased for several thousand dollars and thereby causes thousands of additional dollars worth of damage.

Desired Settlement: Request reimbursement for cost of flooring, cost of installation, and cost of removing the flooring damaged by the malfunctioning AC unit. I am also requesting that other consumers be advised that Goodman products can cause significant damage to property and that Goodman will not protect its consumers when a defective product is purchased for several thousand dollars and thereby causes thousands of additional dollars worth of damage.

Business Response:

******, 

I have reviewed your case #****** and I do understand your unhappiness with the issue with your home flooring. You do have both standard and registered coverage through our warranty system. Our warranty clearly states that coverage pertains to parts replacement only and does not cover costs associated with labor, freon or any other expense related to your home. Goodman Manufacturing produces quality a/c products that are sold nationwide, and our warranty is one of the best in the a/c manufacturing industry. The overall service life of an individual a/c unit and any potential parts breakage can't be estimated due to many variable factors that are not controlled by the manufacturer. If you encounter any more parts replacement issues during your warranty period Goodman Manufacturing will gladly stand by our warranty and offer parts replacement.


Thank you,

Steven W*******
Consumer Affairs Manager
Goodman Manufacturing


Consumer Response:

Better Business Bureau:

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.  

Communications with a dealer about a system that I paid for is confidential?

Very respectfully,

****** ******


 

Business Response:

******,

 

You will need to contact your dealer and have them supply you with what you are asking for. We will not be able to forward you any communications.

 

Thank you,

 

Steven W*******

Manager Consumer Affairs

Goodman Manufacturing

12/5/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Goodman Heat Pump at the advice of our Installer as being a good reliable quality product. 1 year after the Unit was installed the Copper tubing/coil started leaking due to the fact that Goodman used thin Copper tubing in these units that cannot handle the pressure of the new coolant. The leak was fixed at OUR expense . 2 months ago the unit had a major hissing leak from the copper tubing and once again was patched and refilled with coolant. November 15 , 2015 the unit has ANOTHER major leak in the copper tubing. The unit is LESS THAN 3 years Old !!!!! Even our installer / sales rep with Advantage Heating and Cooling is now telling us that it is a FACTORY DEFECT and that this a Huge Problem for the GOODMAN CO. Also the fan bearings constantly clang when it runs. Major disappointment. Contacted Customer Service November 19 at 2:14 PM and was hung up on when I advised what I wanted to complain about. Called back at 2:24 pm and was told the company will ONLY cover the cost of PARTS. FIXING THE FACTORY DEFECTS WILL BE VERY LABOR INTENSIVE AND WILL COST anywhere from $600 or more depending on whether or not the whole coil is replaced. I am aware that Goodman previously paid DEALERS/installers $350 labor plus $100 for the cost of the coolant along with the parts to repair the defective copper tubing/coils. SO THE COMPANY KNOWS THEY HAVE ISSUES and is aware of this problem. Our Dealer Installer has advised for us to call someone else to fix it as they know the problems with this company and are advising us it is GOODMAN 's issue. Model ********1 Unit was manufactured 1/30/2013 Unit was installed 6/18/2013 Called installer 8/2013 - to report fan clanging and unusual sounds Called installer 6/2014 - to report cooling issues and unusual fan noise Called installer 8/2014 - to report unit not cooling - leak Called installer 9/2015 - to report unit not cooling - leak Called installer 11/2015 - to report unit not cooling - leak

Desired Settlement: We want the unit REPLACED by Goodman . All Labor and parts to be paid for by Goodman. We realize that we currently are under a 5 year warranty for parts but the unit has been defective. The company should be liable for their Poor workmanship. The defective frequency of these units ARE FAR FROM INDUSTRY STANDARD. OUR UNIT IS NOT EVEN 3 years old ! Your web-site is advising that there is a 10 year warranty on all units registered. However, even though ours was registered - we still are showing a 5 year warranty ( when the dealer told us 10 ) .....

Business Response:

*******,

 

We are sorry to hear of your issues with your a/c unit. Please send me all invoices you have from installation to repairs for this unit and I will be able to review your case. I will also need all serial numbers for your Goodman a/c units.

 

Thank you,

 

Steven W*******

Manager Consumer Affairs

Goodman Manufacturing

Consumer Response: Better Business Bureau:

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.  

The Goodman Company has requested all invoices associated with my problem but they have not indicated where exactly I should send them.  I prefer to keep the ORIGINALS and would like to Fax or Email the Requested information. Please advise a FAX Number for Steven W*******   OR   May I attach them in a PDF File to my next response ???????????? Please advise.....

As requested by Steven W******* below are the Serial & Model Number of my unit.  I can attach a JPEG Photograph if needed.  Please advise ?????????????

Serial #1301685469
Model# ********1 - in initial complaint.

Please advise ASAP - as the unit will NOT Heat - Air handler works but the Goodman Unit does NOT Cool or Heat.
 

 
Regards,

******* *******
 

Business Response:

******,

 

You should be able to attach copies of your invoices to your BBB case or you can also email me copies of your invoices at steven.w*******@goodmanmfg.com

I will need copies of your invoices to move forward with your case.

 

Thank you,

 

Steven W*******

Manager Consumer Affairs

Goodman Manufacturing

11/15/2015 Problems with Product/Service
11/10/2015 Problems with Product/Service
11/3/2015 Guarantee/Warranty Issues
11/1/2015 Problems with Product/Service
11/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We built a new house and moved in during the summer of 2013. We equipped the house with all heating and air conditioner products from Goodman. The HVAC system was built to all specifications of Goodman, products bought from their largest supplier in *********** ******* *******, and installed by their recommended installer. We spent well over $20,000 for the system purchasing 6 Goodman products (2 AC,2 furnaces and 2 air handlers). On August 1st 2015, approximately 2 years after installation, the AC unit failed. We had ***** **** come to diagnose the issue and start on the repair. After the diagnosis, ***** reached out to Goodman to inquire about the warranty. ***** diagnosed the failure due to the compressor shorting to the ground. After contacting Goodman, ***** let us know that there is no warranty on the product even though it has a lifetime warranty on the compressor. They estimated the repair at $4200. At this point I called my builder (who was about to buy 50 Goodman units for a new condo complex he is building), he put me in touch with the great team at ******. A few days later ****** called and said they will cover the failed unit on warranty. ****** also said that the compressor should not fail after 2 years. They also said unfortunately this unit was discontinued shortly after our purchase and we would have to wait 10 days for a compressor to be delivered from Houston. The unit ***** ********** **, a Goodman 16 Seer AC. We had the compressor repaired by ********** ****, ****** recommended repair. We ended up out of pocket on the repair $1,129.97. Also, it took 11 days to get the parts sent from Goodman in Texas as the product was discontinued (due to mechanical issues). So, after a total of 14 days without air-conditioning in the 90+ degree temperature (house was over 95 degrees inside) we finally got the unit fixed. We ended up having to stay in a hotel for 6 nights because of young child could not handle the extreme heat. The bottom line a product of this cost should not fail after 2 years. Goodman gave us the run-around on warranty and then the poor customer service ensued. We would never had been helped but we were lucky that ****** ****** **** ******) came to our rescue as the largest Goodman seller in ************ He did not want to lose future orders due to Goodman's lack of customer service. So on August 20th, I reached out to Goodman Consumer affairs and spoke to a nice women named Angela O******. Angela opened up case #****** and asked me to send a deed to my home, the six units serial numbers and models and out of pocket costs. She would bring all this to the attention of Adam *******, head of Consumer affairs for Goodman. Three weeks go by and I reach back out to Goodman Consumer affairs. This time I speak to Kenny B****, a very helpful gentleman at Goodman. He lets me know that Angela is no longer at Goodman, I ask for the update on my case. He politely tells me that nothing has been done. So I start over with Kenny and resend him all the information and carbon copy (.cc) Mr. ******* to make sure my units have warranties and to discuss the repair cost. Another three weeks go by and I reach out and find that Kenny completed the compiling of the information. At this point, I call Mr. *******, the manager of Consumer Affairs and leave a message about the situation and my phone number to discuss. Another week goes by and I call Mr. ******* again. Still no response in email or from phone message. I realize that Goodman will never respond based on all of my research, After 14 days without air conditioning, and another 6 weeks of trying to deal with Goodman to rectify the situation I realize this is my only option to get heard by Goodman. They don't back their products and their customer service is awful.

Desired Settlement: I would like a refund of my out of pocket costs ($1,129.97) and them to repair/replace (labor/parts) anymore parts that fail during the warranty period.

Business Response: ****,


We apologize for the delayed response. Adam ******* is no longer with the company.
I have reviewed your case and Goodman will only be able to offer warranty protection as stated in our warranty.
Your units have been updated in our warranty system to show the closing date of your home.

Thank you,

Steven W*******
Consumer Affairs manager

Consumer Response: Better Business Bureau:

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.  

Here are the serial numbers again as requested:


Serial * **********           * **********           * **********           * **********           * **********           * **********          

Also, please send me the concession documents ASAP.

Regards,
**** ***** 

 

Business Response:

Mr. *****,

I have sent both your $400 concession letter and your extended warranty agreement to your email at **********************.

Please sign and return at your earliest convenience.

 

Thank you,

 

Steven W*******

Manager Consumer Affairs

Goodman Manufacturing

10/30/2015 Guarantee/Warranty Issues
10/30/2015 Problems with Product/Service | Complaint Details Unavailable
10/30/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
10/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A Goodman Air Conditioning unit was installed in my home as part of the purchase deal by the seller in 2011. Recently, the Evap Coil has been leaking freon due to bad soldering on the pipes by the manufacturer. The coil had to be replaced which the part itself was covered under warranty. However, the $935 in diagnostic fees, freon, and labor were not covered. I believe from the numerous complaints I have read about Goodman, that they sold defective evap coils and that I should not have to pay out of pocket to fix it. I have contacted their customer service and was told this: "Thank you for contacting Goodman/*****'s Consumer Affairs Division. We apologize about the problems that you have encountered with your unit. Goodman/***** does not have authorized contractors and we do not recommend any. The original installer is licensed through the state in which service is rendered and an affiliate of the distributor for the area. They are independently owned and operated companies and are not authorized or employed by Goodman Manufacturing Company. List of independent licensed dealer/contractors are available on our website ****************** or *****************. At the top right corner of the homepage you will see a place for your zip code. Once you enter this you may contact any dealer on this list." This has nothing to do with my complaint. I have responded that I do not need to find an installer. I need a resolution and compensation for what I paid and as to why their product had such a major fail after 4 years. I have not received any further communication so I am contacting BBB.

Desired Settlement: I would like to be compensated the $935 I paid out of pocket to fix their poor workmanship of the evap coil.

Business Response: ******,


Thank you for your email and bringing to our attention your current issue with your coil replacement.
Your A/C unit is registered to a Mr. ******. Did you purchase your home from him?
Our current warranty policy only covers the cost of parts and not labor or freon. 
Please send me a copy of your repair invoices so, I can further investigate this matter.

Thank you,

Steven W*******
Consumer Affairs Manager
Goodman Manufacturibg

Business Response: ******,


I will be able to offer the extended contracts for both parts and labor only. If you accept I can send you the contracts to sign.

Thank you,

Steven W*******
Consumer Affairs Manager
Goodman Manufacturing

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  



 

10/26/2015 Problems with Product/Service
10/25/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service | Complaint Details Unavailable
10/14/2015 Problems with Product/Service
10/3/2015 Problems with Product/Service
9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My AC unit was installed May of 2014. The contractor who installed it has been out on 4 different occasions from May 2014 to Sept 2014. Was told that I am unable to place the thermostat below 70 degrees. Then was told that the coil needed replaced. Then was told that the unit was too far away from the upstairs, so now i have this huge black line running up the side of my home. It is currently as I type 90 degrees upstairs and me nor my child nor my dog is able to go upstairs due to it being too hot. I honestly paid enough for that the Heating/Cooling unit to not have issues such as this.

Desired Settlement: Or repair is desired ASAP. No one will respond to my emails, social media

Business Response:

******,

I apologize about the troubles that you have encountered with your unit.  Please provide me with the following:

Serial Number(s) of your unit

Your Contractor's name and number

Any repair invoices that you may have

 

Best regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  



Sent: Monday, November 02, 2015 2:20 PM
To: drteam <drteam@bbbhou.org>
Subject: RE: You have a New Message from BBB Regarding Complaint #********

 

I just had to replace the coil in my system.  Just FYI and you wont cover anything under the warranty? 

****** ********


Business Response:

******,

 

Please send me copies of your coil replacement invoice.

 

Thank you,

Steven W*******

Consumer Affairs

Goodman Manufacturing

9/20/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Blower motor on air handler failed.unit under 5 year part warranty,part would take week ad half to 2 weeks to arrive.elected to replace motor with capacitor start motor.service tech called goodman to try to get reimbursed for parts.request was denied.

Desired Settlement: Goodman. To pay for motor

Business Response:

Mr. ******,

I apologize about the problems that you have encountered.  Could you please provide the serial number(s) if your unit(s), as well as any invoices associated with the repairs?  I can review your request and see if anything can be done.  Please be aware that if the part was replaced with an aftermarket part not authorized by Goodman, then I may not be able to refund for the cost of the part.  I will assist in any way I can.

Best Regards,

Adam *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,


  Before we can accept response goodman manufactoting asked for :

  Serial number-**********
  Model number-***********
  Invoice number-****
 I hope this may be forward to goodman manufacturing.
 I have nothing personal against this company and am sure they are a fine company.
but would like this issue resolved.

Business Response:

Mr. ******,

Please attach an invoice showing what you had paid for the repair.  I need to see how much you were charged for the capacitor.

Regards,

Adam *******

Manager of Consumer Affairs

9/20/2015 Guarantee/Warranty Issues
9/19/2015 Problems with Product/Service
9/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm a disabled man and must have A/C during the summer months. But on 7/26/2015 my A/C unit of 22 years went out. And I had to buy a new one, and chose a company to install the Goodman A/C unit on 7/29/2015. And on the evening of 8/21/2015 my less than a month old, new Goodman A/C unit went out. And after having the unit checked, found out it was a manufactures defective wiring connection and nothing to do with the installation.The only thing that Goodman was willing to do, was replace just the compressor and wiring harness. They did not offer to replace the whole unit, nor would they eve pay for the gas that was lost. In my opinion should have replaced the whole unit due to it being less than a month old. And paid for the gas lost, and labor cost lost due to they're defective part.

Desired Settlement: Replace the whole outside unit, and pay the men for they're labor and gas lost.

Business Response:

Mr. ******,

 

I apologize about the problems that you have encountered with your unit.  While I understand your frustration, company policy dictates that your warranty is a parts only warranty.  I would be unable to replace your unit, however if you paid out of pocket, please submit me copies of the invoices.  I would be more than happy to review your invoices and see if I can refund a portion of the costs to fix the unit.  Company policy states that our warranty covers the part only, not labor or Freon.  However, given the age of the unit I would be willing to make a Goodwill Gesture and try to assist further.

Please provide the serial number of your unit, as well as the invoices associated with your repair.

 

Best Regards,

Adam *******

Manager of Consumer Affairs

9/11/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Goodman today and the person I spoke to said they're going to send me a new coil for my air conditioner unit. I really can't spend more money to get a new coil installed at this point as I've had enough with this unit and dont trust it (I need a reliable unit for my new baby). This unit has given me nothing but problems since day one. If I have to spend more money on labor again I would need to be able to swap out this whole unit for a new one. I shouldn't be having such issues after only one year. I know Goodman makes great products. All I want is for you guys to get me a whole new replacement unit. I purchased my Goodman air conditioning unit in March 2014 and have been having problems with it ever since then. I paid to have it professionally installed and the system worked great for about 2 months. After the first 2 months, cooling took forever to happen. The installer came back out and checked the system and said that it just takes a while to cool a house, which I believed and was willing to I live with. After that I had to call him another time because the temperature in the house was going up when the unit was on, not down. When I went outside the the fan and the compressor on the condenser weren't coming on. He reset the compressor and it started to work again. This year I decided to reach out to a different company to get a second opinion about the issue because I thought it was possible that the first installer didnt put enough refrigerant in the system at this point. It never crossed my mind that the Goodman would be the issue, as I thought it was a good product and had good reviews. A lot of people recommended this to me and our subcontractors use these on a lot of our jobs. The second installer came out a month ago and regassed the compressor. It was cooling the house again and I was very excited because the main reason I use the unit is to cool my infant. Last Saturday the cooling went out again. I went downstairs to check the compressor and it would not turn on at all when I set the thermostat to cool so I called the second installer again. He came and reset the system and checked the refrigerant levels and they were low yet again. After inspecting the system he revealed that the coils inside the compressor were breached/leaking. ****** has short, relatively mild summers so it went unnoticed that the issue was the condenser for longer than it would have if we had many very hot days, and was hard to pinpoint that this was the issue. But now with this installer who I trust informing me we have an issue with the condenser it all makes sense. I've paid about $1000 to have this installed. $400 to get it checked and regassed a month ago. $200 to get it checked again today. I live in ****** and HVAC labor is not cheap at all. I have had to put a lot more money into this unit than I should have. I expected to purchase and install this unit one time and have it last for years. I contacted goodman right away and have been going back and forth with them for the last two weeks. At first they said we needed to have the technician come back again with a goodman certified tech and have them look at it together. They said they were organizing this but when I checked in with my technician he said he hadn't heard from them. Then now this week they're saying that they need my technician to call a customer service line while he's looking at our unit to speak with someone, instead. The story keeps changing and nobody is explaining why we need to do these things or how or when they will get done. I refuse to have to pay for my technician to come back out to the house again when he's already been here and told me what the problem is. It has now been over two weeks and I'm going through the warmest weeks of the summer with no a/c for my baby. Unacceptable

Desired Settlement: I need a new Goodman Condenser this one is defected.

Business Response:

******,

Could you please provide the serial number, as well as any invoices that you may have in order to properly assist with your complaint.

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

Here is the information requested. And see the receipt attached 


Here is the serial number **********

Regards,
*****


 

Business Response:

Mr. ******.

I apologize about the troubles that you have encountered.  However, this is the reason that we do not sell or recommend purchasing your unit on-line.  The company the unit was purchased from is not an authorized Distributor of Goodman Manufacturing equipment, we are unable to control shipping and the quality/integrity of the product during the shipping process.  Goodman Manufacturing honors the warranty for a unit purchased on-line, however your recourse would be with the On-line company that you purchased the unit from.  When you decide to purchase a unit on-line the warranty process and unit replacement requests need to go back to ****** ****

Best Regards,

Adam G******

Manager of Consumer Affairs

9/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a **** Goodman heat pump of model number *********** and serial number **********. In Feb. 2015, it stopped heating my room. Had technician come and check. It was running low on Freon. The technician filled it up. Then in July 2015, it stopped coo**ng my room. The technician came and checked. The Freon is low again. I paid him to do a leak search and identified the leak is in the copper coil inside my room. I searched on**ne and I see a lot of people are having the same issue with Goodman heat pumps around that year. Basically it's a defect product and Goodman didn't extend the warranty for that component. So I'm out of the warranty now and I need to pay for the part and labor.

Desired Settlement: I would **ke Goodman to replace my leaking coil and cover the expenses for both parts and labor.

Business Response:

Ms. **,

I apologize for the problems that you have encountered with your unit.  Please provide the serial number of the unit, so I can properly assist.

 

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I'm replying them here because I didn't find the "reply message" button/**nk. Please can you forward my reply to them? This email is not an indication of closing the complaint.

======================================================================================
Hi Adam,
Thank you for your reply. The model number is ************. The serial number is **********. I've also attached the invoices of recharging Freon and leak search as a consequence of the broken coil twice in a year. I think these expenses should also be reimbursed.
Thanks,
******




 

Business Response:

Ms. **,

I have reviewed your claim and have found that you did not have 2 coil replacement within a year.  You did have one coil replaced, however the other receipt is for annual maintenance and the replacement of a capacitor.  A capacitor is not the same part as a coil. 

Unfortunately, your unit was never registered, therefore the standard Manufacturer's 5 year parts warranty would apply to your unit.  This means that your unit would have been out of warranty in 2013.  I apologize, however at this point there would be nothing I could do to assist you.

 

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,


Hi Adam,

This unit came new when the town house was built in ****. I be**eve the leaking coil problem I'm facing now is due to defective part or bad qua**ty control since I never saw any coil leaking **ke a hole in just 8 years. That's why I don't think it should be me who is paying to fix this. In fact It's not only me who is facing this problem. If you google "goodman coil ****" you will find a lot of people reported the same issue for the units produced around ****. Some are even filing a class action lawsuit. Goodman, as a well-know A/C manufacturer, can't you take a **ttle responsibility when issues like this arose?

Business Response:

Ms. **,

I apologize, however there is nothing further that can be done.  This unit is no longer under warranty and I cannot honor a warranty on a product that does not have a warranty. 

 

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]


They refused to take responsibility for a defect product although there is a lot of evidence online showing this is a defect product. 

Regards,


 

Business Response:

Ms. **,

I apologize about your frustration, but being the unit is no longer under warranty I will be unable to assist any further.

Best Regards,

Adam G******

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]


I think there is no need to contact Goodman any more. Because I didn't find the option to close this issue as "not satisfied", I will just leave this case open.

Regards,


 

Business Response:

Ms. **,

I apologize, but that we are unable to reach a solution that please you, however our company policy clearly states that units need to be registered.  Your unit was not, therefore the unit is no longer under warranty.

Regards,

Adam G******

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]


The unit was installed by the construction company of this condo and I was not aware of this when I bought it.

Regards,


 

Business Response:

Mr. **,

Goodman Manufacturing provides a standard warranty for this exact reason, our standard warranty is 5 years, regardless of registration.  I apologize that you were not informed of the registration process by the contractor, however Goodman Manufacturing has honored the warranty on the unit.

 

Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]


OK. Fine. Got it.

Regards,


 

8/31/2015 Problems with Product/Service
8/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the home we are in new in February, 2010. I have had ongoing problems with one of the air conditioning systems installed by Goodman Air Conditioning and Heating. For whatever reason, their records indicate the date of install ( I think) rather than when we closed. Nevertheless, problems continue with one of the installed A/C's. I emailed them twice on their site requesting some financial assistance with the most recent repair, a fan motor. I never have received a response. The technician who replaced it said that Goodman said it was out of warranty. I thought warranties get extended if there are previous warranty repairs. I have spent probably over $2,000 on this one unit since I bought the home. Trying to get help from them has been very difficult.

Desired Settlement: I would appreciate re-imbursement for the most recent repair and an extension of the warranty due to the continuing problems with this unit. I have another unit of theirs and have had no problems. I believe the problematic one may be a lemon!

Business Response:

Mr. *****,

I apologize about the problems that you have encountered with your unit.  However, in order to properly assist, please provide the serial number(s) to your units.

 

Best regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

Unfortunately, the BBB website doesn't have an option to pick from where the merchant is requesting more information.  Therefore, that is why I selected "I do not accept the response".  In answer to the merchants question, the serial of the A/C unit in question is **********.  I was of the understanding due to previous repairs to this same unit, that the warranty was going to be extended to 10 years.  That is what the builder of the home had advised the last time I had a problem with this unit.  I do appreciate Goodman reviewing my complaint and hopefully will extend the warranty for the unit in question and reimburse the $570.00 I paid out of pocket to repair this unit.  I can forward a copy of the invoice if the merchant prefers.  Or I can forward the company name and phone number of the repair service I used.

Thanks!
Regards,

****** *****

 

Business Response:

******,

I have reviewed the serial number you provided and I am showing that the unit was not registered within the 60 day timeframe.  In order to receive the 10 year warranty the unit had to be registered within 60 days of installation.  I am showing that the unit was registered on 08/01/2013, which is 3 years outside of the allotted timeframe.  Therefore, your unit is no longer under warranty.  Please provide the repair invoices of your unit and I can look into possibly of conceding an extended parts warranty, but I would be unable to refund for previous repairs.

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

Dear Mr. G******,


I am not sure where you came up with the registration of 8/1/2013.  We closed escrow on our home on 2/9/2010.  We are the original owners of the home.  The home was built by ****** *****.  ****** ***** in as much assumed the responsibility for registering all appliances, inclusive of the air conditioning systems.  It is my belief, that in August 2013, it was one of the numerous times the unit in question broke down.  I recall having a discussion with one of your representatives at the time (8/2013) who stated that the warranty would be extended by an additional 5 years.  That was with the assistance of ****** *****. Obviously according to your records that never happened either.  I am totally disgusted with the lack of service I am receiving from Goodman.  Moreover, your paper trail seems to be significantly lacking as well.  I am more than happy to get ****** ***** involved.  Perhaps they need to understand how one of their homeowners are being treated by one of their preferred vendors.  Additionally, if needed, I can forward you a copy of the close of escrow documents to prove that your date of 8/1/2013 is erroneous.
 
Regards,


****** *****

Business Response:

Mr. *****,

I apologize that you think our paper trail is erroneous, however our system shows that the unit was registered on 8/01/2013, meaning that you or someone else would have tried to have registered the unit.  This registration occurred outside of the 60 day time frame.  which is why the unit had the 5 year warranty.  You are stating that you closed on your home in February of 2010, which would still mean the unit is out of warranty.  Unfortunately, your unit is no longer under warranty.

In regards to ****** *****, our policies and procedures apply to every customer, we do not pick and choose with whom our policies apply.  I can speak with someone from ****** if you would like, however it does not change the fact that the unit is out of warranty.  If you can supply proof that a Goodman Manufacturing representative stated we would extend the warranty, then I can honor the extension, otherwise the unit would be out of warranty.

 

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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 have no other alternative at this time, short of legal action to accept the response of the merchant.  I need to investigate the lemon law provisions in the State of *******.  The unit has been in a constant of repair since we closed on this home.  Certainly refreshing to know how certain manufacturers stand behind their product line.


 Regards,

****** *****

 

Business Response:

Mr. *****,

I apologize that I cannot assist any further, as this unit is no longer under warranty.  If this unit were under warranty I could supply the parts, however the warranty is no longer valid, therefore I am unable to assist.

Best Regards,

Adam G******

8/27/2015 Guarantee/Warranty Issues
8/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 2008 we purchased a ***** Goodman heating n a/c unit from ******* ******* * *** ** *********** **. We were told at the time it was the "top of the line energy efficient unit (like a ******** is next to a ***)." Right from the get go when it was installed we had problems it would not work so ******* the seller bought us a cord of wood to keep us warm because we had no heat other than our fireplace. Finally after many service calls they found out that the manufacturer had installed a valve/piston in backwards. From then on all we have had is problems with the unit either the heat didnt work or the a/c didnt cool it has been a constant headache. And on 6/30/2015 the a/c went out again. Since then we have had 3 different tech out ... n you can confirm this with ******* ******* * *** ** ***************** ********- *******air.com We have been told now that we need to have our compressor and condenser replaced @ the total of $3,000. We bought this in good faith that this unit would last us much longer than what it has being we are both retired. ******* has all the documentation on this fiasco they call top of the line. ******* has also talked to *****/Goodman n they just say well the warranty is up but how can a reputable company say that when all we have endured with this unit is on going problems from day one! The reason why I am asking for ***** to refund our money is because I have had to put an order in with ******* to ship the compressor n condenser ... it will be here supposedly on Wed-Thursday and our weather forecast for this region is temps over 100-108* here so we have no time to dicker with *****/ Goodman they knew what the problem was and we have to act now as my husband is diabetic with high blood pressure n cannot tolerate the heat! They have not replied to my email and have basically told ******* tough luck the warranty is up huh? Btw... when we first got this unit n it did not work we asked for another one n we were denied. OUTDOOR: MODEL#*********** **** SERIAL #-********** INDOOR: MODEL#-************ ....SERIAL#-**********

Desired Settlement: What I want at this time is for *****/Goodman to come up with the money to replace what has gone awry ($3000) as mentioned above this unit wasn't right from the start. These units should be considered in the lemon law as they cost as much as a small vehicle.

Business Response:

Mrs. *****,

I apologize about the problems that you have encountered with your unit.  I understand that you were frustrated that there was a problem with your unit when it was initially installed, however we are over 5 years letter and this is the first problem since.  Your unit is over 2 years out of warranty, so I would be unable to assist with the repairs, or refund for the cost of the unit.  I have attached a copy of the Warranty Certificate that is associated with your unit and it clearly outlines the terms of the warranty. 

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]
In the response they gave they said that this was the first problem we have had?   

In 2008 we purchased a ***** Goodman heating n a/c unit from ******* ******* * *** ** *********** **.

We were told at the time it was the "top of the line energy efficient unit (like a ******** is next to a ***)." Right from the get go when it was installed we had problems it would not Heat/work so ******* the seller bought us a cord of wood to keep us warm because we had no heat other than our fireplace.   Finally after many service calls they found out that the manufacturer had installed a valve/piston in backwards.

From then on all we have had is problems with the unit either the heat didn't work or the a/c didn't cool it has been a constant headache. And on 6/30/2015 the a/c went out again. Since then we have had 3 different tech out ... n you can confirm all that I am saying with  ******* ******* * *** ** ***************** ********. 

And this is not first time you have have heard from this address... on 7/3/2015 **** from ******* called you because he could not figure out what to do to get our unit running n you told him to put in a start up kit to get our unit running and **** did what you said but this short term Band-Aid lasted 22 days only in temps ranging from 100-108*.

Check your records I have mine n when you are at it call ******* n get the facts on this fiasco you call a top of the line unit!    Oh n btw this unit is not 2 yrs out past the warranty it was bought in 2008 February of that year so we are a few months out of warranty.  This unit has a 7 yr warranty--although both of us are sure we were told 10 yrs but that is not important right now.  What is important right now is you make good on this lemon we were sold! 

 

Business Response:

Mrs. *****,

I apologize that you do not find my answer acceptable, however I will not be able to assist further.  I am not sure where you are getting the information on a 10 year warranty and Goodman Manufacturing does not have 7 year warranty's, so I am not sure where that information is coming from.  However, in a previous email I supplied the warranty certificate for your particular unit and your unit came with a 5 year warranty.  If you unit was installed in 2008, then 5 years from 2008 would be 2013.  Therefore, the unit is 2 years out of warranty.  I apologize, however I can assist no further.

Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Apology not accepted if you were truly sympathetic to my cause when we asked for another unit to begin with n it didn't work at all because of the piston/valve being put in backwards you could have resolved it right then n there. From what I understand you knew these a/c n heating units were not top of the line like the information you gave *******. Also you know they do not sell them any longer n haven't since 2010 n the reason is as you well know the service on them was more then they were worth.   Like I told you if you would have contacted ******* they would have told you that this unit has been garbage since the beginning and it has nickeled n dimed us to death. 

You can apologize to the customer all day long that bought these units thinking they were a unit that was reliable n high tech but the purchaser knows better n anyone that I can tell about this "Goodman fiasco" that will lend me their ear or time will definitely know what a unworthy big company you are!  

Always remember that word of mouth is really your best advertisement-- Shame on you!! 
Regards,

 

Business Response:

Ms. *****,

I will pass the information along to our Warranty Department, but there is nothing further that can be done.

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]
When we bought this we know they called you to ask what was wrong with this unit n we know they asked if we could have a different one-at that point you could have chose a different route n replaced the defective unit we have right now but you didn't you knew then this unit was crap.   I pity the company who puts the almighty dollar ahead of the customer!
So basically what I am saying is you are not telling me anything new.  In our hearts we knew that being you couldn't stand behind your product when it was NEW.  Why would you stand behind it now?
Remember though that word of mouth is a pretty good advertisement n I will tell everyone about not only your defective equipment n merchandise but your insincere attempts to brush this complaint off like it didn't happen.   I know by now you must have called ******* (heating n cooling in ************ **) n they told you what has been going on with this unit since day 1.   
******* knows about your shoddy service n they told me before I wrote you what would happen --- so this is just a warning to anyone who is reading this that Goodman manufacturing does not n will not stand behind their products they sell--BUYER BEWARE!!
**** *****
******* ******** **
Regards,


 

Business Response:

Ms. *****,

We do stand behind our products, but you are asking for something that I cannot assist with.  We can supply parts under warranty, however we do not replace units or pay for labor and Freon.  This is company policy, so I cannot honor your request for something above and beyond our warranty.

 

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

If you stood behind let me ask you this?      With normal wear n tear you are saying your units only last a few months over 8 years?    Really a consumer pays the cost you ask for these units n they only last this long?  We only used this as needed otherwise we treated this unit very well changing filters every month n doing required maintenance.

My God we didn't intend to have any problems for quite some time after purchasing a brand new unit but "your unit was n is a lemon n I am sure ******* told you that!" As they no longer sell them! You have not done right by this customer n I know we cant be the only ones are there that are dissatisfied with not only your warranties but your customer service-which is basically after you buy your merchandise the consumer is on there own. And no I did not expect you to pay for freone or labor. I guess I just expected more out of a large company like yourself but buyer beware ......as ******* told me that I would be pounding dirt trying to get you to admit to anything wrong with this unit... n they were right- weren't they?  It is no wonder they stopped selling them 2 years after they sold them for you-the fixing n repairing on them is not cost savvy! I guess it is company policy to that once you get the consumers money n the unit doesnt work well the money is in the bank for you so ......if it works fine if it doesnt well that is on our shoulders huh?

Thanks for nothing I just know now that I will express my opinion to everyone who will listen n I will continue to blog about your company policies n warranties are not worth the paper they are written on.

You sell lemons n being you know you do naturally you are not going to stand behind them.

Got it!!!!



Regards,


 

Business Response:

Ms. *****,

Again, I apologize about your frustration with our warranty.  However, being that the unit is out of warranty, I will be unable to assist any further.

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]
Your apology has come way to late if you would have replaced the piece of garbage we bought from ******* a little over 8 years ago we wouldn't be having this discussion. 
Stop your patronizing us.... we both know that you are doing this so it makes you look better to the public but public beware we all know you are only interested in the almighty dollar as in this case n others!
For anyone who is interested  please go look at the complaints against Goodman manufacturing before you decide to buy---buyer beware.
The have more then just my complaint against them please just  don't just take my word for it.  Their word n warranties are only as good as the paper they are written on.
Investigate n find out this company will blow smoke up your chimney like it did ours.     
Oh n btw=Apology not accepted!!!
Shame on you Goodman : (

Business Response:

Ms. *****,

I am unable to assistant any further.

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

[Provide details of why you are not satisfied
In the real world I expected the outcome--which is nothing!  
We should have investigated your company (Goodman manufacturing) before delving in but we trusted the seller n being the going price was so high we expected quality?  Little did we or they know that it was garbage till 2 yrs after--- when their fix it tickets were far beyond what the unit was worth.  Fool us once shame on you if it  within my power no one else will be fooled by you!

Regards,


 

Business Response:

Ms. *****,

Goodman Manufacturing has honored the warranty that comes with the unit.  Unfortunately, I am unable to provide the resolution you are seeking.

 

Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response:

The only resolution Goodman has given us is turning their back on  us..........right from the beginning when it failed to operate on the 1st day!
They have carried out nothing but bogus words no actions.  And I was always taught actions speak louder than words.
Best regards for your company failure in the future!
**** *

8/22/2015 Problems with Product/Service
8/21/2015 Guarantee/Warranty Issues
8/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Good afternoon, I am contacting you about an issue with Goodman manufacturing (heating an ventilation) at **** ******** *** ** ******** *** They are an accredited BBB business. What they have done to my family suggests otherwise. Please see the following letter below that will be used for among other things, a demand letter to Goodman from my attorney. My name is ******* ******. I am a soldier stationed at **** ********. I have been serving in the military for 23 years. In 2009 I purchased a new home, a place that my family and I could just move into before my fourth deployment overseas. As soon as I moved in, I had noticed that the Goodman HVAC was working quite hard to maintain the A/C in our house. I had called the installers to come check the Goodman HVAC three times. Each time they said it was just a very large temperature difference from inside the house to the outside ambient air. They noticed the temperature difference with the Goodman HVAC working was 5 degrees from my upstairs to the downstairs. I also called Goodman, and spoke to a woman. I was asked my name, address, model number and serial number of my air conditioning unit, I then explained my issue. I asked to have a technician, or someone who could talk to me about what I believed was an issue. I never received a call back. This was within the first 30 days of purchasing my home. I have been gone with the **** quite a bit, and was not able to notice how hard my machine was struggling since 2009. I had noticed during colder weather the HVAC would struggle to maintain a 70 degree setting, and this December my electric bill was over 450.00. This was while I was using a gas fireplace for heat, as well as the Goodman HVAC system. This is an outrageous cost for heat, although it was unusually cold. I bought a laser temperature gun and began to check the vent temperatures as my heat would come on. It would get warm for about ten seconds, and then come out about 65 degrees. This was from the furnace kicking on, but not able to work, and emergency heat starting up. Emergency heat requires much more cost to operate therefore that is why my electric bill was always so high. My thermostat was showing that the HVAC/emergency heat could not maintain a temperature of even 68 degrees. My wife has an **** ****** disease and is typically critically ill. We endured 10 days of temperatures from 25 degrees to 80 degrees outside, with emergency heat only, and no air conditioning at all; this was a great struggle for my wife and children. I had a certified HVAC tech come to my house. He stated, “this unit had a defect from the manufacturer in the copper tubing from the biflow in line filter to the line tap valve had an injurious bend in it This would cause the unit not to cool or heat properly. In addition when the unit developed a leak in the reversing valve the load charge switch had a much longer duty cycle as a result of the kink in the copper tubing. This caused the compressor to cycle on and off far longer than normal, eventually resulting in the compressor failure. If the failure would have happened in warmer weather the homeowner would have noticed the unit was not cooling at all and would have called a technician to fix it. Winter weather is deceptive in these types of failures because the auxiliary electric pack provides the heat the homeowner in most cases is not aware of the issue. Also, the “low charge switch” as the Goodman tech called it, failed. The low charge switch was mounted by Goodman on the unit, not the suction pipe going to the compressor, as it should have been. It never shut down the unit when the R22 became too low, thus it burned up my compressor. This unit was just over six years old. I have enclosed a letter from the HVAC technician that better explains the issue. I will add, I had another HVAC technician with One hour Heating and Ventilation verify the first technicians’ findings and agree with this dilemma. I was advised by every technician I had spoke with here locally that there should be a ten year warranty on the Goodman HVAC seeing how I had called Goodman with an HVAC issue and provided my information within a month of moving in. I called Goodman; I spoke to a rather unpleasant woman named Latisha. Latisha said that I only get a ten year warranty if the installer or home builder/homeowner would call to set it up. I said ‘I called within a month of moving in with an HVAC issue, shouldn't have the representative I spoke to at Goodman have initiated this warranty with the phone call and information I had given? The Goodman representative said “We are not required to tell you about your warranty” I then figured I would not get anywhere with her and ended the conversation. Here in ************ **, ******** supplies the locals with Goodman products. I contacted ******** and spoke with ****. I sent **** a video of the issues I was having and the things that were wrong with my unit, and the manufacturers defect(s). **** said he was going to get with the Goodman representative. **** sent the Goodman representative my pictures, videos and spoke on my behalf. The Goodman rep said ‘Sorry, it was not under warranty’ A Goodman system, ANY HVAC system should last more than five years. If there is a manufacturer’s defect, GOODMAN NEEDS TO FIX IT. Since then I have contacted with Caroline K***** of Goodman Consumer Affairs. (case # ******) She generally addressed my concern of an issue, but has refused to help and will not answer any calls. She spoke with the HVAC technician who worked my HVAC unit. The Goodman Manufacturing Company refused to view my video of the defect, explained in great detail, and they refused to look at or accept the manufactured defective parts from him as well. My family and I have given up so much to serve others; to serve this country. I am sick and tired of getting screwed over by companies such as Goodman. This company would not know morals or principals, certainly not business ethics if it was written on the walls as the employees and owners walked into the Goodman building. My last job was a $350,000 a year 25 year old home business. My family and I gave that up shortly after 9-11 when the **** was short pilots, and I came back in the military to serve. Now I retire in four months. I've got a terminally ill wife and two small girls. This Goodman defect set me back $4,138.00. This soldier is yet another victim of your shady business practices. I have invested a great amount of time in this matter. I am pursuing legal action. My attorney will use this letter I have typed to send a demand letter. My attorney has advised I send you, the ****** ******** ************** a letter to bring this to your attention as well. I appreciate your help with this issue. I will also add that my neighbor, an elderly woman who lives alone has had similar issues with her Goodman HVAC system as well. She has since had it replaced to another manufacturer’s model. I told her I would add her issue to my complaint. Thank you, ***, ******* ****** ************

Desired Settlement: I want a refund of my cost to fix the manufacturers defect.

Business Response:

*** ******,

I apologize about the problems that you have encountered with your Goodman Manufacturing unit.  In order to properly assist, could you please provide me with a list of serial numbers, as well as any invoices you may have.  Could you please provide me with the contractor that is currently working on the unit?

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

Adam,

      I have sent your requested information to your very office twice already. I am away for work and will not be home for 48 hours. If you could kindly get the invoice and serial number from 

Caroline K*****

Consumer Affairs

A member of ****** *****

Tel # ************

Fax# ************

******************************

The HVAC technician was nice enough to talk to Caroline already over the phone. Apparently she was short with him and again, did not want to see any evidence showing my issue was a manufacturers defect. My HVAC technician is :

*** ******* ** ************

If you still need the other requested information please let me know and I will gladly provide it when I get home. 

****

******* ******

 

[Provide details of why you are not satisfied with this resolution.]

Regards,


 

Business Response:

*** ******,

You were charged $4,100 dollars for the repairs to the units?

 

Regards,

Adam G******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********

[Provide details of why you are not satisfied with this resolution.]

I was charged 4,138.00 for parts and repairs. The repairs took well over 15 hours to complete. I am not an HVAC tech, but I do know the time and effort it took to replace parts and the attempts to fix the manufacturers defect(s). Your best course is to contact the HVAC tech again. 
****
******* ******

 

Business Response:

*** ******,

I have submitted your request for review to see if I am able to refund the amount requested.  I should hear back shortly.

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********

It has been over three weeks since Goodman Manufacturing has forwarded my complaint to higher management for determination on a refund or not. This is plenty of time and I expect an answer.  This is not a corporate merger decision or a class action law suit litigation, it is a 4,138.00 refund. 
    I also want to know what BBB's reproductions are against this company when presented independent findings showing Goodman acted in bad faith, refused to negotiate with me and refused to see the HVAC technicians videos and pictures proving the manufacturer defect. This weekend I plan to work up evidence regarding this dispute to the ******** ******** ******. I have waited long enough. 

[Provide details of why you are not satisfied with this resolution.]

Regards,


 

Business Response:

*** ******,

I am able to offer you $2,500 towards the cost of the repairs.  This is being made as a Goodwill Gesture, as I understand that you have encountered a failure.  Our warranty covers the parts only and does not cover labor or Freon.  Therefore, this offer is being made above and beyond our written warranty.  I would also be willing to offer an extended labor warranty that would cover the cost of labor if any failures occur in the future.  Please let me know if you accept.

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

I accept on one condition, you contact my HVAC technician and discuss the manufacturers defect so that it can be addressed, and others will not have to deal with a similar situation.  As well your product would certainly benefit. Caroline has his phone number.  I would request an extended four year warranty.  This would complete what would have been my original ten year warranty if the person I spoke to at Gooman in 2009 had processed the warranty properly. You can send the check to:

******* ******
*** ******* *****
****** ** *****
****
******* ******
 

8/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a brand new house toward the end of October in 2008. The air conditioning/heating unit that came with the house was a goodman unit. The unit has been a lemon from the beginning. We have paid to have different Goodman parts replaced 5 times in 6 years, and now we have repair needs that are not worth repairing thus we need a new unit. When we contacted Goodman's customer service department their only offer was we could sign a contract and they would provide about a 3 year extended warranty on parts only. This leaves us with continued and extensive diagnostic and labor costs on top of the repairs we have already paid for.

Desired Settlement: Replace the lemon unit with a working quality product.

Business Response:

Alyssa,

I apologize about the problems that you have encountered.  In order to properly assist, please provide the serial number(s) of the units at your home, as well as any repair invoices that you may have.

 

Best Regards,

Adam G******

Manager of Consumer Affairs

Business Response:

Mrs. *********,

I have reviewed your receipts and would be willing to offer you the parts warranty for the remainder of the products warranty, as well as offer you $500.00 dollars towards the cost of previous repairs.  Our warranties do not cover unit replacements, nor do they cover labor and Freon.  However, as a Goodwill Gesture I am offering to cover a portion of the costs needed to fix the unit.  Please let me know if you accept and I can send an offer letter.

 

Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.

It is my understanding that the cost of Freon would not have been necessary twice in 6 years had the unit not been leaking. (At this point the unit is leaking in multiple places) Are Goodman units manufactured to require freon every few years to use the unit? 

Regards,


8/4/2015 Problems with Product/Service
8/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a renovated foreclosed home with a brand new Goodman heat pump and air handler. I learned the unit was installed in Oct. 2014 and I purchased my home in March 2015. During that time the house was unoccupied because it was for sale. Goodman will extend warranty from 5 years to 10 if you register within 60 days installation. Even though my situation is identical to a new home sale Goodman refused my extension two times. I believe I should receive the extended warranty.

Desired Settlement: Extend warranty from 5 to 10 years.

Business Response:

Mr. *****,

I apologize about the problems that you have encountered with your unit.  However, in order to properly assist, I would need you to provide the serial number(s) of your Goodman units, proof that the home wasn't occupied until March, as well as any communication that you had with the company within the 60 day time frame.

Best Regards,

Adam G******

Manager of Consumer Affairs

8/3/2015 Problems with Product/Service
7/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Being cheated out of full 10 year Warranty on a Technicality beyond my control. I purchased a complete Goodman cooling unit. Outside unit inside unit complete system. all of it was to have a 10 year warranty. We registered both units and was not aware the coil inside the inside unit had to be registered also. It was never provided to us. We have the proof all was installed at the same time. They are honoring the following 2 item with 10 year warranty. The following * Serial# ********** * Model MBE2000AA-1 * Install Type Residential Commercial Multi-Family * Homeowner last name must be entered and verified to display complete limited warranty coverage. Model: MBE2000AA-1 Model Desc.: MODULAR BLOWER VARIABLE SPEED Mfg Date: 7/10/2009 Install Date: 9/29/2009 Register Date: 9/29/2009 * Registered Standard Coverage Coverage Type DescriptionAll Parts 10 YEARS PARTS 09/29/2009 09/29/2019 Effective Start 09/29/2009 End Date 09/29/2019 All Parts 10 YEARS PARTS 09/29/2009 09/29/2019 * Serial# ********** * Model SSZ160481 * Last Name ****** Zip Code ***** * Install Type Residential Commercial Multi-Family * Homeowner last name must be entered and verified to display complete limited warranty coverage. Model: SSZ160481 Model Desc.: 16 SEER HP, 4 TON Mfg Date: 6/19/2009 Install Date: 9/29/2009 Register Date: 9/29/2009 Below * Registered Standard Coverage Coverage Type Description All Parts 10 YEARS PARTS 09/29/2009 09/29/2019 Compressor LIFETIME PARTS (COMPRESSORS) 09/29/2009 09/29/2108 Effective Start 09/29/2009 End Date 09/29/2019 09/29/2019 All Parts 10 YEARS PARTS 09/29/2009 09/29/2019 Compressor LIFETIME PARTS (COMPRESSORS) 09/29/2009 09/29/2108

Desired Settlement: Allow for 10 yr warranty as serial number was never provided to us and when we registered it both inside and ouside units show all parts 10 years. The 10 year warranty should also apply to the following. * Serial# * Model CHPF4860D6 * Last Name Zip Code * Install Type Residential Commercial Multi-Family * Homeowner last name must be entered and verified to display complete limited warranty coverage. Model: CHPF4860D6 Model Desc.: HORIZ A-COIL 48K-60K 24.5"TAL Mfg Date: 4/7/2009 Install Date: 9/29/2009 Standard Coverage Coverage Type Description 09/29/2009 Effective Start 09/29/2009 End Date 09/29/2014 All Parts 5 YEARS PARTS 09/29/2009 09/29/2014 Unit Replacement 5 YEAR UNIT REPLACEMENT 09/29/2009 09/29/2014 * Registered Standard Coverage No coverage * Extended Warranty Coverage No coverage * The additional Limited Warranty coverage is available for as long as the owner owns the home in which the unit was originally installed. Online registration must be completed within 60 days of installation. Failure by California and Quebec residents to complete the product registration form does not diminish their warranty rights. * Limitations apply

Business Response:

Mr. ******,

Could you please provide the serial number of the coil that was not registered?  I am not sure who told you that it would not receive the fully warranty, as it is company policy to give all units registered coverage, if one or more of the units is registered.

 

Best Regards,

Adam *******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  


I have been contacted and just need to get all the original installation info together and sounds promising that they are going to take care of it.

 

7/31/2015 Problems with Product/Service
7/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a Goodman AC and furnace in my (new constructuion) home purchased in 2011. I recently had an issue with the AC unit and upon checking the website saw the unit advertised with a 10 yr warranty. Upon calling to register my units I was told that I needed to register within 60 days of buying the house to get the 10 yr warranty. There was no written warnings on either the AC or the furnace altering the homeowner of this limited timeframe. The Goodman website contains false advertising and the management of warranty timeframes needs to be adjusted.

Desired Settlement: I would like to have the 10 year warranty on the AC unit and the associated full warranty on the furnace.

Business Response:

Ms. ****,

I apologize about the misunderstanding of the Goodman Manufacturing warranty.  In order to properly assist, please provide the serial numbers of the units are your home.

 

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  


Per your request, the serial numbers are:

********* ***** ************ ****** ****** **********
******** *** **** ***** ************* ****** ****** **********
Thank you in advance for your time and support
Andrea ****

Business Response:

Ms. ****,

I have reviewed your serial numbers and do not show that the units were ever registered.  Goodman Manufacturing supplies every unit with a Standard Manufacturer's Warranty of 5 years regardless of registration, therefore your units are still covered under the standard manufacturer's warranty.  Unfortunately, I would not be able to give your units the registered coverage, because they were not registered.  I have attached copies of the warranty certificates associated with your units.

Regards,

Adam G******

Manager of Consumer Affairs

7/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased and installed a Goodman AC unit in May 2012. Warranty states part are covered for 10 years. Had a condenser until go out on 6/20/15, the company that installed declined to make a service call (*** *****t HVAC, Boise, ID) so I called the company my employer has done business with in the past, *** in Boise Id. They were out and with in 2 hours the repair was made. I contacted Goodman vial email form on 7/1/15 to request a refund of the part only , which cost $212 of a $379 bill, it did not include any of the after hours or service costs. The initial reply was received on 7/1 that my request was declined by Goodman Rep Summer ****** because I did not use a licensed installed. I contacted *** with the information and they provided their license information. On 7/2 after verification I resent a copy of my invoice. Email requesting a status on 7/9 was ignored, another email sent 7/16 was met with an excuse and that my serial# was incorrect. 7/17/15 a 5th email was sent with a picture of the units serial # sticker (which was exactly the same as what was on the receipt I had sent 7/2). This email was also not responded to, after another send 7/22 I finally received 3 emails from Summer ****** with a settlement offer of $50. I stated this was not an acceptable offer and her email reply " Unfortunately this is what we pay out under warranty. I’m very sorry for any inconveniences this may have caused." With the enormous amount of time I've expended to get an under warranty part refunding, I am yet again requesting a check for $212 for the entire cost of the part.

Desired Settlement: A check for $212 processed before the end of the month.

Business Response:

Mrs. *********,

I apologize about the troubles you have encountered with your warranty.  Please provide the serial number of your unit, along with the repair invoice and I can look into reimbursing your for the parts.  Again, I apologize about the confusion.

 

Best Regards,

Adam *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have attached the information Mr. ******* requested in the form of the original emails sent.

Please forward to the business.
Regards, ***** *********.

 

7/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My AC Unit went out in August 2013, the Contracting company (*** *******) assigned through my Home Warranty Company (***) was assigned to replace and install a new unit. *** ******* is licensed/approved contractor to purchase/install Goodman units. The unit was installed on my home September 22, 2013. On July 4, 2015 the unit stopped blowing cold air. I contact *** at 3:41 am on July 5th to have the unit serviced. *** ******* was assigned the case. The Contractor came out to the home on July 7th and stated the Dual Run Compositor and the factory braze (weld work) was defective. The tech/manager stated and showed me pictures of the weld job done by the manufacture was defective which resulted in the Freon slowly leaking out of the unit causing on hot air to blow. Additionally, the Compositor provided by the unit was not a new/good compositor and he had to replace it for the unit to also run properly. I was told I had to pay the $75.00 service fee as well as write him a check for $248.65 to cover the Freon. I also received my July electric bill $285.81) and it shows year over year the spike in my electric from June to July of 2015. I called Goodman twice to get reimbursed for these costs and was told no because the warranty only covers parts, not service fee's and Freon replacement. I contacted *** *******, who also called Goodman four times to be told that the "Customer"/home owner had to contact them and that if they said no to once they would continue to tell me no. Since the Freon leak and service call were a cause of manufacture defects I should not have to beg, seek help through the BBB or possibly file a lawsuit for the amount stated above, plus all other cost I was out from work and any and all court cost.

Desired Settlement: I want to be reimbursed for all cost associated above: $609.46.

Business Response:

Ms. ******,

I apologize about the issues that you have encountered with your Goodman Manufacturing unit.  While I do sympathize with your situation, Company policy and your warranty certificate clearly state that Service Calls, Freon, and electric bills are not covered under warranty.  However, I understand your frustration, therefore I would be willing to cover the cost of the Freon for the amount of $248.65.  I would be unable to pay the diagnostic fees, or the electric bill.  If you accept, please let me know and I will forward you an offer letter for $248.65.

Best regards,

Adam G******

Manager of Consumer Affairs 

Business Response:

Ms. ******,

Our warranty and company policy clearly state that diagnostics and Freon are not covered under warranty.  I am offering to pay the cost of Freon for $248.65, however I will be unable to cover the cost of the service call.  This will be my final offer, as I am trying to go above and beyond our policy.

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  However, what if the leak continues and is an on going issue? Will the unit be replaced?

What do you need from me to proceed with the refund of the Freon?



 

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a new home and paid $3000 extra for a brand new air conditioning unit from Goodman. The first summer day came around and we turned it on. It didn't work. It kept making a noise that it was struggling and no cold air came out through the vents. We called ********* Air to report that the unit right away that it was not functioning but their customer service number was disconnected. We then called the builder to report this and he said to call ********* that he can't anything about it and that ********* air is responsible and it should be covered under their warranty. Months went by and finally we got a hold of someone at ***** **** through a different phone number we found on the internet. They told us tough luck not their problem, that if we want we can purchase a new unit. Their main responsibility is installing not repairing and that this would not be covered under warranty. We were beyond frustrated and disillusioned. We took one last string of hope and contacted an independent contractor to come look at it. He told us the unit is defected. It would take a lot of work to fix it and its not worth the labour cost and that we should contact ***** ****. We were completely discouraged at this point and just left it, as this whole experience has left a bad taste in our mouth. We tried two other contractors who told us the same news. We dealt with the heat the next few years by going to shopping malls for the day or the library. But eventually grew tired of being so uncomfortable in our own home. We decided to call ******** finally this year and have someone else come look it and sure enough labour to replace a seized compressor costs $1900 the cost of a new unit. We were told by the ******** representative if ********* won't help to contact the manufacturer. We contacted the manufacturer two months ago initially and they offered to send the part but we would still have to cover the cost of labor. That was completely irrational. I don't believe it is fair to ask someone to pay for such outrageous labor costs on a unit that was sold to us defected. I tried calling today and they told me the same thing. And that is it impossible that the unit did not work since we bought that we should've reported this sooner. We have made several attempts over the years and nothing has come out of it. No one wants to be accountable. I am sick of the getting the run around with this company I think they are complete crooks. What they are doing is illegal and not justifiable They should not sell defective units to companies that don't stick around when the unit becomes MIA right after installation. I will not pay the cost of a new air conditioner unit to repair a defective one.

Desired Settlement: I would like the $3000 unit we originally purchased with the house to be returned and replaced as it never worked from day one. I have tried to live 9 years without the unit working but I am fed up. I can not afford to pay for a new unit or for the labour costs of having the compressor repaired. This is the only justifiable resolution.

Business Response:

******,

In response to our conversation yesterday, Goodman Manufacturing will replace the compressor, however we will not cover the cost of labor.  We contacted the contractor you stated was charge $1,900.00 dollars and he stated it would be $900.00.  I would be willing to pay you $300.00 dollars towards the repairs, but this would be the most I could offer.  This offer is above and beyond company policy.  If you accept please confirm with a response.

 

Regards,

Adam *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

While I thank Goodman's kind offer I must refuse. As we had initially paid for the broken/ defective unit ($3000) + labour costs ($500) when we purchased the house and any extra costs for diagnostics from three independent technicians ($100 each time x 3 = $300) -- I do not find this offer acceptable/ nor justifiable. 


We have been very uncomfortable and inconvenienced without air conditioning for quite some time due to the failure of their associate company (********* Air) to back the Goodman product under warranty and post installation customer service. ********* Air's failure to provide valid contact information has proven to be very time consuming and frustrating. I do not know why Goodman would supply their product and name to this company without reading reviews on their service. It is quite known by industry individuals and online (Homestars) that this company does not stick around after installation. 

In addition, while the customer representatives were quite courteous, dealing with their hours of operation at Goodman has greatly inconvenienced myself.  I took a day off work yesterday without pay to resolve this resulting in a significant loss in income ($$$). Goodman's hours of operation make it very difficult to contact them to resolve issues that arise in a timely manner. 

As a result of the aforementioned I do not believe that I should accept anything less than a brand new unit plus installation-- as the one that was sold to me was defected from the outset. 

However, as I understand Goodman's stance to protect their profits, I will save them some money. As the new replacement unit would cost them significantly more, I am willing to negotiate the allocation of labour costs. I will only accept if Goodman agrees to pay the full labour costs. This is only justifiable resolution given how much time and money I have already wasted.

Regards,


****** *******

Business Response:

******,

I apologize that you are frustrated with Goodman Manufacturing's policies, however we will still be unable to cover the labor cost on your unit.  Company policy and the warranty state that labor and Freon is not covered under warranty, but I offered you $300.00 dollars towards the repair of your compressor, which is above and beyond company policy.  I will be unable to provide a replacement unit, or cover the full cost of labor.  Again, I will offer $300.00 dollars towards the labor, but the offer will not increase.

Regards,

Adam *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

Hi Adam,


Thank you for repeating your offer and your company's policy but I do not accept. I believe it is highly illegal to sell a product at full price that is defective/broken to a customer under false pretenses that it is in good working order. If you would to make things right I will accept a 50/50 split for the labour costs. That is all I am willing to budge on. I still don't believe what you are doing is right but I would like to resolve this. 

I have a witness, a technician that told us the unit was sold to us defective, who came by the first day it broke back in 2006. 

I hope we are able to resolve this appropriately. 

Regards,


****** *******

Business Response:

******,

Please provide a copy of the repair invoice and I will cover half of the cost for the compressor replacement.

Best Regards,

Adam *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

Thank you, Adam! I appreciate your timely response and your attention to this matter. You proven to be very professional and attentive in your dealings. I believe you are an invaluable asset to your company. We have struggled for quite some time with this issue (over 9 years). 
You have lifted a very dark hot humid cloud off of my family's shoulders.
I am glad we were able to resolve this appropriately. 
I will call a technician to come by. 
We will be in touch.
Kind Regards,
******



 

7/8/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In 2009 I had an ***** a/c system installed in my house and in May of 2014 the compressor burnt up and they would not cover it under the warrantee because they were claiming I registered the Evaporator twice and not the condenser so that little episode cost me 2800 dollars. So after I had the unit replaced "Again"!! I filled out the warrantee card and mailed it in and spoke to a gentleman with Goodman on the phone that assure me he would make sure it go put in the system, I checked the warrantee on the unit yesterday and it said that it was never registered and when I called of coarse they said there is nothing they can do for me. This is B.S.!!!

Desired Settlement: They need to warrantee my unit!!!

Business Response:

Mr. *******,

I apologize about the troubles that you have encountered with the warranty.  In order to properly assist, please provide the serial numbers of the unit(s) at your home.  Also, please provide any documentation you may have supporting the registration of your unit.

Best Regards,

Adam *******

Manager of Consumer Affaris

7/7/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 3 Goodman Units in 2004, that had a lifetime warranty on the compressors. This was the only reason we bought the Goodman units. I was never notified by Goodman, the installer or re-seller about registering the units with Goodman. Now that the standard 10 year warranty has expired, Goodman will not honor the warranty. However, residents of ********** are not required to register their units. I've called and emailed Goodman with no satisfaction, the re seller has contacted them as well, letting them know when and where the units where installed. I realize that anyone could say theirs had the warranty, but I still have the original paperwork which has been submitted to Goodman as well. I now realize Goodman is a cheaper HVAC system, and I should expect repairs, I'm OK with that, but I expect in return for Goodman to stand by they warranties and products.

Desired Settlement: I only want Goodman to honor their warranty.

Business Response:

Mr. *****,

I apologize about the problems that you have encountered with your unit.  In order to properly assist, could you please provide the serial number of your units?

Best Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Goodman,


Serial Numbers from Units;
Unit 1 - **********
Unit 2 - ********** 
Unit 3 - **********
Regards,


 

Business Response:

Mr. *****s,

It is true that the units had to be registered in order to receive the "Lifetime Compressor Warranty".  The reason that ********** does not need to registered their units is because of State Law, not because Goodman Manufacturing wishes to treat customers differently.  Unfortunately, I am unable to provide you with the registered coverage, unless you can provide proof that the units were registered.  Please attached any documentation you may have.

Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Did you receive the documentation that I sent in a prior email.

Looking through my goodman packet that I received from the installer, there are no registration cards.  The installer insured me that the units had been registered.

 

Business Response:

Mr. *****,

Based on the information that you have provided, I have updated our records for the lifetime compressor warranty.  Attached you will find your warranty certificates.

 

Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

Thank you Goodman for honoring the lifetime warranty.



 

7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Goodman System Purchased - March 2014. Model GSX13036IEB Serial *********** Equipment in Service just over 1 year and is now faulty. System warranty is 10 years. Equipment low on R-410a, which should last indefinitely and should not be low after 1 year and limited usage. A/C Technician called and identified unit 3/4 empty implying there is a leak leak. No obvious leak found externally. All other component checked ( Coil, Fan/Motor, Assembly, Thermostat. Conclusion is internal leak, which can only be identified by full leak test. Goodman have advised although Unit is under warranty and should be in working condition, that customer is required to pay for leak test even though the unit is just over 1 year old. Following the purchase of new unit, the customer should not be required to pay for diagnose of faulty equipment, especially after incurring cost of low R-410a. This is unacceptable and does not fall in line with warranty. Upon further research have identified that many consumer have experienced the same issues and have also been dismissed by the manufacturer. Goodman should stand by their product and not leave the responsibly to diagnose faulty equipment just over one year old.

Desired Settlement: Unit to be diagnosed for internal fault and repaired.

Business Response:

Ms. ******,

I apologize about the trouble that you have encountered with your unit.  However, our limited warranty states that labor, Freon, and diagnostics are not covered under the warranty.  Goodman Manufacturing does not cover diagnostic fees, because there is a possibility that a unit could not be properly installed, which is not the manufacturer's responsibility.  You would need to pay to have the leak test and diagnostics completed, then I can see about the possibility of assisting further.  However, I am unable to assist with diagnosing the unit.

Best Regards,

Adam *******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

Note that the unit was originally installed by ******** ******* *** ********** ********** Goodman records will verify this information. At the time when the unit stopped functioning, ******** ******* *** ********** ********* were not available. Another company ***** ******* *** ******* were called out to troubleshoot and service the new unit. The 2nd company confirmed that there were no issues with installation and did a thorough check on all the external components and connections (see attached).

Based on the high level of dissatisfaction with many of the Goodman units and the customer reviews, it appears that Goodman is not taking responsibility for faulty equipment that is being manufactured.  Goodman should provide details of the number of units manufactured over the last 3 years that were found to be faulty as opposed to not properly installed.

Under no circumstances is it is not acceptable for customers to purchase equipment that does not function properly and then the manufacturer to determine that are not required to take any form responsibility for the faulty equipment.

Regards,


 

Business Response:

Ms. ******,

The warranty with Goodman Manufacturing is to the effect that we will cover any part that is found faulty on the unit.  Company policy states that Goodman Manufacturing does not cover labor and Freon.  I do apologize, but I would not be able to cover the cost of repairs upfront.  Again, you can submit me copies for the repairs and I will review and see if there is anything I can do.

Regards,

Adam *******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

In the event that the leak test is carried out and the unit determined to be faulty, please confirm whether you will reimburse the additional charges that have been paid due to the poorly manufactured unit.

Regards,


 

Business Response:

Ms. ******,

I will stand by my work and I will review your invoices once the repairs have been made.  I cannot make any promises, as company policy clearly states that we do not cover what you are asking.  I will review your case, however I cannot make promises without any supporting documentation.

 

Regards,

Adam *******

Manager of Consumer Affairs

6/29/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a high-efficiency central A/C unit that has not been working correctly for over 4 weeks. This unit is under 5 years old, so the parts are under warranty. I've had two A/C repair businesses come to fix my system, but neither of them could figure it out. The second one replaced the control board twice, but both times the unit malfunctioned again after a few hours. I've been told by the second company that *****/Goodman will not authorize another control board replacement, because there must be something else wrong. I was also told that the next step was for the A/C repair company to come to my house with an ***** rep to figure out what is wrong. I've called the consumer affairs line, and verified my unit is under warranty, though instead of the 10 year warranty that's printed on my receipt, they tell me it's only a 5 year since I didn't register it. I believe this is less than honest, since I was not told I needed to register it, and the receipt clearly states that it has a 10 year parts warranty. Regardless, this was almost 3 weeks ago, and the ***** rep has still never called to set up an appointment to come to my house. My warranty will expire next month, and this is the 5th week we've gone without air conditioning! I have a case # ****** but whenever I call, I can rarely get to talk to "Angela". I leave messages and she has only called me back once, despite her promises to call my back 'within an hour'. This has happened over a dozen times.

Desired Settlement: I need my high-end, expensive, high-efficiency, under-warranty A/C unit fixed!

Business Response:

Hello,

Thank you for contacting Goodman/*****'s Consumer Affairs Division.

 

For dealers/HVAC contractors in your area you may visit our website at: www.goodmanmfg.com or ***************** . At the top right corner of the homepage you will see a place for your zip/postal code. Once you enter this you may contact any dealer below.

 

If you desire additional assistance, please contact our toll free line at: **************.

 

 

Regards,

 

Adam *******

Manager at Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

As ***** has recommended, I picked another A/C repair company from *****'s website, Mr. Chill TACLB17728E, and they sent a technician out to my house.  Just like the numerous techs before, he didn't know what to do and then he wiggled some wires and the unit started working.  I paid him, reminding him that this has happened before.  Within two hours, the unit STOPPED WORKING AGAIN.

I contacted Mr. Chill and they called me back a short time later to tell me that they were waiting on the ***** rep to call back to set up a time to come out to my house.  I've been waiting on this call for almost THREE WEEKS NOW, since that was what the last company which worked on my A/C unit was told, by *****.
***** is continuing to fail at honoring their warranty.
Just to state the facts again, it's been 5 weeks without A/C at my house, and out of the more than a dozen times someone at ***** said they would call, they've only called once, and that call was to say they would call me again in an hour (two weeks ago.)

Regards,
***** *****


 

Business Response:

Mr. *****,

I have an email out to our technical representative in your area and will try and get this resolved ASAP.  Who were you working with in Consumer Affairs?

Regards,

Adam *******'

Manager of Consumer Affairs

6/26/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
6/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a new Goodman HVAC combined gas unit. It was installed Nov/Dec 2014. It never worked. The installer attempted to repair multiple times. We contacted Goodman to notify them the unit did not work EVER. It would turn on and then overheat and shut down. It took Goodman months to send a Goodman Representative to evaluate the unit. When they did, they refuse to give me a card, they refused to give me their findings in writing and what needed to be done to make the unit work. They told me verbally it was not the unit, but an instal problem. That the unit was too big for existing duct work causing the unit to overheat and shut off EVERY TIME we turned it on. The installer said it was a problem with the new exhaust motors. They are too small for the unit. Goodman is recommending that the installer add add'l returns and vents and replace some of the duct work. They are telling me this verbally but refuse to put in writing. They are making it sound like it is not meeting my expectations for a new unit. My expectations is it works without overheating and shutting off and compromising the heat exchange and the compressor. That it works. The recommendations they are making will cost me and add'l $**** at least. If I do them, I want in writing from Goodman. If the system does not work still, I expect to be reimburses and a new unit. This is a rental and I have lost 7 months revenue trying to get them to come out and access the problem and repair.

Desired Settlement: I want them to put in writing that they do not believe the NEW unit did not work from the date of instal due to a instal error and what has to be done to make the unit work. If the changes are made and the BRAND NEW UNIT STILL DOES NOT WORK - either refund or replacement of unit. PARTS and LABOR. GOODMAN is not honoring a new product return policy OR WARRANTY. It took me 4 months just to get a representative to inspect. He refused to leave a card, any contact information and put any of his findings in writing.

Business Response:

Ms. L***,

Attached is the letter that you are requesting.  It is our professional opinion that the unit was not installed to the manufacturer's specifications, because the duct work is too small for the size of the unit.

 

Regards,

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,


Adam please mail hard copies of both documents to:

C****ine **** ****
***** NC HWY 62 
Burlington, NC *****

The ***** ******** ***** ** ********* *** *********** **** and plumbing has began their investigation now that I have all the paperwork from Goodman. They will be deterring what is the actual problem. 
The installer is stating your findings are not correct. That he does not believe it is the size of the ductwork that is the problem, but the size of the new exhaust motor and a unit malfunction. 
I will contact you once the examiner has investigated and we have made the modification that Goodman is recommending. If this does not fix the challenge, than I will expect Goodman to reimburse me for the cost of changing my ductwork and returns and supplies and replace the unit.  I have lost 7 months of revenue due to Goodman's and the installers delays on a new unit that has not worked since the day it was installed. 
C**** L***
The investigation can take up to 60 days. During this time, I am not allowed to make any repairs or they will give a specific request to the company doing the repairs as to what has to be done to make sure it does not compromise the investigation. After the investigation is completed, the suggested changes from Goodman will be made. This will determine if unit is a bad unit or if it was an error in installation. 

Business Response:

Ms. L***,

Just let me know what the findings are and we can go from there.

Regards,

Adam G******

Manager of Consumer Affairs

6/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We built a new home and moved in it in November 2011. In January 2014, 2 years later our heating system malfunctioned. The repair man came out and the compressor was burnt up. It took 10 long cold days to get the right compressor to our house. We were told that we were lucky because they were shipping us the only one available in the USA. Why would a company this large not have compressors readily available for repairs? It was sub zero conditions that we dealt with for 10 days, Thank Goodness for gas logs. On April 14, 2015, we attempted to turn our a/c on to find out that it was not working. We called our service guy and he came out right away and determined that we needed a condenser coil. They told him it would be 7 - 10 days before he would get the part. 16 days later the part arrives and it is not the part that was ordered. Our service man immediately called his rep and again there are no parts around. The nearest part has to come from ********* hoping to arrive here on Thursday, April 7th. I personally got on the phone yesterday and called Goodman in *******, ** and spoke with a lady named Angela and explained to her what was going on and she immediately said that we could get the part needed in ************ ** and in ********** **. I indicated to her that I would take 4 hours vacation time and go and pick up the needed part. I called my repair man and told him the "good" news and he called his service man to find out why he did not tell him that these parts were available. His service man got on the phone and called each location to find out that neither location had the needed part. The lady in ******* had no idea what she was talking about. The service man got busy on the phone and found a part at a competitor's location in *********** ** and my company has locations in ** so I called a guy and had him to go over and pick up the part and when he got there, they looked at the part and it was badly damaged so once again, we have no part. I called Goodman back and got the same lady and told her that the info she gave me about the parts was incorrect, there were no parts at the 2 locations that she told me about. She said "Oh, I am sorry"! She indicated to me that sometimes equipment can be deemed as a "lemon" and obviously I have a "lemon" but she had no solution in helping me out. I asked for her manager. I sat on hold for 30 plus minutes with her keeping me updated that he was still on another call with a dissatisfied customer. She finally told me that he was off the phone and she switched me to him and it went straight to his voice mail. I called back and the same lady answered and she indicated that he left for the day. I said to her that he walked out knowing that he had a customer holding and she indicated back to me that was what just happened. she indicated that he would call me this morning at 8 am. At 11:30 am, I had not heard a word from him so I called and asked to speak with him. I was told once again, he was away from his desk and she would leave a message for him to call me. He had the same lady to call me back. I asked her to please let me speak to someone else because it is obvious that he does not want to speak to me. Of course the lady switched me to her and what did I get once again, her voicemail. I am so aggravated and disappointed in my heating unit and in the staff at Goodman Manufacturing. It cost me $500 to get the system fixed back in 2014 and no telling what it will cost this year. My system is 3 1/2 years old. My repair man ask for a new system and that was only heard by a "deaf" ear. I have overnight guest at my house all week. When we got home yesterday, it was 82 degrees in our house. The temperature is suppose to be near 90 hear today so I am sure it will be near 90 in our house. It is so comforting to know that we built a really nice new home and put such a piece of "junk"in it for heating and a/c needs. At this point, I feel they should replace the system, refund me my $500 from the previous claim and pay whatever charges this repair incurs. A new system should not need a new compressor and a compressor coil within the first 3 years of its service. As the lady at Goodman indicated, we have a "lemon" and Goodman is not willing nor caring enough to step up to the plate for their customer. So at the moment, I have no a/c and no one will talk to me at Goodman. I am asking for help. I was told by Goodman earlier today that my part would arrive tomorrow but now they have checked on it and it should arrive in 4 - 5 more business days. I told the lady at Goodman that this original claim started on April 14th and today is May the 5th. She clearly told me that I should have called Goodman myself on April 15th and ordered the part and it would have been shipped right out. I indicated to her that I am not a repairman and did not know what part I needed. That was an intelligent thing for her to tell me. I told her that I followed the chain of command and called an authorized Goodman repairman to come out and look at the system and get the parts ordered. Again, her solution to the time it has taken to get the right part was: I should have called Goodman and ordered the part myself. Last time I checked, I am good at a lot of things but I have to depend on someone else to fix my heating and a/c unit. Can you believe that is the answer that I was given from corporate headquarters???? I need all of the help that I can get.

Desired Settlement: I think this company owes me a new system and a big apology for the way that I have been treated by their customer service department. They should also reimbursement me the $495 that I paid in January 2014 as well as all of the expenses incurred with this repair. Remember, my system is only 3 1/2 years old.

Business Response:

*** *******

I apologize about the trouble that you have encountered with your unit.  Also, I apologize about the misunderstanding between your contractor and the distributor.  As you know, your contractor places a parts order at the distributor for any part that is found faulty under warranty.  The contractor ordered the wrong part with the distributor, therefore the correct part was never ordered for your unit.  Fast-forward two weeks and you have contacted Goodman Manufacturing requesting a new unit, because you have been without air for 2 weeks.  If you would have contacted Goodman from the on-start, then we could have properly addressed your concerns about receiving the parts in a timely manner.  Unfortunately, Goodman was not given the opportunity to address your issues, until you were two weeks into your ordeal.  Goodman shipped the parts out as requested, but we cannot control what parts are ordered through your contractor.

 I will not be able to reimburse for the labor for the repair, nor can I authorize a unit replacement.  Again, per company policy we will cover the parts.

 

Regards,

 

Adam G******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,

The point of this complaint is that we have a faulty unit.  You have pointed your finger in every direction possible to keep from taking responsibility and replacing our unit.  If there had not been problems with the unit, these problems would have never surfaced.  The complaint all started because  the heating unit malfunctioned.  Goodman is taking no responsibility for the faulty unit, all they are doing is pointing their fingers at the dealer and the supplier and making excuses for their actions.

Goodman should stand up and replace the unit and stop pushing the blame to the guys that came to our rescue and have tried their best to help us out by repairing this piece of junk sitting in our yard with a Goodman tag!

We paid a premium price for the piece of junk and it is going to break us trying to keep it functional!

Thanks,

 

Angie L*****

Business Response:

*** *******

 

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.

 

Per our Company Policy, we will replace any part that is found faulty, our warranty does not include unit replacements.  If you need further assistance, please contact Consumer Affairs at ***************

 

Regards,

 

Adam G******

Manager of Consumer Affairs

6/6/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Goodman Heat Pump in **** of **** and also purchased the extended warranty for this unit. We have had issues with this unit since day one and have made numerous calls to Goodman, had several different companies out to look at the unit and are still having issues with the A/C blowing hot air. Everyone that came out diagnosed something different and nothing was correct. Now Goodman is telling us they cannot find anyone who will do warranty work or even service this unit. Short of taking them to court, I don't k now what else to do. The unit is still under the original 5 year warranty and Goodman has just basically said "sorry we can't find anyone to come out"! I don't feel they are standing behind their warranty and am very disappointed in the way I have been treated.i

Desired Settlement: If this unit cannot be fixed, I believe Goodman should replace it. We have not been able to use it properly since it was first installed. (the original installer has retired and no longer does service work). If they won't replace it they need to find someone qualified to fix it, even if they have to send someone from out of state. ( I am in ****)

Business Response:

**. ********,

I apologize about the troubles that you have encountered trying to find someone to honor and service your unit for warranty work.  It was my understanding that ******** was working with the local distributor to have a technician make a site visit for you.  Can you confirm that this has taken place and that your unit is operational?

Regards,

**** *******

Manager of Consumer Affairs

5/29/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
5/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a Goodman heat pump installed in ******, **** (Serial No. **********, Model No. *******). The original quote was from ***** ******** *** ******** ****** **, but was installed by ***** *******, who took over the business. All of the original documentation indicates a 10 year warranty, but my conversation with Goodman’s consumer hotline recently indicated that only a 5 year warranty was in place because the warranty was not registered. I indicated that I had not received any information to register the warranty and offered to complete this information at this time, but Goodman declined my request. The original service call was made by ***** ******* on ******* with an update of the defrost control. The unit was never functional when trying to operate the unit latter in the ****** with ***** visiting again and discovering a “hole in the condenser tubing in the fin area”. ***** also indicated that the unit was not repairable. At this point, I believe there was some records transfer issue between the original quote by ***** ******** and installation by ***** ******* and believe that Goodman should honor the warranty in good faith considering this issue. I am also the original owner and the property has not changed. Certainly, having a $2000+ applicance last 5 years is not acceptable. Thank you for your consideration in this matter. **** ***** **** **** **. **** ****, ** *****

Desired Settlement: Fix or replace the unit per the warranty.

Business Response:

**. *****,

I apologize about the trouble that you have encountered.  However, in order to properly address your needs, please provide the serial number(s) for your Goodman Manufacturing units.

Regards,

**** *******

Manager of Consumer Affairs

Consumer Response: Serial no. ********** was for the heat pump unit.

 

Business Response:

**. *****,

Can you please provide any invoices for the repairs you have encountered?

Regards,

**** *******

Manager of Consumer Affairs

Business Response:

**. *****,

I understand that you are upset that your unit was not registered in the proper timeframe, however our warranty clearly states that units are only subject to the ten year warranty if registered.  I sympathize with your situation and understand that warranty information could be lost or misplaced during the installation process.  However, this does not change the fact that this unit only has a 5 year warranty.  I am unable to refund for previous repairs, however as a goodwill gesture I will offer you a 5 year parts warranty.  This warranty will become active, once you sign and return the attached contract.  Again, I will not reimburse for previous claims, however any part claim made moving forward will be covered.

Regards,

**** *******

Manager of Consumer Affairs

5/22/2015 Problems with Product/Service
5/1/2015 Problems with Product/Service | Complaint Details Unavailable
4/24/2015 Problems with Product/Service | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a home in September 2012 that was 6 years old and had a Goodman Heat Pump for the HVAC system with backup electric heat. I noticed that first winter that it was having trouble keeping a constant temperature in the house and called a professional HVAC person to look at it. He informed me the system had no freon in it and had needed recharged. It worked fine for awhile, then during a couple of hot summer days I noticed the house wasn't being cooled. I took the plate off the air handler and the coil had completely frozen over. After another call to the HVAC professional, he stated it was again out of freon and there must be a leak in the system, after inspecting the coil, he told me I need a new evaporator coil because mine was leaking all the freon out. After checking the warranty of my coil it was not covered because it was only a 5 year warranty, but any new product Goodman makes now has a 10 year warranty. This is a known problem with the coil apparently, after reading several complaints on message boards from the internet. Goodman made a terrible product and doesn't stand behind those that are affected by their products that have failed so quickly.

Desired Settlement: I would like to have a new evaporator coil installed at no charge and have a warranty that covers it just like a new system would have.

Business Response:

Mr. ******,

I apologize for the troubles that you have encountered, however I believe some of the information that you've been given is not correct.  As our company policy states, our units come with a 5 year standard manufacturer's warranty.  If the unit is registered within 60 days of installation, then and only then does the product receive the registered coverage of 10 years.  Also, the registered coverage is only available to the original homeowner, if the home is sold then the secondary home owner receives the standard warranty of 5 years.  The 10 year registered coverage is not available to secondary homeowners.

Goodman Manufacturing has a long history of providing high quality HVAC equipment with the best warranty in the industry.  As I have stated, company policy clearly states that registered coverage is not available to secondary homeowners.  Therefore, your unit would not be under warranty and Goodman Manufacturing would be unable to meet your request.

If you supply the serial number and model number, then I would be able to research the matter further, but base on the information you've supplied the unit is no longer under warranty.

Best Regards,

**** *******

Manager of Consumer Affairs

 

4/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In June of 2014 I purchased my new home. The home was built in 2010 with a goodman unit installed at the residence in March of 2011 (according to Goodman records). After owning my home for a few weeks, the goodman h*ac system failed in the heat of the summer. My home at times got as hot as 91 degrees. I called goodman customer affairs and they informed me that my warranty only co*ered parts but not labor. I Called in ********** **** to come and fix my until. It cost me $54 for a ser*ice call and they determined it was a blown compressor. It cost me o*er $700 in labor charges to fix. In September of 2014 my unit once again failed. I called ********** **** once more and they said it was going to cost me another $54 for a ser*ice call. I did not ha*e them call out because the weather was mild and manageable. Fast forward to No*ember 2014 and my unit began running as it go cooler. The house would ne*er heat past 64 degrees no matter how high you set the temperature. My electric bills began to skyrocket. In the month of No*ember and December my electric bill at nearly $500 each month. Once January of 2015 came, we had an extremely cold day in which my house was heated at 52 degrees with the heat at 70 degrees. I called a tech in -******** cost $65. The tech noticed there was oil e*erywhere (like the first time on June) and said the compressor was blown. ********** **** came out once more and fixed installed a new compressor and put new fluids in. A few days later my unit was shutting on and off. I called ********** **** back and they told me that the e*apor coils were leaking and it would be a nearly $2000 fix. I then called goodman customer affairs and that's when it went all downhill. I ha*e been running on nothing but emergency heat since October and my January, February, and March bills are o*er $500 with this current month at $647!!! The customer affairs di*ision has prolonged the process for nearly 3 months now. When I called the first time in January I explained my situation to *** *********. She had informed me that my situation was not normal and that they would do what they could. She then asked for ********** ***** number to speak with them on how to proceed. Two weeks later the case was passed off to a *** *******. after a few days I called ********** **** to see if they heard anything and they confirmed no call from goodman had come through. I ha*e continued to call goodman e*ery other day to find out the status of my case and I always got the answer the distributor is still working the issue. This went on throughout February until I had enough. Not only would they ne*er disclose who the distributor was, but they said I could not contact them because I was a third party. I forwarded all my electric bills to *** ******* per her request and heard nothing back for se*eral days. Towards the end of February I called goodmans *** *******, and she acted completely obli*ious to my case. I then requested to talk to a super*isor. The super*isor (name unknown but direct line I ha*e) took on handling my case. She had informed me my units labor wok would be co*ered and to ha*e ********** **** call her directly. I forwarded my labor agreement to goodman and I informed ********** **** and I heard nothing for another few days. *** ******* forwarded me my certificate in the mean time and upon disco*ery I realized my unit had co*ered labor all along. It carries a warranty for labor all the way until 2021. Upon further in*estigation I disco*ered the coil issue has been a widespread problem. The customer affairs di*ision has been dodging me, not following up, not being responsi*e, not taking care of my situation and completely unprofessional. No super*isor should tell a consumer that they cannot get a request done because someone is in a meeting. I am about to deploy and I'm worried to lea*e because of those I'm lea*ing behind in my house without the proper heating and cooling.

Desired Settlement: I want all out of pocket expenses reimbursed, help with my electric bills due to my broken unit and someone to contact me who will take my situation seriously.

Business Response:

**. *******,

Could you please supply the serial number(s) for your Goodman products, so I can research the product history.  Also, I am going to check with **** and ******** whom are the super*isor that should be working on your case to see where we stand with your problems.  I will ha*e one of them reach out to your directly and make sure this gets resol*ed in a timely manner.

 

Regards,

**** *******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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 have already spoken with **** several times and with the consumer affairs several times.  I don't think a rational person would go to these lengths in order to get their request taken care of.  Your company already has me near $2000 in the hole and now you are asking me to dish out more money for repairs so you can "reimburse" me after the job is done?  Unacceptable.  I have already been strung on long enough and you have caused me a great deal of anxiety and deep finanical hardship from the lack of communication and broken promises.  I am set to deployment very soon and instead of worrying about wills, power of attorney, etc.  Instead I have to worry about whether or not my Goodman unit will last for my significant other while I'm gone.  I want my unit fixed or a new unit brought out.  I also want my electric bills to be offset by your company and previous labor charges reimbursed.  I am fully prepared to have legal representation if my request are not met.  I will no longer talk to **** on this manner.  Do not have **** call me anymore.  I want to talk to someone who can get my request taken care of time now.  My case number is ******, all the information you need should be there.  

Regards,

****** ** ********
 

Business Response:

**. *******,

**** is going to be the best contact to help resolve your case.  Goodman Manufacturing has provided an extended 5 year parts warranty, as well as an extended labor warranty.  Therefore, as long as a Goodcare dealer is used, then you would only be responsible for paying for a service call.  Company policy states that we will furnish a new part, however we have gone above and beyond our warranty and also provided an extended labor warranty. The remedy that you are demanding is something that we are unable to meet, as company policy states we do not pay utility bills.  However, please submit me the bills that you have paid, along with any repair invoices and I can see if I can make a Goodwill Gesture offer.

Best Regards,

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

again I have provided all goodman has asked for i.e. Reciepts, model numbers, everything and I get a different story everytime.  I'm still waiting to get the money back I was promised.  I have spoken to five different employees at goodman, none of which have resolved my issue.  It's extremely shady that affordable aire was one of your license distributors and yet I have to go with someone else and pay more money out of my pocket.  Your company is only going to pay about $400 in labor fees for a job that cost upward to $700.  You are in fact responsible for my bills based the "but for cause."  The fact you cannot contact me personally after I left you a message on your voicemail, but can respond through the BBB shows your lack of commitment to getting my issue resolved.  I want to speak to your boss.  This is no longer an internal manner.  Your company has caused me great anxiety in the mist of my upcoming deployment.  I will hold you responsible until you finally do the right thing and fix all the damage you have caused.  Stress, uncomfortable living conditions, finanical strain, and breach of contract.

Regards,


****** 

Business Response:

**. *******,

I apologize about the troubles that you have encountered with your unit. You have an extended labor warranty, which covers the cost of the repairs.  Goodman Manufacturing has set prices that we pay depending on the repair and it appears the companies you have spoken with would rather charge outside of our Goodcare rates.  **** has reached out to ****** *** and they have agreed to work on the unit for the Goodcare rates and the only thing you would pay for is the service calls.  Again, company policy and the Goodcare Warranty state that the service call is not covered under warranty.  However, your are upset with this, so we stated we would reimburse you for the service call.  This is above and beyond our warranty and yet you are still unhappy with the offer. 

Next, you are demanding we pay your utility bills, which our warranty clearly states that we do not cover.  Again, I will make a goodwill gesture offer of $400.00 to help cover whatever costs have been associate with your problem.  Again, this is above and beyond our company policy. 

 **** has found a company willing to fix your unit, yet you are stating that we are dragging our feet.  ****** is willing to fix the unit, therefore you need to reach out to **** and set up an appointment to have your heat pump fixed. 

The BBB is an avenue in which you have taken to address your concerns and Goodman Manufacturing has clearly showm that we are going above and beyond our standard warranty to help assist with your issues.  Goodman Manufacturing is not dragging our feet, as we have done the leg work and now you just need to set up an appointment with ******.

 

Best Regards,

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

Thanks for the quick response back.  I am happy to see that goodman is now trying to work with me on this manner, but I cannot accept $400 after all I have already paid out of pocket.  If I had this offer from the beginning when the issue came up, it may have been feasable.  My next appointment with the lawyer is on 23Mar14 and I will likely let them take care of concerns.  I am still out the previous labor charges and I will likely have another high electric bill this month. 

Regards,

****** ** ********
 

Business Response:

**. *******,

Again, I apologize about the trouble with your unit, however our warranty clearly states that we do not cover utility bills.  We have made a goodwill gesture and offered $400.00 dollars towards your past expenses.  If you are declining our goodwill gesture, then there is nothing further that I can offer.  If you need further assistance with locating future servicers, please reach out to Consumer Affairs at ************.

Best regards,

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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 am going to let my lawyer handle everything from here on out.  $400 does not cover all your company has put me through financially and emotionally.

Regards,


 

Business Response:

**. *******,

I apologize that we could not come to an acceptable agreement, but the offer that was extended to you is above and beyond our warranty guidelines.  I cannot control what means you use to try and get what you are seeking, but my offer to you still stands.  Beyond my offer, there is nothing further that I am able to do.

Best Regards,

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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 fully understand the warranty guidelines, however according to the paperwork sent to me by your customer service, labor has always been covered, 10 years with an effective date of 4/30/2011. 

Regards,


 

Business Response:

**. *******,

The parts and labor warranty was given to you by Goodman Manufacturing.  Your units were not registered, therefore we gave you the parts and labor warranty as a concession to help assist with the cost of repairs.  Our plans are set up for either a 5 or 10 year period, but your unit is in year 4.  Therefore, we had to give your unit the 10 year coverage- starting on the date of install.  Otherwise, the coverage would have ended in year 9.  This warranty is not retro-active, therefore I would be unable to refund for previous expenses.

Again, we have give you a parts and labor warranty and offered to pay you $400 dollars towards the cost of repairs.  Everything we have offered you is above and beyond our standard warranty policy.  The $400.00 dollar offer still stands, however I will not offer any more money.

 

Regards,

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

This is becoming a pattern.  You have until Monday to get something done.  This has been a long and drawn out process for no reason.  I keep having to leave work early while your company keeps having my unit inspected.  I deploy very soon, literally days away.  I called ****** per your request and we are going on week 3 since my call to ****** with no progress.  

Regards,


 

Business Response:

**. *******,

Again, Goodman Manufacturing gave you a labor warranty in which your repair company should utilize.  Your contractor needs to replace whatever parts necessary in order to get your unit working properly.  All repairs are handled through your local contractor, they are the one's that you need to work with moving forward.  Goodman Manufacturing is not dragging their feet, as we have ensured your product is under warranty.  Please work with your contractor to make the proper repairs.

Regards,

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

I ha*e re*iewed the response made by the business in reference to complaint ID ********, and ha*e determined that this proposed action would not resol*e my complaint.  

That is incorrect.  Please check with your company on what's going on.  The contractor is actually waiting on goodman.  You ha*e made them do se*eral inspections and one of your reps now has to come out and do an inspection.  I'*e had the contractor here 4 separate times already because of information goodman is requesting.  I deploy in days.  You ha*e till Monday.

Regards,


 

Business Response:

**. *******,

Who is requesting additional information?  Your contractor should be able to take whate*er part is not functioning properly to the distributor and swap that part out under warranty.  I'd be more than happy to ha*e someone contact your contract and figure out the delay.  What is your contractors name and number?

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.    Sir or Ma'am,

 

They have performed the work, however they have not come through the other requests they have made over BBB.  They still have not come through with the $400 and have not provided me documentation need to finish my request.  They also have not returned my phone calls and do not respond to my emails.  The only response I have gotten from them is the BBB.  Please assist. 

 

 

****** *******n


Regards,


 

Business Response:

**. *******,

I am showing that the $400 dollar check was sent out of the 5th of May.  Please confirm if you have received the proper payment.

Regards,

**** *******

Manager of Consumer Affairs

4/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased our brand new home three years ago with a new Goodman HVAC unit. We (like many other Goodman consumers) are now experiencing faulty coils within the unit thus leading to leaking freon, and eventually a complete loss of cold air within our home. Goodman warranties their product but not the service required to fix and or install the new equipment. The faulty coils have been documented by many others since 2007, why Goodman Amana has yet to replace or alter their methodology in producing these coils remains a mystery to me, especially with so many deeply un- satisfied customers. I contacted Goodman Amana with my problem, I was given a case number and received a generic email offering no help with the service. I am now left with a 1,200.00 service estimate, to fix a product that was manufactured incorrectly. I live in Vacaville, California where it is not uncommon to have many summer days/nights over 100 degrees. With a two year old, and a six week old infant in our home it is critical that we have this coil replaced with the impending summer upon us.

Desired Settlement: I believe it is not only fair but ethical that Goodman Amana repair and replace the coil and freon in my three year old air conditioning unit.

Business Response:

Mr. ******* ******* ******,

I apologize about the troubles that you have encountered with your unit, however in order to assist further I would need you to provide the serial number of the unit.  The serial number is 10 digits long- all numeric. 

Regards,

Adam G******

Manager of Consumer Affairs

 

3/26/2015 Billing/Collection Issues
3/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a new home in 2010, the home came with goodman furnace. Since 2012, I had constant issues with goodman furnace. The furnace stops blowing hot air, instead blows cold air. I have tried three different contractors to repair the furnace, but none of them could resolve the issue. They always say, goodman products do not work well. Every time there is a contractor call, I pay atleast 200$ for repair. I had 5 house calls so far. The same issue comes again and again no body knows how to repair it. The contractors changed, flame sensors, furnace main control board, auxilary control board, many other parts in the furnace to repair the problem. The problem is still there. I have spent thousands of dollars so far, the problem is not resolved and i do not have heat at home. Even though i paid full price for the furnace.

Desired Settlement: I believe, this furnace is a lemon. Many contractors have mentioned that. I have paid thousands of dollars in repairs so far, and I am still pouring money into this furnace. Like I mentioned, many best contractors tried to repair but the problem is not getting resolved. Goodman should stand behind the quality of their products. Goodman should report known problems with their products and repair or replace them. It is very frustrating to realize that after pouring thousands of dollars in repairing the same problem, the problem is not resolved. Goodman product has some serious problem, which I believe goodman is not sharing with the customer. I believe this furnace is beyond repair.

Business Response:

*** ********,

I apologize about the issues that you have experienced with your Goodman Manufacturing product.  Unfortunately, I do not have any information on your system, therefore I am unable to see the repair history.  In order to properly assist you, please provide the model and serial number(s) for all your products.  Also, please attach the receipts of any work performed on these units and the name and telephone number of the contractor that has been working on the units.  We can work to supply a technical representative to diagnose the problem and decide the best action plan moving forward.

Best Regards,

**** *******

******* ** ******** *******

Consumer Response: Better Business Bureau:

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.  

The contractors who tried to repair are :
1) Green air solutions
2) Chucks heating and cooling


Regards,
***

 

Business Response:

Hello,

We are in the process of setting up a site visit with you contractor and our technical representative.  We will continue to monitor this situation and ensure that we get your issues resolved.

 

Best Regards,

**** *******

******* ** ******** *******

3/9/2015 Problems with Product/Service | Complaint Details Unavailable
3/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought this unit [Heatpump] And have nothing but trouble. Have had coils replaced several leaks fixed. Now it is not heating. Low of freon again. They told me the last time if i had another leak they would replace the unit. can not get them to return my calls.

Desired Settlement: Replace unit. with new one. and waranty start over.

Business Response:

Dear Mr. ******,

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.

 

It appears in 2012 that Goodman Manufacturing offered a labor warranty to cover the costs of any future repairs, which you accepted.  Also, I show that Goodman Manufacturing extended your 5 year parts warranty to a 10 year parts warranty.  The purpose of the labor warranty is to cover the cost of any future repairs that may happen.  The warranty associated with your unit covers parts and labor, not a unit exchange.  I am not showing anywhere in our documentation that Goodman Manufacturing stated we would replace your unit; if that is not true then please provide the documentation that you have that states otherwise.  Also, please provide any invoices in which you were charged monies toward the repair of the unit.

 

 

Best Regards,

 

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

Sent: Sunday, March 08, 2015 8:50 AM
To: drteam
Subject: Re: You have a New Message from BBB Regarding Complaint #********

 

Also never got a phone call.

On Mar 8, 2015 8:44 AM, "******* ******* ************************> wrote:

My case has not been resolved. I never got an email asking for an update. So how can you close my case. My heatpump still does not work.



Regards,


 

Business Response:

Dear Mr. ******,

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.

 

It appears in 2012 that Goodman Manufacturing offered a labor warranty to cover the costs of any future repairs, which you accepted.  Also, I show that Goodman Manufacturing extended your 5 year parts warranty to a 10 year parts warranty.  The purpose of the labor warranty is to cover the cost of any future repairs that may happen.  The warranty associated with your unit covers parts and labor, not a unit exchange.  I am not showing anywhere in our documentation that Goodman Manufacturing stated we would replace your unit; if that is not true then please provide the documentation that you have that states otherwise.  Also, please provide any invoices in which you were charged monies toward the repair of the unit.

 

 

Best Regards,

 

Adam G******

Manager of Consumer Affairs

3/6/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased two Goodman minisplit ac units. One of them failed after about a year and half. Two different ac repair companies came out and inspected both units. The one that failed had corroded wiring. The one that didn't fail did not have corroded wiring. My complaint is that the failed unit was defective from the factory. It was just a matter of time before it quit working.

Desired Settlement: I would like to exchange the defective unit for a unit that is not defective.

Business Response:

Dear *** *****,

 

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,

 

**** ******* 

Consumer Affairs  

**************

 

Consumer Response: Better Business Bureau:

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: Bob Wells [mailto:roberthwells@hotmail.com]
Sent: Monday, February 23, 2015 12:55 PM
To: ******
Subject: RE: You have a New Message from BBB Regarding Complaint #********

 

This has not been resolved yet.  The company has contacted me.  I responded am now waiting for their response to my response.

 

****** *****



Regards,


 

Business Response:

*** *****,

As stated before, Goodman Manufacturing will supply the compressor, however we will be unable to assist with the labor to fix the unit.  Again, this is company policy and has been reiterated multiple times on different levels.  The only remedy in this situation is to replace the part under warranty, otherwise Goodman Manufacturing will be unable to assist further.

Regards,

**** *******

******* ** ******** *******

2/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Six years ago I had a Goodman Heat pump installed in my home. Since then, The coil was replaced at my expense. 3 weeks ago a 3rd coil had to be installed because the second coil was leaking and had to be replaced. The 3rd coil has cost me almost $362.50 in labor. I'm 82 & my wife is 81. We have been inconvienced beyond our dreams. This is clearly a faulty product or better known legally as a "****** ********* ************* *******." Goodman refuses to own up to their responsibility stating they manufacture "A Quality Product". In ***** ******** there is a ***** ****** *** **** filed because of their manufacturing being sub standard, and multiple complaints which they are not taking responsibility for.

Desired Settlement: Own up to their responsibility that they manufacture "A Quality Product". At this point it appears to be false advertising ,because the quality is substandard.

Business Response:

Dear **** *****:

 

Thank you for affording Goodman Manufacturing Company, L.P. (“Goodman”) an opportunity to review this matter and to respond to your concerns regarding your Coil.  As I am sure you would concede upon reflection, a product may experience a failure for numerous reasons beyond the control of the manufacturer.  Be that as it may, it is Goodman’s desire that each consumer of its product is satisfied to the extent reasonably possible. 

 

Goodman’s warranty to the consumer is to the effect that it will provide a replacement part for any part of a warranted unit that is found to be defective under normal use and servicing.  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, unit replacement, etc. 

 

I understand you frustration about the costs incurred for repairs, however our Warranty and Company Policy clearly states that we do not cover the cost of labor and Freon.  However, given the frustration that you have experienced, on 1/29/2015 we offered to pay $150 towards the repairs of your coil.  This was made a Goodwill Gesture above and beyond our typical policy.  I have attached a copy of the offer letter.  Please sign and return at your earliest convenience.

 

Best Regards,

 

**** *******

******* ** ******** *******

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in refere**e to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Sent: Monday, February 16, 2015 3:06 PM
To: drteam
Subject: RE: You have a New Message from BBB Regarding Complaint #********

 

Please be advised that the issue has not been resolved. Goodman has offered a token of my out of pocket expenses.This is un acceptable. I was having surgery and could not respond. You should be aware the there are several ***** ****** *** ***** that have been filed against Goodman/***** regarding the defective coils on their heat pumps.One of the ***** ****** ***** is in the state of ** where I reside. There are numerous complaints listed on the internet from numerous dis-satisfied customers. If Goodman Mfg. was a reputable company and not trying to avoid

their obligation as sincere company they would resolve all the negative  publicity.  Instead they're trying to hide under their warranty when they know they have a "latent Manufacturing Defect".

-----------------------------------------



Regards,


 

2/17/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: ac coil unit rotted out and leaked refrigerant still under warranty. goodman will not replace unit under warranty

Desired Settlement: refund purchase price and labor costs to install another reputable product or replacement of coil and txv valve

Business Response:

Dear *** *****,

 

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).

 

 

Thank you,

 

************

Consumer Affairs Manager

 

Consumer Response:

Better Business Bureau:

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.  
My units are registered with goodman as required by the warranty.  Goodman has my indoor and outdoor unit numbers on file.



Regards,


 

Business Response:

*** *****,

I have tried to locate your information, however I am unable to do so.  I would need the serial numbers of the units to verify your units coverage, otherwise I would be unable to assist further.  I look forward to receiving the information and working on finding a solution to your problem.

 

Regards,

 

**** *******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

The company wanted the model and serial numbers

indoor coil ************  sn **********   the part that leaked all the gas

outdoor unit ***********  sn **********

Regards,

** *****


 

Business Response:

*** *****,

The unit is under warranty and has been verified.  Whom stated that we would not cover the unit under warranty?  Have you already had the repairs completed?  If so, please provide a copy of the invoice and Goodman Manufacturing will refund the cost of the coil that we would have paid on the claim.  Our Warranty does not cover labor or Freon and company policy clearly states that we are unable to cover those costs.  However, I am able to refund the amount of the coil.  Please let me know the status of your problem.

Regards,

**** *******

Manager of Consumer Affairs

2/14/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
2/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Jan. 30, 2009, I had a new Goodman heat and cool unit installed at my home-Mod#**********--Sn#**********. Just after the first year I had to have it serviced because of low refrigerant. Since then I have had over ten service calls on the unit and it is still not working properly. The evaporator coils, condenser fan motor, fan blades, expansion valve, dryers, line thermostat have been replaced, now they say that the switching valve needs to be replaced. I also had to have a line patched because it was rubbing against something and lost refrigerant. The approx. cost to have the valve replaced is $600.00. Four times the system has had to be evacuated to make the repairs. The parts are covered by a ten year warranty, but I have to pay for the labor and refrigerant cost. The eastern regional service rep. for Goodman was sent to my home along with my local servicer and it was determined that the line thermostat was causing the problems. It was replaced with one, although not the correct one, that happened to be on the reps car. The unit worked until that afternoon and started the same problem. I called the local servicer and he had ordered the correct t-stat, according to the rep., so he came and installed it. The unit worked ok for about four hours and then the same problem. That is when he said it had to be the switching valve and the labor and refrigerant would be around $600.00. I have already spent $2,000.00 on this machine in five years!!! I have written Goodman, and other than the service rep coming, I have not heard from them. My wife and I both have physical disabilities and spent cold and hot days with this unit not working. We have suffered undue stress because of these problems. Please get us some help!!!

Desired Settlement: I believe we need to have this Goodman unit replaced and be compensated for stress and money spent on it. I do not want another Goodman!!!

Business Response:

Dear Mr. ****,

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.

 

However, I do understand that you have had extensive repairs on your unit, so I am asking that you supply the serial number, as well as all invoices attached to the repairs.  I will review your case and help find a resolution.

 

Best Regards,

 

Adam G******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,


 While I am neither accepting or rejecting  a resolution to my complaint about my Goodman hvac unit, I am asking why Mr. G****** is requesting information about my hvac?  All of this info was sent to Goodman Mfg. Co. on Nov.22, 2014.   It was sent to the Consumer Affairs Dept., 7401 Security Way, Houston, Texas 77040.  I called about two weeks later and talked to Laeisha.  She told me that my letter had been received and the complaint had been turned over to Caroline.  I have called 1-877-381-3920 and asked to speak to Caroline , but I was asked to leave a message.  None of my messages have been answered!  All of the information that Mr. G****** requested was in the letter except the last three service calls, including the call by the Goodman service representative Mr. Richard G******.  I did not get any service call invoices for these calls because I was not charged.  I still have the same problem with the hvac!!  Complaint ID ********.

Business Response:

Mr. ****,

I have reviewed your case and determined that we will be unable to meet your request for a new unit.  Our company policy is to replace any part that may have malfunctioned, however a unit replacement is not covered under warranty.  Therefore, Goodman Manufacturing will continue to provide parts for any necessary repair in the future, however a new unit would not be part of the solution.  Again, company policy is very clear that any part is covered under warranty, however labor and unit replacements are not part of the warranty.

Best Regards,

Adam G******

Manager of Consumer Affairs

1/28/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My Goodman heat pump failed on Christmas 2014. It was installed 11/30/2009. My contract states I have a 10 year warrantee for parts. The coil had a leak and needed to be replaced. I waited three weeks for the part and paid $2100 (full price)to have it installed. I filed a complaint with BBB against the original installing contractor for not honoring the warrantee,but he says it is Goodman who is not honoring the warrantee. On 1/24/15 I called Goodman consumer affairs (877-254-4729)and was told that yes my unit was under warrantee and that I could have the repair technician return it to the distributor for a full credit. The installing company however was told otherwise. Now Goodman will not return my phone calls and will not honor their 10 year warrantee on my unit that is only five years old.

Desired Settlement: Goodman should reimburse me for the part that I paid $2100 to replace.

Business Response:

Mr. *****,

 

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).

Thank you,

Adam ******* 

Consumer Affairs Manager

Consumer Response:


Better Business Bureau:

Per your request I have attached the 2-page contract for my heat pump which includes the serial number and the clearly stated 10 year warrantee.  The issue is that I was not the owner when the heat pump was installed.  I have been told by the installing contractor that the warrantee does not extend past that owner.  My attorney, however, tells me that unless the contract specifies something different, the warrantee stands and passes to subsequent owners.  As you see in the attached contract, the only reference to warrantee is the fact that it is for 10 years, Thank you for your assistance.

 



 

1/18/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: evaporator coil is leaking I have a warranty life time when it was installed in 2006 the company that installed it is out of business it is going to cost me 1275.00 dollars to replace

Desired Settlement: I would like them to cover the total cost the hole system has been nothing but a royal pain in the ass since it was installed no matter what they tried the heat pump would not stitch to back up heat below 35temp not till there was a factory re-call on the heat-pump did the system work that was six years later two years later the company that ate the cost is out of business and I am out the cost of two years of service thanks to the crap you make and sell the public

Consumer Response:

Business Response:

Mr. ********,

Thank you for contacting Goodman Manufacturing.  We regret the difficulties you have experienced.  Your comments regarding your unit are appreciated.  We make every effort to manufacture products of only the highest quality, however after careful testing problems can occur.  In order to properly assess your claims, please provide the serial number of the unit.  The serial number is not present in the attached file and I would need that number in order to properly assess your situation.

Best Regards,

Adam G******

Manager of Consumer Affairs

1/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased a unit in summer of 2007 this unit has broke down 7 times and 3 times was for the same thing this unit carry's a warranty until 2017 but the labor cost have totally eat me up i have i have sent Goodman emails only for them to send them in the receipts of the cost of the labor and ac window units i have purchased in the summer months and heaters in the winter months in response to my 2nd email i had sent in the info and waited for 4 weeks for someone to call as of 1/6/2015 no phone call so i called to speak to someone only to be told that they cant find the info and when i gave my sn# to them there telling me that all of a sudden my unit is registered to some else in a different state ? and Michelle will call me first thing 1/8/2015 guess what no call. now mind you this unit has been repaired 6 or 7 times under warranty and my name? i seem to be getting a run around from this company now the unit is down again i am claiming this unit is a lemon and i am fed up with paying labor every 6 or 8 months when the unit breaks down it has already cost me better 1200.00 in labor cost.

Desired Settlement: i would like to have this unit replaced i do think it has been a lemon from day 1 i am fed up paying a tech,to came out and fix it every 6 months

Business Response:

Dear John Doe ,

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.

 

The warranty associated with your unit does not carry a unit replacement warranty, therefore we would be unable to replace the unit.  Also, labor and Freon are not covered under standard warranty, so Goodman Manufacturing would be unable to pay.  However, given the problems that you have encountered with our Customer Service Department, I would be willing to offer you a labor warranty as a Goodwill Gesture for the remainder of the products warranty. 

 

I have attached a copy of the Limited Warranty associated with your unit, as well as the Extended Warranty.  Please sign and return the Extended Warranty for processing.

 

Best Regards,

 

Adam Galando

Manager of Consumer Affairs

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  


i will accept this extra labor warranty what needs to been done to get this unit up and going does my tech submit the invoice or am i to pay the tech and get reimbursed from Goodman?
 

1/2/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a new built house with the ***** product installed, we have lived in the house less than 5 years but have already called a repair company out 5 times. Each time the repair person has said what is wrong with the unit and fixed the problem. 1) The unit had a leak and needed repaired ( coupling damage) and added Freon and service charge 2) Freon issue with another leak added Freon plus service charge 3) Drainage issue from blockage and service charge 4) Valve issue and added Freon plus service charge 5) Replacement of coils on both units and add Freon plus service charge I have tried calling customer service but did not get an response. When I went on line and brought up our warranty it says 10 years 100% until June of 2020. I have called and finally talked to a customer rep. She told me she had nothing on file and we could send in the information for warranty but it would only cover the parts that were replaced. We have spent almost the price of a replacement unit when we add it together.

Desired Settlement: The ***** product warrantied needs to be dealt with accordingly, and to our satisfaction.

Business Response:

Dear *** *****,

I apologize for the troubles that you have encountered with your unit.  Goodman Manufacturing strives to make only products of the highest quality, however despite careful testing problems can occur.  Therefore, Goodman Manufacturing provides an industry best 10 year parts warranty, this warranty does not cover labor or Freon.  I have attached a copy of the units warranty paperwork, as well as the units claim information.  It is important to note that neither of the units have a claimed filed on them, therefore we are not showing that any repair work had been performed.  Again, Company Policy states that your warranty is a "parts only", which does not cover labor and Freon.  Goodman Manufacturing will continue to honor your parts warranty, however we will be unable to process a refund for the labor and Freon.

Best Regards,

Adam G******

******* of Consumer Affairs

12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The HVAC unit fan is loud and makes a noise similar to a bad bearing. Also, the pump system that removes the water from condensation is very loud similar to a toilet flushing over my head. I have never had the unit work when it was below 10 deg F as the condensation line freezes. Installer stated that he added a heating element but as the weather has warmed up in the spring time when the unit was installed, the temperatures have not been low enough to prove that the issue is truly fixed.

Desired Settlement: I would like the unit repaired within 30 days or replaced.

Business Response:

Dear Mr. ************ ,

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,

 

**** *******

Manager of Consumer Affairs

 

Consumer Response: Better Business Bureau:

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, 2014 11:53 AM
To: drteam
Subject: complaint #********: Goodman has still not sent anyone to view my problem


 

Consumer Response: Better Business Bureau:

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.  

Sent: Thursday, November 13, 2014 4:04 PM
To: drteam
Subject: Re: You have a New Message from BBB Regarding Complaint #********

Dear BBB,

They are stalling.  They have the information as I have a number from them. 

You can pass on:

*************

**********

Thank you!

**** ************



Regards,


 

Business Response:

Mr. ************,

I understand that you have been dealing with ******* *****.  She communicated that a new company was going to visit the home.  The contractor's name is **** ****** at ************ of ****** ******* *** ***.  I will confirm with ******* that the site visit has already been set up.  If it has already taken place, would you please update me on the findings of ****** ******* *** ***?  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,

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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,


**** ************

Business Response:

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

Consumer Response: Better Business Bureau:

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.  

Well, another 2x weeks has gone by with no repair shop coming by my house as promised.  I received 1x phone call from ******* (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 *****.

Please let me know if you are going to address this issue.  I am going to call the ******** ***** *** and have them get involved next week.


Regards,

**** ************
***** ********
 

Business Response:

Mr. ************,

******* 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 ******* at ***********.  Hopefully, we will have the scheduled out by tomorrow.

Regards,

**** *******

Manager of Consumer Affairs

12/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 7/31/14 my evaporator coil was replaced in my home. The model number of the replacement was ************ and serial number was **********. On 11/18/14, my unit no longer worked because of leaks in the air handler let out all the refrigerant. I had a company come out to my house on 11/21/14 to confirm this with a pressure test and was told there was 'several leaks' and the air handler needed replaced. The replacement lasted for 3 1/2 months. I then called the contractor that had put in the new air handler and let him know that it was defective. He then told me he would call the manufacturer and see what kind of warranty work they would cover. The contractor then called back after a little while and told me that the manufacturer would not cover the refrigerant or labor for the replacement coil. This cost me an additional $400 for a completely defective part. According to the contractor there was a 'seam' that he had never seen on an air handler. To me, that is a complete failure of qa/qc during the making of this product.

Desired Settlement: I would like a refund of $115.50 for the service call for the pressure test that proved the part was defective, and I want a refund for the $400 for the labor and refrigerant to replace the defective part.

Business Response:

Mr. *****,

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.

In order to properly assess the claims with your unit, could you please provide the invoices associated with your repairs?  I will then review the invoices and be able to make an  informed decision on how to proceed further.

 

Best Regards,

**** ******* ******* ** ******** *******

Consumer Response:

All,

Attached is the invoices regarding complaint #******** asked for by the Goodman representative.

The attachments in order are the initial replacement, the invoice for the pressure test which found the coil to be defective, and then the replacment of defective coil.

Thank you for a timely response.

**** *****

Business Response:

Dear Mr. *****,

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.

 

Your unit is out of warranty and any concession that would be made would be above and beyond the warranty.  I would be willing to offer you the $400.00 dollars towards the repair of the coil, mainly because the coil experienced a failure shortly after being installed.  Again, this is being offered as a good faith gesture and is not a covered repair.  I have attached a copy of the Offer Letter that would need to be signed and returned in order to process the refund.

 

Best Regards,

 

**** ******* ******* ** ******** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

12/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm contacting you reference Goodman Manufacturing. We purchased a Goodman 13 Seer 3 Ton heat pump through a contractor and had it installed On Dec 15, 2013. Immediately there were problems because it came from Goodman Mfg. not fully charged with refrigerant and short cycled and put out little heat or cooling. Our contractor called the company to ask if a factory technician could come out and look at it. The said sure no problem we'll get someone out. After several months and several calls no one had come out so we called them again and they said they have no technicians that come out. They lied to the contractor and to us. Wouldn't even answer questions about the warranty - said we had to hire independent contractor to make that call. They are crude, rude and lie to people. Very dishonest.

Desired Settlement: Put Co. on "F" list at BBB. Goodman is horrible to customers. Wouldn't answer questions about warranty - Don't know unit cost (contractor bought it) but would think some money should be refunded by Goodman and not by the contractor. This could have been a health issue as I have asthma and my husband has a heart condition and we had little heat or cooling for the passed year. Unit is a 13 Seer 3 Ton heat pump. Unit works only because contractor finally figured out the problem.

Business Response:

Ms. ******* ********,

 

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.

 

In order to properly assess your complaint, could you please provide the serial number of your unit(s)?  Also, please attach all invoices of repairs made to the unit, so that I can forward to my technical representatives for review.

 

Best Regards,

 

**** *******

Manager of Consumer Affairs

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution might be satisfactory to me.   They asked for the serial # of the unit : ************ - other numbers on the warranty card are ********** and in smaller numbers *******.  However, I want them to know that we didn't spend any of our money getting this unit to work correctly.  The contractor bend over backwards and helped us, not the company.  My complaint is the rude treatment we got when we called to get help. No one could tell me what was covered under the warranty!  We were told by company reps that the company had factory technicians that could come on site to check the unit.  After placing many phone calls and getting no where we were told that the contractor had to initiate the scheduling of the visit by the factory technician.  He tried to no avail- no one ever called him back.  We called Goodman again and were told that they have no factory technicians that come out to inspect units!!!!  We feel we've been lied to and  given the run around for a year.   The customer reps of Goodman thought we were complaining about how much it cost to run the unit when the problem was that it never put out any appreciable heat or cooling because it was short cycling.   The reps constantly interrupted us and basically told us we didn't know what we were talking about.   Our contractor has worked hard to help us get this resolved.  We have health problems and were without a properly working unit during a very cold winter and an extremely hot summer.   The unit was finally made to work by the contractor installing yet another thermostat which made the unit stop "short cycling".  The unit was not fully charged when we received it so it was not in working order at that time it was shipped.  We have been through considerable inconvenience over this whole matter. 



 

12/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The unit has been a lemon from day one. Has had multiple service calls and repairs.

Desired Settlement: Replacement the upstairs unit that is still defective at no cost to me. At this time I have a labor cost for a repair on this defective unit for $638.75.

Business Response:

Dear *** ******,

 

Thank you for contacting Goodman******** ******** ******* ********.  We sincerely apologize about the troubles that you have encountered with your unit.

 

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).

 

If you desire additional assistance, please contact our toll free line at: ###-###-####.

 

Thank you,

 

**** ******* 

******* ******** *******  

 

Consumer Response: Better Business Bureau:

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.  

Sent: Wednesday, ******** 03, 2014 3:23 PM
To: ******
Subject: *** *** **** * *** ******* **** *** ********* Complaint #********

 

As you have requested the model # is *********** and the serial # is ********** for the outside unit. The serial # for the upstairs unit is **********. The outside unit was replaced at one time after multiple service calls and multiple compressor replacements. As soon as the labor warranty expired we incurred a complete failure of the upstairs unit. This failure probably occurred at the end of the summer while still under warranty but was not discovered until November when it would not heat at all. Having been 3 months past the 5 year labor warranty *********** ******* * *** billed us over $637.00 labor and informed me that I would have to contact you. This unit has never performed at what I would call an acceptable level. If you could help me at this time I would greatly appreciate you assistance.

Thank you,

****** ******





Regards,


 

Business Response:

*** ******,

I apologize about the problems that you have encountered with your unit.  I understand that your unit is out of the labor warranty, however given the problems that you have encountered, I am willing to offer you a 5 year labor warranty that would cover your units for the remainder of the parts warranty.  I am unable to reimburse the cost of the current repairs, but *********** *** can file a claim on the labor warranty, if you haven't already paid them.  Attached is the Extended Warranty, which needs to be signed and returned for processing.

Best Regards,

**** *******

******* ** ******** *******

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

 

Sent: Monday, ******** **, 2014 6:32 AM
To: ******
Subject: *** *** **** * *** ******* **** *** ********* Complaint #********

 

I would like to report that all issues and charges have been settled to my satisfaction.

Thanks, 

*** * ***** ******

 

12/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Re: Model ************, Serial #********** (See BBB complaint # ********) My ********* ******* ************ and I have not received the $244 we are due for having unit failure repairs done (under warranty) to a "poorly" manufactured new AC unit installed in 2013.We want payment for the two unit failures repaired UNDER WARRANTY: 1. the wire that was not properly secured by Goodman and caused it to arc, resulting in holes in the tubing, leaking out all the Freon, and 2. the soldering done by Goodman causing Freon to leak out.(Goodman avoids addressing payment of these unit failures and keeps referring to the installation repairs needed, which we are aware of and will take care of ourselves. These installation repairs are NOT what we are concerned about and have nothing to do with the AC unit failure repairs made due to bad manufacturing by Goodman.)

Desired Settlement: $244 for 2014 unit failure repairs done under warranty to 2013 Goodman AC.

Business Response:

*** ********,

We had offered your ******** the $244 dollar refund, however she had declined because she was seeking a unit replacement.  The unit replacement did not happen because the unit was not installed correctly, which would place responsibility for the repairs on the installing contractor.  Next, the warranty associated with your unit is a parts only warranty, which does not cover labor or Freon.  We made you an offer above and beyond your warranty and that offer was refused.  As a Goodwill Gesture, I will offer the $244.00 refund again.  I have attached the offer letter, which  I will need the offer letter signed and returned for processing.  In the future, labor and Freon will not be covered.

Best Regards,

**** *******

******* ** ******** *******

10/31/2014 Guarantee/Warranty Issues
10/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Goodman equipment for my HVAC system when I built my house in September 2009. The evaporator coil got rusted and leaked due to the fact that in 2009 Goodman used cupper and aluminum alloys which proved to fail and later Goodman changed this to aluminum only coil. The unit is covered under warranty for parts only which cost me to pay for the replacement of this coil. I would like to get back the money that I paid in labor to fix this coil as I feel it is Goodman's responsibility to fix this issue of manufacturing.

Desired Settlement: Refund totaling $338.00 including labor and Freon .

Business Response:

Dear ***** * ******

 

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,

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,


 

Business Response:

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

10/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 3 of 4 systems failed within 5 yrs. New construction, upscale home with 2 zoned Heat/AC: downstairs furnace ************ ********** downstairs ac *********** ********** downstairs coil ************ ********** upstairs furnace ************ ********** upstairs ac *********** ********** upstairs coil ************ ********** Downstairs furnace repair necessary with labor cost of $300. Upstairs coil repair necessary with labor cost of $680. Downstairs ac failed (not repaired). Unacceptably poor quality. I've had a ***** in my rental unit for >11 yrs with no problems.

Desired Settlement: I'd like to have the downstairs AC fixed at no cost and previous labor costs reimbursed since the equipment was obviously of incredibly poor quality.

Business Response:

******* ** ****

****** ** ******* **** ******* ** ************ * ** *****

Dear ****** *. *******,

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 ******** ******** ***** ********. With a ******** ******** ******* ****, 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 ******** ******** ******* ****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,

**** *******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

3 failures within 5 seasons is not a high claim history !!?!  I've worked as an HVAC engineer, that track record is abysmal.  ******, *******, ***** and even ***** 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,

****** *******, ***** ***

 

Business Response:

Mr. *******,

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,

**** *******

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  

Mr. **** ******* stated <<<Again, we apologize about the trouble that you have encountered with your unit...>>>

Mr. ******* 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,


 

Business Response:

Mr. *******,

   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.

 

 

 

10/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: purchase a a/c unit in ****** **** and have had a freon leak in the unit since new.the unit has been worked on by several different a/c tech's with no avail. we have to add freon every year. which goodman stated that's normal. i contacted goodman many times about this issue. and the service tech's recommended that the unit was faulty from the beginning because goodman has had issue's with evaporator failure.the installer ******'s checked it two to three times, once by *** ****** ******* *** ******* and finally by a tech hired by goodman all season's this year which he found a faulty evaporator. i then was to wait according to goodman to see what goodman was going to do.i never heard back, 3 weeks went by. i called and asked what they could do to help with repair and or replacement which i was put in contact with another rep. again acting like she didn't know what was going on. she stated she would check it out and get back with me. i made sure she was going to call back, another 3 weeks now and have heard nothing. called again and they stated they would call me back in 30 minutes heard nothing again. the unit that was to be heavy duty according to goodman and the salesman for our home and has been failing to cool it every yr since new. we have been through 3 different people at goodman which we were told those people have left or they are out of the office.this unit has a 10 yr warranty on it. we have spent several hundreds of dollars on it already approx. $***. the last tech out said it would cost us around $ ***. to $*** for labor and freon if he tried any type of repair, if he could get goodman to pay for the evaporator. the internet search's reports many many evaporator failure issue's of goodman a/c units. we feel we were sold a faulty unit with goodman knowing about these failures since ****.

Desired Settlement: if the unit can be repaired correctly so to make us happy that would work for us, if not replacement of the unit. we have spent a huge amount of time with tech's and goodman trying work this issue out with no help from goodman.

Business Response:

Dear *** *******:

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,

 

**** *******

******* ** ******** *******

Consumer Response:

[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.]

Better Business Bureau:

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. ******* **** #************

****** * *******
 

Consumer Response:

Better Business Bureau:

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 BBB. i was thinking i was sending the serial/model number and service info requested by BBB to the complaint department.,then i relized i had closed my own complaint .
thanks for your help
****** * *******

Regards,



Business Response:

Dear *** ******* ,

Thank you for contacting Goodman's ******** ******* ********. 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 ******** ******* **** **** 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,

 

**** *******

******* ** ******** *******

 

10/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: *****/Goodman warranties their products, but does so in such a way that they will only provide warranty parts through a third party who charges for the service. There is no way that I can get a warranty part for my air conditioner without paying someone else to deal with Armana and get and install that part for me. A capacitor has failed on my unit, a part that costs as little as $20, yet I have to pay a company nearly a hundred dollars to come out and install this part, which consists of screwing a couple screws and connecting a couple electrical connectors. This is essentially a racket, requiring me to make use of a expensive third party service in order to receive my warranty benefits, which should be free.

Desired Settlement: I would like ***** to provide warranty parts without requiring me to pay someone else to instal it.

Business Response:

*** *******,

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,

 

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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: 9/18/2014 2:26:16 PM
Better Business Bureau:

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 9/16/2014 3:12:34 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,


 

Business Response:

*** *******,

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,

 

**** *******

Manager of Consumer Affairs

10/11/2014 Problems with Product/Service | Complaint Details Unavailable
10/9/2014 Problems with Product/Service | Complaint Details Unavailable
10/4/2014 Problems with Product/Service | Complaint Details Unavailable
9/29/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased unit in ****, the AC went out on ********* *** ****. The service technician said the outside coil was leaking Freon and ordered a replacement since it was under warranty. The repair company has checked several times for delivery of the replacement coil; however, every promised delivery date has come and gone. I am going on 3 weeks in ***** with NO AIR. This company has no system to follow up or even track delivery of parts that are under warranty - unbelievably poor service.

Desired Settlement: GET THE PART TO US SO THAT WE HAVE AN AIR CONDITIONER!!!!!

Business Response:

*** ****,

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  I have spoken to ********, ******* and another gal in your office, still going on 3 weeks without the part that was under warranty - this is unbelievable that you make ***** customers wait this long with no AC!! I have even offered several times to drive from ****** to ******* to pick it up myself.  Furthermore, I'm being told that I will be billed over **** for Freon to be replaced. . . .this was a defective coil leaking Freon and under warranty!!! My technician is **** ***** at ************, he gave me the serial # ***********



 

9/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Evaporator Coil cost to repair is 1500-1800. Unable to replace due to cost and the defective part will simply fail again.

Desired Settlement: I would like Goodman to replace this unit immediately. I have now been without heat and air for 6 months, so my patience is thin after learning this is systemic defect.

Business Response:

Mr. ********,

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,

 

**** ******* 

Consumer Affairs  

###-###-####

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,


The air handler SN is ********** 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,
******** ********* *** **** ********

Business Response:

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

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,



All further communictaions should be directed to the law firm of ****** ******** **** * ****** **** ***** *** **** *********** ** **********

Business Response:

Mr. ********,

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,

**** *******

Manager of Consumer Affairs

9/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had my ac unit installed on 7/29/09. I have had problems with my unit this year and last year. My unit was completely out of Freon last spring. This spring it would NOT cool again!! The service man (which I have full faith in) has to replace the evaporator coil. I should not be paying out ANY money for bad parts!!!! I just got off the phone with Goodman Manufacturing Company and that was a waist of my time!

Desired Settlement: I want refunded for ALL money paid to my service man.

Business Response:

Dear Ms. ********

 

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).

 

If you desire additional assistance, please contact our toll free line at: ***************

 

Thank you,

 

**** ******* 

Consumer Affairs Manager

**************

 

Business Response:

Ms. ********

I left a message with ****** but I will call him again in the am.

Thanks,

 

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not 

 
***** 
I just got off the phone with ***** and he said no one has called him and he has not been paid. My unit is still not fixed. This matter needs to be settled. 

Regards,

***** *******
 

9/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Amana air handler that I purchased on 15OCT2010, and had installed under a complete package of residential HVAC products and services, has failed once again. As diagnosed by the company that designed, installed and services the system, the failure is once again attributed to the blower motor of the HVAC system.Goodman ******* obviously has a product quality problem. The original air handler motor was replaced 29MAY2012, less than two years after installation of the new system, and we have yet another blower motor failure slightly more than two years after the first replacement. Obviously, Goodman is equipping air handlers with defective components. Two failures, of the same critical system component, in less than four years is unconscionable.This engineered HVAC system solution was purchased in 2010 primarily to help alleviate allergy exposure by home occupants. Repeated failure of the air handler is certainly negating the purchase objective. All air quality assurance components operate with a high degree of reliability save for the Amana air handler.Unit serial number ********** applies.

Desired Settlement: I would prefer to have the entire air handler subjected to independent engineering analysis in an effort to determine why repeated motor failure occurs. Furthermore, I desire a replacement fan motor solution that will assure motor failure does not again occur during the projected 10-year life of the system.

Business Response:

Mr. ******

   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.

   In any case, I would find it highly unusual that a blower motor would go out in that time frame, also I am not showing a claim has ever been filed on this unit.  Could you provide me with receipts of the repairs?  I have attached a copy of our warranty system and at the bottom it shows that there has never been a claim filed.  I can help locate an installing company and help get a "tech rep" involved in diagnosing the issue. 

   Also, I am aware that you filed a claim with the BBB and called into Consumer Affairs, therefore we haven't had any time to resolve this matter.  Would you prefer to work through the BBB, or do you want to deal with our department directly?

 

Best Regards,

 

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10118531, and have determined that this proposed action would not resolve my complaint.  

The response offered by Goodman seems a bit convoluted.  I'm uncertain as to who should initiate action ... me, the system installer, the system vendor or the servicing technician.  The roles and responsibilities are unclear.  Lets get an action plan mapped along with specifically identified responsibilities.



Regards,


 

Business Response:

Mr. ******

If you are wanting a Goodman Technical Representative you would need to have your installer initiate the process.  The installer would go to his local distributor and ask to have a technical representative visit the job site.  The Technical Representative would then visit the job site with your installer and they would make a decision on how to solve your issues.

Regards,

**** *******

Manager of Consumer Affairs

9/17/2014 Problems with Product/Service | Complaint Details Unavailable
9/16/2014 Problems with Product/Service | Complaint Details Unavailable
9/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased system advertised as covered for 10 years are being denied warranty coverage. Goodman [Ticket ******] Registration ***********. I began working with them (and was initially helpful) 08/22/2014 - 08/25/2014, by opening the above ticket. We started off trying to find my registered unit. My Developer, and HVAC Installer both reported when purchased and again when I called them prior to this attempt to gain service, that Goodman had 10 year warranty (mine installed about May, 2006) The agent said that between 2005 and 2007 registration was not necessary to get the 10 year warranty. And that I needed to prove I was the home owner, and this it was installed new at my home. The builder and HVAC Owner attest to installing at construction. . It was transferred t another agent. I have all the names, conversations if necessary and dates but won't post here. First She said the website says 60 days after install registration or not covered and said I was not covered, without even trying to look it up. When I mentioned the 2005 – 2007 did not require registrations She said I need to provide documentation that I actually lived there and something proving closing on the property. Then she could register my systems for me. I forwarded the system serials that I looked up and the first page of the closing document signed and dated. She responded that per management that was insufficient, and that they needed the entire document. At my expense I copied the entire 101 page closing doc into 1 PDF file and attached to email It failed because the Goodman email system would not handle the document size At my expense again, I had to re-Copy the entire closing doc in to 6 PDF files and attach to 4 emails to get them to deliver to the requesting agents email.(I have the copies of the communications.. all of them) This was completely unreasonable, and provided no necessary information for a warranty repair claim. She said she would register them, but it would do me no good because they were old systems and the webpage did not apply to them. This was a surprise since when I looked them up they were, but not registered. RE: the above statements saying the web page did apply to older warranties, then saying they would be registered and covered if I deliver the entire closing doc. Neither the web site nor the documents on it make any distinction as to date of manufacture in marketing and warranty claims. In fact they make rather a big deal out of how good the products is, and that the cover it for 10 years as a sign that the extra cost is worth it. These are contradictory statements. The files were emailed 09/03/2014 I gave it a day to get read, processed and discussed before followed up. I made a follow up call on 09/05/2014 She then said that the broken unit was covered to 2016 but the other two were not. They were purchased at exactly the same time as new construction installs. I looked them up again The two she said were not covered now said 5 years, where they previously were 10 years on the web page look up, where the broken unit said 10 years. They appear to have been changed to avoid coverage. It seems awfully odd that only the broken unit was covered from the same install date. I printed the pages. The systems have not been registered as she promised on 09/05/2014 And the 10 year system page I printed and can prove, has now been changed to 5 years as the other two were. I reiterate I have the printed look-up output vs what shows on look up now. This seems to be Fraud , it appears, avoid the cost of covering warranties. And likely a delaying tactic in the summer heat to wear down the complainant to just have it done at their cost. If fraud it is actionable in any state, and perhaps federal since it’s across state lines. It’s also false advertisement to gain business with claims the Mfg. has no intention of fulfilling. I have saved a copy of everything necessary from the web site to be able to for future changes, if need. I’ll keep the date of that copied information to myself for now. It irritates me no end to spend good money, at a premium to avoid just what is occurring now, only to prove it isn't by being lied to or deceived. I have proof it was changed .. do you have proof it was not ? Will you correct your error or stand on your position that I do not, as a customer, deserve what I paid for; or some variant of why you are not obligated to fulfill your promise.

Desired Settlement: The solution is simple, even though the BBB site only allows me to select one solution. I would take either of two. Just make good on your original commitment, and either fix or replace my unit(s) when they break .. as promised. Whether I go further to State or Federal levels to seek remediation is up the Goodman. I am open to further Dialogue, but not with customer service, the principal or someone in authority that can offer and provide solutions w/o the anonymous "management says" in between us.

Business Response:

*** *****,

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 10 years?  Below I am showing that one of the units has 10 years, while the other 2 came with 5 years only with no option for the 10 years.  However, if you are able to product paperwork that shows proof of 10 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.

********** * ******** - 10 year Warranty - Automatic 10 Years (Already Showing 10 years)

********** * ********* - 5 year Warranty - 10 Year Warranty was not an option (Showing 5 years)

********** * ******* - 5 year Warranty - 10 Year Warranty was not an option (Showing 5 years)

Again, the attached warranty copies are showing that 2 of the units came with a 5 year warranty with no option for a 10 year warranty.

Regards,

**** *******

Manager of Consumer Affairs

Business Response:

*** *****,

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,

**** *******

Manager of Consumer Affairs

Consumer Response: [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.]

Better Business Bureau:

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 3 systems and they as you said ..  
Though I believe some compensation or 1 month of summer time w/o and AC is due . 
I will accept your lesser resolution.. 
 
Sincerely 
******* *****



 

9/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a goodman heat pump with 10 year warranty and additional '********' Since its installation they have replaced the reversing valve twice, and various parts. Last night it leaked refrigerant do to the use silver solder instead of welding the joints for R410A. Since *** of this year, with the first BBB COMPLAINT, to get Goodman to work with us on the issue of the thermostat. Finally after no one would, we just purchased a Nest. At a cost of $*** and $*** install. It works. The 'Goodman certified' installer, ***** ******, of ** ********** in ********, no longer answers our calls, and we went on with a more reputable company in the area. (******* ********s) they installed the thermostat in ***, and recharged the system today. (********* ******) The issue today is, we know Goodman has 'known issues and a class action' for its bad coils, and now, ours is leaking, but we don't know where. We need to have the company use a uv test to find the leak. It's been charged (6 pounds) and we paid for that. ******* ********s discovered that, THE GOODMAN CERTIFIED INSTALLER (***** ****** ** **********, who no longer answers his phone) did not use the proper solder for the R410A higher pressure, when installing the unit. And now those joints are leaking. What is covered ? How do we go about it, and what procedure do we take to properly have it repaired under the warranty(s) ? Who do we contact? Should we get an attorney at this point purchased in **** issues since its install? I call the Goodman company and EACH AND EVERY TIME I am met with someone passing the buck. We purchased the heat pump and warranty we expect to be met with kindness and help. But instead its an automatic, that's the installer, that's not us, we don't do this or that. For three years, I've been trying to get some help with this monstrosity and I'm fed up!

Desired Settlement: We have found a company who will get this unit working properly. We want to be refunded for repairs and inspections that we have done, and will need to do, due to a faulty unit, (2 reversing valves and other parts) and improper solder used for the R410a refrigerant. Which is now leaking. There *** be more parts that are not working correctly, and we will want any future parts and repairs covered by the warranties we purchased and that came with this unit. We would like a refund for the originally installed thermostat that did not work with this unit. We want a Goodman mfg Rep to work with our repair company for the known issues of leaks and work with us in a kindly and timely manner so we can have the unit we purchased to work once and for all. It's been NOTHING but trouble since the week it was installed. If the unit can not be repaired we would like to have a new unit or refund the entire purchase. No one should have to struggle for five years to have something work as it should and was promised to.

Business Response:

*** *****,

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 ***************************, or fax it to ************.  I will have the contract processed ASAP.

 

Regards,

 

**** *******

Manager of Consumer Affairs

9/8/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I would like to submit a claim for Goodman Manufacturing. I moved into my current home a couple of months after being built. I first had troubles with my Heating and Cooling unit on 5/20/13. That is a little over three years after moving in. I was told during closing that the unit had a five year warranty. During the first issues I was told that the warranty only covered parts. I first called a 24/7 A/C company to get it running. This costed me $282. After consulting with the original installers, they found that the accumulator and coil were bad. They said they had to replace both parts. I paid $100 for service call, and then $450 for labor to install parts. Then on 4/24/14 the unit quit working again. I consulted the same company that previously installed the parts. They said this time that the compressor was bad and needed replaced. I paid $65 for service charge and then $420 for labor to install compressor. I contacted Goodman about these issues and sent them all the invoices. They said they would send it to the the review board and get back with me. I have not heard anything going on three weeks. Goodman is in the wrong due to a Faulty Product, Poor Customer Service and Service Support.

Desired Settlement: I would like a full refund for all the out of the pocket expenses due to the time I have missed from work and the struggles I have had to deal with to keep the unit running during our hot temperatures. That is a total of $1,317.

Business Response:

Mr. ******

I apologize about the experience you have had with your unit and with my Consumer Affairs Department.  The agent that was working on your case is no longer with the company and we assigning the cases to new agents.  There was never a case made, therefore I did not know about your experiences.  None of this is your concern, but that is a little background information as to why this has lingered around.  I have looked at your case and the warranty on the unit is a parts warranty, labor would not be covered.  However, due to the length your case has been lingering and the lack of service you have recieved, I am willing to pay you the amount of $400 dollars towards the repairs.  This is above and beyond your warranty and this amount is strictly being offered out of Goodfaith.  Please let me know if this offer is acceptable, if it is I will send you a offer letter and we will get the check cut.

 

Regards,

 

**** *******

Consumer of Manager Affairs

Consumer Response: Better Business Bureau:

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: ****** ***** *********************************
Sent: Wednesday, July 16, 2014 7:11 PM
To: drteam
Subject: Claim #********

 

Hey this is ****** ***** of Harvest, Al.  I can be contacted at ***** ********.  I have recently sent in a claim regarding displeasure against Goodman Manufactoring.  I was told that it would be resolved by this company sending me a check for $400.  When I hadnt received anything, I contacted BBB and Goodman said they did not know who I had talked to before but they were still willing to send me a check.  I have yet to receive check or hear anything from them.  I believe I should receive more for what all I have gone through to get my A/C unit running and now all of this.  It is just rediculous how I am being treated.  I am beyond my breaking point. Something needs to be done.

 

Thanks  



Regards,


 

Business Response:

Mr. ******

Again, this contract needs to be signed before it can be processed.  Once you sign and attach the offer letter to your complaint, Goodman Manufacturing will process the refund. 

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.  The $400 dollars that was offered to you is above and beyond what the warranty covers, therefore we would be unable to offer a higher amount.  The contract was never signed and returned, therefore the payment has not been processed.  Please sign and return and then a refund check can be issued.

 

Regards,

  **** *******

Manager of Consumer Affairs

Business Response:

Mr. Rives,

I apolgize that the check hasn't been sent out as fast as you would like, however when you signed the offer letter it clearly stated to allow 4-5 weeks from when the signed letter is recieved for processing.  Again, you did not sign and return the original letter and it had to be sent out again.  The letter has been processed and you will recieved payment in the next week or so. 

 

Regards,

 

**** *******

Manager of Consumer Affairs

9/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have two Goodman units in my home. One heat pump, and one HVAC. There were manufactured in 2005 and installed in 2006. That means they should still be under the 10 year warranty. Both units have had work done for leaking evaporator coils. The HVAC just had a 2nd evaporator coil failure in the last 2 years. I started researching online and found that there is a class action lawsuit against the company for faulty coils. I have tried reaching out to the company but every number I have tried I get no response. I have attempted to utilize the warranty process, however, Goodman does not seem to be honoring that option. I am now out a great deal of money to replace/repair both units in my home.

Desired Settlement: I would like replacement evaporator coils that are not faulty, however, that would have to take place in the next week before I pay to have our technician order new A/C units altogether.The other options would be to reimburse me for the replacements.

Business Response:

Sir,

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.

Again, I apologize about the troubles that you have encountered.  I am not sure as to how you have been unable to reach Goodman Manufacturing, as we operate between the hours of 7-5:30 Central Time.  In order to better assist you I would need the following information:

  • Model Numbers:
  • Serial Numbers:
  • Any and all invoices associated with the repairs that have taken place.

Regards,

**** *******

Manager of Consumer Affairs

9/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a top of the line, Goodman's best air unit that was available at the time and it has been defective since it was purchased. The unit was purchased through ****** ***** in Tullahoma Tn. Since the unit was purchased new the same part has been failing. ***** ***** at ****** ***** ************ has all of the records regarding this matter. I and my wife have personally contacted the Goodman Company several times regarding this issue, more than 3 weeks ago I was told they would replace the defective unit and they have not yet replaced it. I'm sure that if it was their children who had asthma and allergies, and have not had any air in their upstairs rooms for as long as my children have been without it, they would have made sure the unit was replaced a long time ago. My children have been on and off without the unit since it was new, now this is ridiculous that the company said almost a month ago that they would replace the unit and have still not replaced it. You can understand the frustration knowing that the unit never worked right and that no one is doing what they said they would do to make the situation right. The repairman from ****** ***** stated several times that the unit should be under recall because of the poor design and cheap quality of the unit. The same part has been replaced over and over again.

Desired Settlement: I want a brand new, not defective, unit that is comparable to what I have now. I was told that Goodman was going to make this right and I don't think I should have to wait weeks, months, or even years to have this issue resolved. The same part keeps breaking this unit is a lemon and should be under a government recall.

Business Response:

Mr.  ********

Thank you for contacting Goodman Manufacturing.  We regret the difficulties you have experienced. We make every effort to manufacture products of only the highest quality.  As any manufacture will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs.  However, you are communicating that your unit has had multiple failures and problems and would like a unit replacement.  A technical representative would need to authorize a unit replacement, has an agent offered to find a representative to visit your home?  Would you feel comfortable letting us contact your current technician?

Also, could you provide the serial numbers to your unit, as I will need to conduct further research in order to help you.  Again, I apologize about the trouble that you have encountered.

 

Thanks,

 

**** *******

Manager of Consumer Affairs

 

Consumer Response: Better Business Bureau:

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.  
To ****** The inside air handler ser # **********   model # ************
Regards,  from *** *


 

Business Response: Mr. ********

 
I will reach out to ****** ***** and figure out what can be done moving forward.  I will be in contact shortly.
 
Regards,
 
**** *******
Manager of Consumer Affairs

8/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: PURCHASED A 5 TON A/C UNIT THAT HAS DEFECTIVE WELDS AT MOST OF THE COPPER TUBE CONNECTIONS. 6/11/14 A/C QUIT COOLING. CALLED A REPAIRMAN TO FIX IT. HE FOUND LEAK AT BAD WELD SITE. FIXED AND RECHARGED FREON. $380. 6/28/14 QUIT COOLING AGAIN CALLED A REPAIRMAN TO FIX IT. HE FOUND LEAK AT DIFFERENT WELD SITE, FIXED AND RECHRGD $380. 8/5/14 QUIT AGAIN. CALLED GOODMAN MANUFACTURING COMPANY ON PHONE WITH THEM OFF AND ON ALL DAY. HAD REPAIRMAN BACK OUT ANOTHER DIFFERENT LEAK.DID NOT HAVE HIM FIX IT. NOW NO ONE FROM GOODMAN WILL CALL ME BACK. UNIT HAS ONLY BEEN IN STEADY USE SINCE APRIL 2014

Desired Settlement: REPAIR ALL COPPER CONNECTIONS AND REIMBURSE ME FOR THE TWO PREVIOUS REPAIRS AND FREON. THIS IS ALL DUE TO MANUFACTURE DEFECT. OR REFUND

Business Response: *** ******,

 
I reached out to ***** ****** and he said that the problems you have been having with the are fixable.  However, labor and Freon are not covered under the standard warranty.  *** ***** is willing to fix your unit, however he is unable to cover the cost of the labor and Freon.  Again, labor and Freon are not covered under the manufacturer's warranty.  However, given the number of problems that you've encountered, I would be willing to offer you $250.00 dollars towards your repairs.  I have attached a copy of an offer letter, please sign and return for processing.
 
Best Regards,
 
**** *******
Manager of Consumer Affairs

8/20/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My Goodman A/C coil went out on 6-**-2014. I closed on my house 6-**-09. The coil has a 5 year manufacturer warranty. I had it repaired on 6-**-2014 which is 10 days before the warranty expires. I have contacted the manufacturer with no resolve. I need to be reimbursed for my expenses of $1900 for repairs.

Desired Settlement: I need to be reimbursed for my expenses of $1900 for repairs.

Business Response:

Mr. *******,

I apologize about the problems that have occured with your unit.  In order for me to better assist you, I would need the model and serial numbers of your unit.

 

Regards,

 

**** *******

Manager of Consumer Affairs

 

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



  AC model: ***********
 
   Outside unit Serial # : *********3
    Attic unit Serial #: *********1


This was verafied by ***** at Goodman. His phone number is ###-###-####. He did state it was on record under my address at **** ******** **** **** ***** ****** *****.

The unit was installed by **** **** **. Clent is the contact ###-###-####.

******* ***** knows about the problem and said you would take care of it. You can talk to ***** ****** over repairs at ###-###-####.


The coil was replaced with a Goodman Coil.

I did attach the bill of $1900.00 dollars to the initial email.

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,


 

From: ****** ******* [mailto:*******************]
Sent: Tuesday, August **, 2014 11:35 PM
To: drteam
Subject: RE: Complaint ID# ********

 

I need my complaint reopened.

My response:

 

Attic unit model: **********

Attic unit serial#: *********1

 

This was verafied by ***** at Goodman. His phone number is ###-###-####. He did state it was on record under my address at **** ******** **** **** ***** ****** ******

 

The unit was installed by **** **** **. Clent is the contact ###-###-####.

 

******* ***** knows about the problem and said you would take care of it because it had a five year warranty.  You can talk to ***** ****** over repairs at ###-###-####.

 

The coil was replaced with a Goodman Coil.

 

I did attach the bill of $1900.00 dollars to the initial email, closing documents, a picture of the damaged coil, and a picture of the original coil sticker. 

 

 

 

Have A Blessed Day!

****** *******

 

My cell is ###-###-####




Business Response: Mr. *******,

 
 
The reason that the claim was originally rejected was because this information was not readily available to the Goodman employees.  I have reviewed you case and I would be willing to reimburse you $675.00 for the coil.  The warranty you are referring to is a parts only warranty, which does not include labor and Freon.  Therefore, the coil would be the only cost that I could reimburse you for.  Attached is an offer letter that I would need signed before I could start the refund process, please let me know if this is acceptable and we can move forward with payment.
 
Regards,
 
**** *******
Manager of Consumer Affairs

Business Response: Mr. *******,

 
 
I have received the offer letter and I will be submitting the paper work for the refund.  You should have the refund in roughly two weeks.  Can we agree to close the case as Goodman Manufacturing has complied with the warranty terms?  Thank you for your time.
 
Best Regards,
 
**** *******
Manager of Consumer Affairs

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 

The agreement is signed and attached to this response. It has also been mailed to the **** *** ****** *** **** ******** ***. I will be looking forward to the reimbursement of $675.00 agreed upon.

****** *******
**** ******** *** **** ***** *********** *** ************ **** ************





 

8/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My house and my Goodman electric heating/air conditioning unit are less than 5 years old. Both were purchased new in late ****** ****. The unit was installed by a company called ****** ******* *** *** ************. They were called in **** **** because of a concerned smell coming from the heat vents. Nothing was found. In **** ****, the compressor had to be completely replaced and a new crank case installed by ******. I had 3 months of heating bills over $*** each before all was completely fixed. In *** ****, ****** was called again. The unit was low on refrigerant and they vacuumed down the system. In ***** ****, the coil was replaced. In **** ****, ****** went out of business after owner retired with ** years of service. ****** turned over all business to **** *** ******* *** *** ************. **** *** was called in **** **** for no heat. **** *** defrosted cycles and melted build-up on unit. **** *** got authorization from Goodman to become an authorized dealer around this time. In **** ****, I called **** *** because A/C wasn't working. **** *** added refrigerant, conducted leak search and found a leak in the coil again. They quoted me that a coil would run $******** to replace. I found an authorized company, ****** ******* ******* *** ***, to replace it for half the cost. Goodman claims ******* isn't an authorized dealer but ******* has an authorized dealer number and claims to be authorized dealers for ** years. I sent all info and receipts to Goodman in **** **** and was contacted by a customer affairs rep, ****** ******, who can be reached at ext. **** with no help. I have talked to several people at this company over the summer including ****** ******, all of which cannot seem to help me. I've left messages and ask for different departments and do not get called back or get the response that they cannot help me. I've counted at least 30 phone calls this summer alone on this issue and have used so much of my time dealing with this through Goodman this summer.

Desired Settlement: Refund or ReplacementI want Goodman to stand behind their product that has been defective for most of the 5 years that I've had the unit and the house and they have yet to do anything to help me.

Business Response: *** ********,


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 part of your Extended Labor Warranty, you are entitled to have labor repairs covered, as long as you use an authorized Dealer.  However, the dealer that you used is not enrolled in the program, therefore the Extended Labor contract cannot be utilized.  These rules and regulations are expressed in our Terms and Conditions.  If an Authorized Goodcare Dealer is not utilized, then Goodman Manufacturing is not responsible for labor.  I will offer you a Goodwill Gesture of $****** towards repairs, in the future please use a Goodcare Dealer otherwise a special concession will not be made.


Best Regards,


**** *******

Manager of Consumer Affairs

Consumer Response: The reasoning that Goodman gave (that I didn't use an authorized dealer) was the same excuse I got from the letter I received in the mail at the end of **** **** from customer assistant, ****** ******. I called *** ****** with the authorized dealer number that ******* Heating and A/C gave to me over the phone. He said he would look into it. I never heard back from him even though I left multiple messages on his voicemail. I called **** ******* at Goodman because his name is on the letter I received from you so I could question why Goodman keeps saying that ******* isn't authorized, and *** ******* didn't return my call either. Offering me $*** doesn't cover even half of my expenses on a coil that's now been replaced twice in less than 5 years! They need to completely cover all costs, in my opinion. Plus, once again, I've received no clear explanation as to why it's not completely covered and Goodman still remains a company that doesn't put any importance on customer satisfaction or service!

Regards,

****** ********

Business Response: *** ********,

 
The reason the repair is not covered, is because you did not use an authorized Goodcare Dealer.  Any technician can work on the unit, as long as they are certified through your state.  However, the Goodcare Labor program is run through authorized dealers that have set rates arranged with Goodman Manufacturing.  You did not use an authorize dealer, which is why you were charged for the repairs.  Unauthorized dealers are unable to collect labor from Goodman Manufacturing, only authorized dealers can collect labor from Goodman.  Also, you have stated that you contacted ****** ****** with their authorized dealer number, which could not have been a valid number because they are not an authorized dealer.  If they were an authorized dealer, they would have filed for the labor claim at the distributor when they picked up your parts.  Again, in the previous email I attached a copy of the warranty terms, which were not followed, therefore you are not eligible for reimbursement. 
However, if you provide a copy of the receipt of the repairs I will look into reimbursing you. 
 
Regards,
 
**** *******
Manager of Consumer Affairs

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I have attached receipts so that Goodman can reimburse me for costs.

 

****** ********



 

8/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Goodman GKS9 Single Stage, Multi Speed Gas Furnace. The unit has been faulty since installation. The Goodman furnace has a faulty heat exchange and has leaked since it was installed. This has been confirmed by three independent licensed contractors, one of which is a Goodman contract company. My family was not aware of the issue right away because the drip pan for the air conditioning unit was catching the water from the faulty Goodman Gas Furnace. The air conditioner was installed at a later date exposing the leaking Goodman furnace. Once the drip pan was moved to install the air conditioning unit the leak was exposed, subsequently causing significant water damage to my home. The faulty Goodman unit has also put my family at risk of carbon monoxide poising or death. I have tried to get this issue resolved for the last 6 months. Currently I have no heat for my home and Goodman's representative will not call me back.

Desired Settlement: The Goodman Furnace became faulty at or very close to instillation. I can produce supporting documentation from contractors if needed. The unit needs to be replaced or parts need to be replaced at full cost to Goodman including instillation and repair. My home incurred over $1200.00 in water damages due to Goodman's faulty furnace. I can produce documentation from a contractor to support water damage claims.Unit Serial number ***********

Business Response:

Mr. *******

I apologize about the problems that you have had with your Goodman Furnace.  Could you please provide me with any and all documentation that you may have regarding your unit?  Also, could you let me know who you have been dealing with at Goodman, because I am not showing any records that my department has fielded any calls from you.  I will assist you in any matter that I can to help find a solution to the problem, but I will need more documentation to begin the process.

 

Best Regards,

 

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,


  ***** 

 
Thank you for the call and the BBB response, I will contact you this week because neither  response has moved me 
Further towards an appropriate resolution. Thank you **** and BBB for you time. **** if it's ok I'll take contact you via phone.

Business Response:

Mr. *******

Please feel free to reach out to me at any point.  I will be unavailable most of the day Monday, but the rest of the week is wide open.  My phone number is ************, if I do not answer I will return your call.

 

Regards,

 

**** *******

8/12/2014 Problems with Product/Service | Complaint Details Unavailable
8/6/2014 Problems with Product/Service | Complaint Details Unavailable
7/22/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: HVAC coil is leaks R22 Freon; which is known to Goodman for the 2007 & 2008 models. Goodman is not standing behind their product. Goodman also falsely advertises the Warranty as 10-yr but is actually 5-yrs. Goodman changes terms to benefit the company and not consumer. Goodman should have recall for the faulty 2007 & 2008 coils (see internet for numerous cases). Called Consumer Affairs and denied any support.

Desired Settlement: Refund cost of replacement of Goodman's known faulty coil. Service visit $88.00 + part cost $450.00 + labor $400.00 = Total $938.00

Business Response:

Dear ******* ****** ******,

 

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. Per Company Policy ,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 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.

 

Attached is a copy of your unit warranty and registration, the unit had a 5 year warranty that has expired.

 

Following Company Policy Goodman

 

Thank you,

 

 

**** ******* 

Manager of Consumer Affairs  

**************

Consumer Response: Better Business Bureau:

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.  

1)       Goodman/Aman know the coils in 2007/2008 models are defect; due to the numerous failures and Goodman/Aman is reaping the benefit from replacement parts having to be purchased.  A quick internet search reflects the problems with the coil and should be recalled.

2)       Goodman/Aman has provided no explanation to why so many coils are failing?  The Company does not stand behind the products it builds or sells.  And the products have limited 5-yr life span.

3)       Advertised 10-yr warranty while should be 5-yr warranty with option for additional 5-yrs. Additionally, after reviewing the information provided there is only one way to extend the warrant “online”, so the warranty was tailored to the rich by only provided limited access to receive an extended warranty for people having internet.  There is nothing about mailing or calling.  Nor did Goodman/Aman follow up with consumer to let them know of options.

4)        Goodman/****** rating should be changed to F due to the above reasons.


Regards,


 

Business Response:

Mr. *******

Again, I apologize that you do not like Goodman Manufacturing's policy regarding our warranty.  However, the Standard Parts Warranty is a 5 year parts warranty, but if the unit is registered then the unit receives the 10 Year Registered Coverage.  While I understand you may be frustrated that you didn't register your unit, I am unable to alter company policy.  Below, I will address your concerns one by one.

1.)       Goodman has never sold defective products.  You accuse Goodman Manufacturing of "profiting" from replacement parts, however replacement parts are provided by Goodman Manufacturing as part of the warranty.  Goodman Manufacturing does not charge anyone for the part; moreover we supply the parts directly.  There is no financial benefit to Goodman for products that need to be warrantied. 

2.)       Goodman Manufacturing has not provided any information on coil failures, because failures are handled on a case by case basis and there are not issues with the coils.  There are many different applications in which units can be used and it would be impossible to provide an accurate answer as to why your coil failed.  For this reason, Goodman Manufacturing supplies a parts warranty to cover the parts that may no longer work.

3.)       The statements made in regards to the warranty are inaccurate.  The unit comes with a 5 year warranty, unless it is registered, then it gets the registered 10 year coverage.  The installer should have given you the paperwork that is shipped with the unit, which clearly states that the units need to be registered.  Goodman Manufacturing does not sell the products directly to the public; therefore it is the homeowner’s responsibility to make sure that their units are registered.  In the case that the units are not registered, Goodman Manufacturing provides a standard 5 year warranty regardless of registration.  The units could be registered on-line, by telephone, or by mailing in the warranty card that is shipped with the unit, therefore Goodman Manufacturing supplies three separate ways to get the registered 10 year coverage.  In no way does Goodman Manufacturing cater to the “rich”, in fact we pride ourselves on making products of the highest quality at affordable prices. 

4.)       Mr. ****** I apologize that you are not happy with Goodman Manufacturing’s policies, but we cannot alter the policy for some customers, but not others.  The fact is that your unit was not registered; therefore your unit had the 5 year parts warranty.  Our company is acting on policy and not opinion, which I understand can be frustrating.  However, our rating with customers is based on our ability to fundamentally solve customer issues that can be solved.  In this matter, our hands are tied because company policy was not followed.

I apologize that I will be unable to cover the amount that you are disputing, but company policy is applicable to your situation.

Have a great day,

**** *******

Manager of Consumer Affairs

7/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: bought heat and air unit. it has broke down twice in one year.do to defective parts the company said that was our problem. they will not stand behind there product.it will cost me 665 dollors for repaires I have to pay for defective parts and labor and Freon.i have contacted twice

Desired Settlement: to fix defective air unit or replace it

Business Response:

Mr. *******

 

I apologize but, I am not showing that the unit is registered in your name.  Per company policy, I am unable to discuss unit information with anyone but the unit owner, as well as the repairman.  Please let me know if there is something that I am missing, but otherwise I am unable to discuss the issues you have mentioned.  Please let me know and we can work to find an acceptable solution.

 

Regards,

 

**** *******

Manager of Consumer Affairs

7/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Goodman 5 Ton Heat pump on April 14 2008. Model # *********** Serial# **********. The unit was installed with a new indoor coil and line set by Classic Heating and Cooling Inc. This unit has had 4 major failures (one compressor and 3 reversing valves) in less than six years of service. During this time period the unit has been unusable for a time period of roughly 1.5 years awaiting responses from Goodman on warranty part replacements. The compressor in this unit failed in March 2010 and was replaced under warranty after several months waiting for Goodman rep (***** ******) to confirm they would provide the part at no charge. Labor and Freon were not covered by Goodman but were provided free of charge by Classic Heating and Cooling. The reversing valve in this unit failed in May 2012 due to a bad weld and was replaced at no charge, but again a long delay of 3+ months passed before the Goodman rep would confirm that they would provide the replacement reversing valve. Again labor and Freon were not covered by Goodman but were provided free of charge by Classic Heating and Cooling. The reversing valve failed again in December 2012. Reversing valve was replaced by Classic Heating and Cooling in June 2013. I paid for the reversing valve and Freon cost while Classic Heating and Cooling provided the labor at no charge. The reversing valve failed again in February 2014. The unit is currently not usable again. Repeated attempts have been made by Classic Heating and Cooling to bring the local Goodman rep ***** on site to review the unit/install, but their efforts have proved futile. I filed a case on Goodman's Consumer Affairs web site in June 2012 but never got a response from the company. The lack of response to customers seems to be the common theme for this company, from service rep to consumer affairs. We bought this unit based on Goodman's claim of "Legendary performance, quality, and affordability", which definitely has not been the case with this unit. This unit has had an unacceptably high number of failures and the amount of downtime waiting for a response from Goodman has been ridiculous. I am tired of throwing parts and money at this defective unit. The amount of time the entire system/unit has sat with no Freon in the system due to the repeated part failures gives me zero confidence the unit will ever operate for any extended amount of time after repair. My family has gone roughly 1.5 years without heat in the winter and air conditioning in the summer due to the lack of response from this company. I think we have suffered enough hardship due to this defection unit. Goodman needs to stand behind their product quality claims once and for all and replace the entire heat pump at no cost.

Desired Settlement: Replace entire Heat pump

Business Response:

Mr. ********

I sincerely apologize about the troubles that you have endured with your unit.  I also apologize that you feel that Goodman Manufacturing has not been responsive to your concerns, as there is no excuse as to why Goodman would not respond to your email.  However, there has been no attempt to contact us during a two year window, so it would be hard for us to address any issues.  Also, I need to let you know that ***** ****** is not a Goodman Manufacturing employee, unless that is just his nickname.  Moving forward, I can assist in locating a local Tech Rep to assist with your unit.     

Next,  could you provide me with any invoices that you may have regarding the repairs that you have mentioned?  I am only showing that there was ever one repair on this unit, which would be the compressor.  I am not denying your claims, but I would need to see proof of payment that way I can better analyze your case.  I have attached a copy of the claim information that I have on your unit.  It shows that there was only one claim, again that was the compressor.  The amount of repairs that you have endured is very serious and I am willing to review your case, but I would need more information.

Please provide:

  • Copies of Invoices
  • Number of Service Calls
  • Any other information that maybe relevant to your case

I look forward to assisting you in this matter.

 

Sincerely,

 

**** *******

Manager of Consumer Affairs

7/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased, and had installed, an AMANA heat pump, serial# **********, in March of 2010. Since that time it has failed and sat, waiting for parts, 3 times. The last service call, while still covered by warranty, cost me over $600.00.Its dead at the moment, and needs a new compressor. The serviceman is not having any success at getting one promptly. The unit quit June 29, and he has been getting a run around ever since.I've called Goodman Customer "Service", sent them an email, and had numerous conversations with the service man, to no avail. This morning (7/2) I told him to forget it, I'll scrap the unit & buy another brand. This thing cost over $12,000.00 installed, and was supposed to be highly reliable. I want my money back! It's junk!

Desired Settlement: Refund installation costs. I'll even agree to absorb all the service call costs. A Carrier dealer should be here this afternoon to carry it off to the scrap pile.

Business Response:

Dear Sir:

We received your request for compensation for a replacement of an ***** model with a Carrier unit.

********* 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.

Should problems occur, we offer a Limited Parts Warranty.  Replacement parts obtained from authorized distributors are new and the functional equivalent of the original part.  Therefore, proper replacement of our warranty part makes the replacement of the unit unnecessary.  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.  If a unit is repairable we have to repair the unit. 

As we supply the parts to the Distributor's, it is up to the Dealer to request expedited shipping.  I apologize that you have had to wait for parts, but if the Distributor does not have the parts in stock then they would need to order the parts.  ***** is unable to control what parts are available in the field.

Unfortunately, we will be unable to refund you for the cost of the repairs; per company policy you have a part warranty.  Goodman Manufacturing only covers Goodman Manufacturing products and would be unable to refund for the purchase of a new unit.

Sincerely,

**** *******

Manager Consumer Affairs

 

Consumer Response:

Better Business Bureau:

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.  

[Provide details of why you are not satisfied with this resolution.]

Regards,

The unit has been out of service since 6/29, as stated in the original complaint.  I called you customer "Service" phone to complain about getting the needed part.  She gave me a reference number of ******, and said she would contact the servicing company to get additional details.  Never heard anything further.

The unit has been removed, and  is in the process of being replaced with a Carrier A/C.  You unit has been too unreliable to live with.


 

Business Response:

Mr. ********

I understand that you have been frustrated that you distributor did not have the parts in inventory, but we cannot control what parts are inventoried at our independent distributors.  There will not be much that I can help with, since you no longer have a Goodman product.  In the interest of Good Faith, I will offer you $400 dollars for the cost of the replacement part.  Attached is a copy of the offer letter, please sign and attach for processing.

 

Best, Regards,

**** *******

Manager of Consumer Affairs

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Goodman Evaporator Coil for the Air Conditioner was replace 7/6/13 of last year due to a leak. The Coil was out of warranty when it was replaced and the new Coil was purchased. On 7/3/14 The Contractor that replaced the coil was contacted due to the system not Cooling. Upon investigation it was discovered that the new Coil is leaking in the same manner as the old one. The Coil is under warranty but the labor and material is not covered. We feel that the Manufacturer has a problem with these coils and is saddling the customer with the repair costs. The Coil made it one year and has failed gain. We would like for the manufacturer to cover the labor and refrigerant costs as we should not have to be responsible for defective product that has identical back to back failures. The manufacturer should be accountable for their products. Part InformationGoodmanModel: *******************************

Desired Settlement: Total repair including replacement of the defective part and repair costs.

Business Response:

Dear Mr. ********

 

Thank you for contacting Goodman/******* Consumer Affairs Division.

 

The Serial number to your unit is not showing in the email.  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).  Also, could you please attach all relevant receipts to your unit.

 

If you desire additional assistance, please contact our toll free line at: ***************

 

Thank you,

 

**** ******* 

Consumer Affairs  

**************

 

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  



 

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The heat pump ********* Serial# ********** installed 10/17/2009 and quit working after only for years - 03/08/2014. Today is 05/18/2014 and it is still not working. Major compressor blowout caused acid to enter the unit's system and damaging many other parts (COMPRESSOR,REV.VALVE,COMPENSATOR,FILTER-DRIER,FLOWRATOR,CAPACITOR,OUTDOOR COIL,DEFROST CONTROLS,AND PROBABLY SOME OTHER PARTS). The authorized service technician said because of all parts involved the unit is beyond repair. Goodman's distributor (Johnston Supply's) representative (*****) did not recommend replacing parts as they might brake again because of this acid in the unit's system, so he recommended replacing the entire unit. He tried to sell me another Goodman heat pump at the invoice price claiming that there were other similar cases where compressor and other parts were replaced and the unit failed again(compressor blowout). I do not think I should be buying new heat pump every 4 years so I contacted Goodman - Ticket ****************** asking for the unit replacement. After this Goodman's distributor sent a technician (**** from Omaha) who determined that all above mentioned parts should be replaced. Since this involves disassembling the unit and extensive labor for which I should pay I contacted Goodman again Ticket ****** *********** asking for the unit replacement or to cover labor cost, as one defective part caused domino effect and damaged all other parts. As I did not hear from Goodman's distributor when all those parts will be available, nor from service when the repair would be completed I called Goodman again 05/15 and they said they are trying to contact the distributor, so I provided both, distributor's and service's phone numbers. 05/16/2014 called again to follow up - representative said she talked with the distributor and approved the unit replacement claiming she informed me and service should come to do it. However, she lost her notes, so she has to call them again. She promised to call me back, but she did not.

Desired Settlement: Replace the unit, indoor coil, and refrigerant lines to prevent further damage from the acid in the system. Cover at least 50 % of the labor cost for this.

Business Response:

Mr. **********

I want to apologize for all trouble that you have encountered with your unit.  While I do understand your frustration, there is a company policy that must be followed in these cases.  After further review, it has been determined that the parts warranty will be applied and the unit will not be replaced.  This is coming from the Technical Representative for the Distributor, who has examined the unit.  Per Company Policy, Field Tech Representatives are responsible for making educated decisions on how to handle non-functioning units.  Moving forward, per Company Policy- you can contact the Dealer you have been using and have the parts covered under warranty.

Please feel free to contract Consumer Affairs with any concerns you may have.

 

**** *******

Manager of Consumer Affairs

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10054741, and have determined that this proposed action would not resolve my complaint.  

I will let you know if you ofer is acceptable after consulting with my attorney.

Regards,


  ***** *********

Business Response:

Mr. **********

Please remember that you have 15 business days to respond to the offer letter.  If a response is not given within that time frame, then the offer is not valid.  Goodman Manufacturing followed company policy by providing a Technical Resresentative, who determined that it was best to repair the unit and not issue a unit replacement.  You decided to purchase a new unit, which has nothing to do with a Goodman Unit.  The offer of $500 dollars still stands.

Regards,

 

**** *******

6/17/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service
6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Goodman heat pump 5 years ago. In that short amount of time, major parts have failed with repair costs reaching almost $3000. In addition to repair costs, we have incurred an increase in electricity bills due to the unit's inefficiencies, costs for space heaters, fan, portable air conditioners that had to be purchased while we waited for repairs. Aside from repair costs, freon has leaked from the unit EVERY time a part failed which is a hazard to our health and our environment! We contacted Goodman Consumer Affairs about our concerns that something was terribly wrong with our unit. Their only response was that we should have purchase the labor warranty. The replacement parts were covered under warranty. And if we had the purchased the labor warranty, then that cost would have also been covered. However, approximately $1600 of the repair costs have been associated with the freon / refrigerant that leaked when the Goodman parts failed. Goodman is not concerned about this poorly manufactured product or the fact that the freon has completely leaked out of this unit at least 5 times in the past 5 years. They never offered to have someone inspect it or evaluate it. Our HVAC technician agreed that he has never seen a product with so many issues in such a short period of time. *May 2009: purchased Goodman heating and air conditioning unit *Winter 2009 & 2010: problems with heat strips and performance. No charge from service tech. *February 2012: evaporator coil failed. Repair: $640 *May 2012: suction ring valve leak. Repair: $120 *August 2013: condenser coil failed. Repair: $935 *May 2014: accumulator failed. Repair: $965

Desired Settlement: We failed to purchase the labor warranty as recommended by Goodman. For that reason, I am not requesting a reimbursement on labor costs. However, aside from labor, we have incurred charges in excess of $2000 mainly for freon, but also by service fees and shipping. Because of the poor quality and performance of this unit within a 5 year period, I would like to be reimbursed for that cost.

Business Response:

Mrs. ***********

 

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.

In order to better assist you, could you please provide me with the serial number/numbers of the unit?  These are individualized to your specific unit and this will be needed in order for me to assist further.  Also, can you please provide copies of any and all receipts associated with your unit.

 

Regards,

 

 

**** *******

Manager of Consumer Affairs

5/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased Goodman HVAC unit in June 2010 with lifetime compressor warranty and 10 year other parts warranty. Since March of this year service company has been out 9 times. Unit is still not working. Compressor has gone out twice. Coils have failed twice. Service company advises they cannot get it to function and Goodman needs to replace entire unit. Researching BBB complaints a looking at the number of class action lawsuits it is obvious Goodman knows they have a problem with units they sold in the time frame I purchased mine.

Desired Settlement: Option 1: Replace unit immediatelyOption 2: Refund cost of unit and service repair costs

Business Response:

Dear Mr. *****,

 

I apologize about the problems that you have encountered with your unit.  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).  Also, I am not showing any attachment for invoices.  Could you please reattach them, or email me at ****************************   

If you desire additional assistance, please contact our toll free line at: 1-877-254-4729.

 

Thank you,

 

**** ******* 

Consumer Affairs  

Consumer Affairs Manager

1-877-254-4729

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

Thank you for your resposne.  I look forward to your update today.  I too have emails from the service company stating that they could not call directly to the technical rep (I have no desire to talk to the tech rep but I feel your GoodCare service company should be able to without having to leave messages at consumer affairs and waiting on a call back).  It should not be this difficult to have a warranty covered unit checked out.

 


Regards,


 

Business Response:

Mr. ******

I agree that it shouldn't be this hard to get a Technician involved in the case.  It is my understanding that a Goodman Tech Manager will be coming to your home tomorrow for a site visit.  Please update me on any information that I might not know about.

 

Regards,

 

**** *******

Manager of Consumer Affairs

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am so livid at this point. We have been living with a non-functioning HVAC unit for almost 6 months! I just got off the phone with ******* ****** at Goodman/Amana Consumer Affairs. This unit has been under constant repair every month. Within days of each repair, the unit is broken once again. We always hear an excuse of why it will be properly repaired this next time. It never is properly repaired and it ends up costing us hundreds of dollars each time. They charged us $750 for freon last month. Two months before that, it was $600. I feel we are being raped time and time again. The unit is never repaired. It always fails. No one is willing to follow through to the end and make things right. I've gone from patience, frustration, anger and now despair. We are on our own in this. No one from Goodman/Amana or representing Goodman/Amana cares. We bought a 10 year parts and labor warranty. We bought every warranty offered so that we would not have to deal with a situation like this. I've never heard of such poor customer service and disregard. We always hear that the unit is repairable. Of course it is. It's been repaired time and time again. How about a unit that does not need constant repair? How about a unit that just simply works? Apparently that is too much to ask for.Is there no regulation or moral code of conduct in the HVAC industry? If so we haven't seen it in our dealings with *********************

Desired Settlement: In addition to a replacement unit. I would like to be reimbursed for the money we have spent on freon. Had the unit not failed because of a broken part, we would not have had to put freon in the unit. Twice. Within months.Not getting reimburssd is just salt in the wound. Goodman is basically saying that it is okay for our agents to steal from these customers even though, according to the warrant,y they should not have to pay because the leak was caused by a failed part.

Business Response:

Mr. *****

I apologize about the trouble that you have encountered with your unit.  It is my understanding that you have been working with ******* ****** in my department. 

It was recommended by a product specialist that we change the reversing valve tube assembly.  He feels that replacing the reversing valve tube assembly will clean up all of the saudering that has been done to the unit.  I am under the impression that this case has been resolved outside of the BBB.  Let me know if there is anything else I can assist you with.

Best Regards,

**** *******

Manager of Consumer Affairs

************

Business Response:

Mr. *****

Again, I apologize about the problems that have occured with your unit.  It is my understanding that Goodman has paid to have a Tech Rep visit your home and fix the repairs.  It was recommended that the TXV assembly be replaced to cover any/all repairs to the TXV valve.  ******* ****** has stated that the case has been solved and your unit is functioning properly.  If that is the case, could we please get this resolved with the BBB. If the unit has not been fixed, please let me know and we will work to find a solution.  Have a great weekend.

 

Best Regards,

 

**** *******

Manager of Consumer Affairs

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* 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.



 

5/12/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In April 2009 I orders a Goodman Heat Pump from Ingram's Water & Air for my home. The unit was advertised as having a 10 year warranty which helped me make my purchase decision. When I received the unit, I looked through all the paperwork and the warranty stated that the 10 year warranty only applies if the product is registered online via their internet site within 60 days of installation. Therefore, I went to their web site and registered the product and stated (which in my opinion should not be a requirement for an advertised warranty). Today I had issues with my unit and went online to find a repairman and their site indicated that my system had not been registered and ask me to register it again, which I did. It then said I only had a 5 year warranty so I contacted Goodman and was told that if I couldn't prove I had registered the unit that I do not have a 10 year warranty due to me not registering the unit online within the 60 days post installation period. This is wrong, since I did register it and it is advertised as a 10 year warranty! It makes me extremely to conduct further business with a company going to great lengths to avoid standing behind their warranty's, especially on a high ticket item. Model #: ************ Serial #: ************

Desired Settlement: Honor their warranty as advertised - "10 year parts limited warranty". The following is directly from Goodman's Web Site: "****** Packaged Heat Pumps 13 SEER Performance R-410A Chlorine-Free Refrigerant Outstanding Warranty Protection The ****** packaged heat pumps are covered by a 10-Year Parts Limited Warranty on all functional parts. These Packaged Heat Pumps provide energy-efficient heating and cooling performance in one self-contained unit and are suitable for ground-level or rooftop.

Business Response:

Mr. ******

I apologize that you are unhappy that your unit had not been registered, but I have checked all our systems and show no records of product registration.  Product registration is widely used throughout the whole HVAC industry, which helps us better track our products.  If you can provide proof that the unit was registered, than I would be more than happy to make that registration change for you.  However, with the way it stands I am unable to do so, per our Legal Department.  It would be unfair of us to register some customers products and not other customers.  However, you were still given the standard warranty of 5 years, which is the basic warranty with all the units.  Also, Goodman does not sale products on-line, the purchased of unit would have been through an unauthorized dealer.  I would still honor you warranty, providing you can provide proof that a certified HVAC tech installed the unit.  There are many issues that could happen during installation and the proof that it was installed according to State Regulations is important to the proper function of the unit.

Attached is the Copy of the Warranty that would have came along with the unit that shows the unit had to be registered within 60 days.  Otherwise, the unit reverts to the standard 5 year warranty.  If you have any further quiestions please feel free to call me.

 

**** *******

Consumer Affairs Manager

************

Consumer Response: It's obvious that Goodman does not want to provide the warranty as advertised or listed in their documentation, they are simply avoiding backing their warranty and will obviously do everything they can to talk their way out of providing their warranty. I can see that this issue will never be resolved by dealing with Goodman/******

Business Response:

Mr. ******

Again, I apologize that you do not find our company policy satisfactory in regards to your unit.  Company Policy states the unit has to be registered within 60 days of install.  Also, Company Policy states that the installing contractor must install the unit in order to recieve a warranty, if purchased on-line.  I have been in contact with Ingram's and they confirmed that they did not install your unit, therefore this unit is not eligable for any warranty.  However, I have authorized the 5 year warranty and even changed the start date to 08/10/2014.  I am unable to help you beyond this.  I do apologize that Company Policy does not meet your satisfaction, but these are guidlines that must be followed with every on-line purchase.

Best Regards,

 

**** *******

Consumer Affairs Manager

5/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: East Coast refused to honor warranty for heat pump system. Claimed it was never entered in the warranty system and thus not valid New Goodman heat pump installed in 2007 with 10 year Factory parts warranty. Heat pump stopped working in Jan 2014. Company who installed it was no longer in business. Called new contractor (Ellenburg HVAC - ****** ************) to come look at system. They determined the compressor and condensor were faulty. As the Goodman factory rep for the Upstate, East Coast was contacted for warranty parts. East Coast rep informed Ellenburg that the system had never been entered in the system and therefore was not eligible for warranty. Upon learning of this, I asked the contractor to contact East Coast again and confirm the warranty was never entered. Again we were told it had not been. faced with spending $3000 (parts & Labor)to repair a 6 year old system or $3800 for new system - I reluctantly had my contractor install a new system. Late February I was able to contact the original contractor and inquire about the warranty submission. He assured me it had been submitted and subsequently produced a written copy of the warranty submission from June 25 2007. I forwarded this to Ellenburg who took this information to East Coast. Manager **** ***** told them that the employee who ran the warranty had been terminated and was not available to question. After multiple conversation over a weeks period, they gave up and turned it over to me. I called **** and he claimed he didn't know anything about my issue. He had just hung up with my contractor 15 minutes earlier - this was an obvious lie and attempt to stall. He asked me to email or fax the warranty forms so he could research the issue. I emailed them immediately. After we hung up he called my contractor angry that they had given me his contact information. He then asked them to call me and find out how much I wanted to "make this go away". They told him the same thing I had already told him ($2300). He asked them to inquire if I would accept a smaller amount - I said "No". **** suggested that he give $2300 worth of parts to Ellnburg and then have them write me a check. They were not comfortable doing this (rightfully so) as this was just an attempt by **** to cover it up. Over a period of a month and nearly a dozens emails & phone calls, we came to no resolution. Eventually **** resulted to childish games - having my calls get mysteriously dropped repeatedly after I was placed on hold. I will be happy to provide additional information as necessary.

Desired Settlement: Paid $3800 for new heat pump. Had warranty been properly applied for parts, I would have only been responsible for labor ($1500) 3800 -1500 _______ $2300 requested

Business Response:

Mr. *********

I apologize about the troubles you have been having with the unit and the warranty.  I am unsure as to why a complaint was filed with the BBB, when nothing in your message has expressed anything to do with Goodman.  I would like to help out in this situation, but I would need the following information:

Serial Numbers:

Model numbers:

 

Thank you,

 

**** *******

Manager of Consumer Affairs

5/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased a goodman central air conditioner & furnace on 06/07/2008. i have had to replace the freon in it every year since. i have had at least three technicians plus the installer work on it doing mostly nothing but adding freon. i now find out that they knowingly sold these air cond. units with a defective coil. there apparently is a class action suite against them in many different states. i payed almost $6000.00 for the air cond. and the furnace at the time. i've also had to put in freon costing another almost $500.00. i'm retired now and really can't afford another central air cond. but i can't be without an air cond. unit either. i'm in the process of replacing the air cond.(borrowing the money). i've tried calling goodman more than several times since 2008 but with no success. i'm just told they can't do anything and to call a technician. well i've done this. i tried calling them again just yesterday and was conveniently discounted after about 10 minutes. now what ?

Desired Settlement: as i do not want to do business with this company again i would like a refund.

Business Response:

Mr. ******

I apologize about the trouble that you have had with your unit. ******* did not and does not sell faulty equipment.  We take pride in producing equipment of the highest quality.  In order for me to better assist you, I would need the following:

 

Model #

Serial #

Installing contractors name

Copy of all your invoices

 

I look forward to assisting you with your issue.

Regards,

 

**** *******

Manager of Consumer Affairs

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

***** *****


 

 model # ***********

serial # **********

name of installer:  G.A.S. HVAC Inc.   **** ***** **** ********** ****                   **** ********** ****** ***** * **************** *****                          **************** ***** ***** * ************ **** ************ * ************ *  *** * ************

e-mail   ***************

Where do i fax the invoices to you  FAX # ????

also as i stated i my letter to the BBC it is starting  to get hot now and i can't be without an air cond. i am having a new unit installed today so fixing my old goodman is a lost cause. and as your customer service is non existent and stinks i wouldn't want another goodman. i've been trying to have something about this since  2nd year of installation all i heard from your customer service is that i should call a tech. well besides the installer i've had at least three other techs. look at it just replace the freon. it's cost me at close to $500.00 for freon. i wasn't about to pay for more freon again this year. so with no help from your company i am getting a knew central air installed today.  and it's not another goodman. as i am on retirement and can't really afford the extra expense (but can't be without air) i had to borrow the money.

+

5/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have written warranty stating that I have five years parts and labor warranty. Goodman's home office has repeatedly told their local authorized service agent and parts distributor that I had parts only. This caused me to twice pay labor charges that I should not have been billed. Only after being pressured does Goodman honor a claim. When I called Goodman's customer service department to complain about this, they were rude and not helpful. I have three of the Goodman model ******** heat pumps at my home. Two of them have failed repeatedly within five years. Both compressors have been replaced. BOTH EVAPORATOR COILS HAVE BEEN REPLACED. fAN MOTOR REPLACED. Very poor quality. Unit repaired last week not working again.

Desired Settlement: Extended warranty and reimbursement of labor charges they did not pay.

Business Response:

Mr. **********

I apologize about the troubles you have had with your unit and the customer service.  In order for me to better assist you, could you please provide me the model and serial numbers of your units?  Also, could you please send any and all reciepts that you have paid for to ****************************  I am not showing an attachment on my side of the BBB email.  I will be able to review these documents and better assist you.  Thank you for you patience.

Best Regards,

**** *******

Manager of Consumer Affairs

5/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought unit in 2011 have had problems with it ever since. problems with electronics have had this problem around the same time every year since I had the unit installed

Desired Settlement: BBB status stripped and to have an engineer come with the business to install a totally new unit and to make sure the unit is installed correctly and to have partial amount of what I spent to have this unit refunded

Business Response:

Mr. *********

 

 

I am sorry about the trouble that you've experience with your unit.  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).

 

If you desire additional assistance, please contact our toll free line at: 1-877-254-4729.

 

Thank you,

 

**** ******* 

Consumer Affairs  

**************

5/1/2014 Problems with Product/Service | Complaint Details Unavailable
4/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a goodman hear pump with ten year warranty on April 24,2009 the company states we have a 5 year warranty. The installer says we have a ten year warranty. The heat pump has never worked correctly since the 2009, he has had to come several times to repair it, it's fill not correct and now goodman states we have no warranty. The heat pump does not work correctly leaving us to use it in em heat which is very costly. Many attempts have been made to correct the issue but its still not working. The complaint is for both the warranty issue and the heat pump not working without em heat all the time.

Desired Settlement: We have documentation (proposal signed contract) that shows we paid for a ten year warranty. We want Goodman to fix whatever is wrong on their end, and communicate with their certified installer to correct this issue. We would like this heat pump to work as stated and not in a constant state of me heat. We don't want anymore excuses, we want a correctly working unit. It's had several parts replaced since it was installed. We need the warranty corrected because its nothing but parts and labor

Business Response:

Ms. ******

I sincerely apologize about the difficulties that you have encountered with your unit.  This is the first that I have heard about your case, but I can assure you that I will do everything I can moving forward to help with your issues. 

First, I do see that you have a Compcare warranty.  I apologize that my employee didn't to the required research to see the posted warranty.  This warranty is an extended warranty, which covers Compressor repairs up to $800 dollars.  This type of warranty is on a reimbursement basis.  If you have not been paid on this claim, I would need the following:  A copy of the reciept, the serial number of the unit, the serial number of the old compressor, and the serial number of the new compressor.  Once I recieve this I will forward to the warranty department for payment processing. 

Next,  could you please forward me the contact information of your current Tech. I would like to talk with him and see what has been done to troubleshoot the unit, then we can move forward with getting a product specialist involved if need be.  Again, I apologize about the problems you've encountered, but I can assure you that I will help find a solution to your problems.

Please feel free to contact me at *************

Regards,

**** *******

Manager of Consumer Affairs

3/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Goodman product on June 25, 2013 and got it installed on July 3. Since that date, I got a lot of problems with the unit and it still does not work properly and not as mentioned in the goodman brochure. My unit infos are: *********** SPLIT TYPE ROOM AIR CONDITIONER AND HEAT PUMP MODEL. Serial Number: *********** 1) The unit broke two times since the installation and water fall on the floor of my new builded home.2) After many visits of the contractor and two visits of the goodman technician, the unit can't cool my home during the summer (even the rooms that are close to the inside unit). Moreover, the unit can't product enough heating to heat the rooms that are close to the inside unit. Even, if I heat the remaining rooms of my home with conventional electricity.3) The unit give heat for only 2 min and after it sends only ambient air (even if the temperature close to the unit is well below the asking temperature). I heat my home with electricity and with this unit I was suppose to be able to heat the rooms of my second floor and my bathroom, which is not the case.4) The unit do a lot of noise inside, that became worst with the time. 5) As per the goodman technician, the unit can't operate when the temperature is below 0 degree celsius outside. Otherwise, there is a risk that the unit will broke. However, in the goodman brochure that I got when I purchased the product, the unit was supposed to be able to operate when the temperature outside is above -15 to -20 degree Celsius. I'm living in a country where the temperature is often between 0 and -15 during winter. I bought this unit to be able to save money on my heating, but I'm not even able to use the unit during the winter. 5)The Goodman technician added gas during one visit and a few months after he subtracted gas from the unit. Due to this manipulation from the goodman technician, I'm not sure now that the gas pressures are okay and the contractor don't want to endorse his warranty due to this manipulation.

Desired Settlement: Currently, I find my self with a product that cost me over $2000 and that give the performance similar to a window air conditioning and a small electric heater. I want to have a replacement product that will work and meet the goodman brochure that I was given when I bought the product or get a refund of the $2,063.55 that I paid for that unit.

Business Response:

We apologize that you have not found our response to your problem satisfactory.  However, it does appear that the problem is not with the unit itself, but with the application in which the unit is being used.  Multiple techs have been out to the property and have stated that the expectations of the unit are unrealistic.  The Unit is functioning properly to the unit specifications, but the intended heating area is outside those specifications.   The dealer who provided this information was not accurate, because the application of the Mini-Split Heat Pump is not to heat a whole house, but rather a small area.  These findings are supported by the following Tech Reps: ***** ********: 2/19/2014; ***** *****: 2/19/2014 

We have stated that the issues facing Mr. ******** are issues concerning the company that sold him the product.  Our product is in working order, but the end use of the product doesn't match the intended use.  The product will never meet the consumer demands, because the product was not made to provide heat/cool air throughout the house.  Mr. ******** would need to contact the seller of the unit and contest that he sold them a product that would never meet his expectations.  We are lead to believe these statements are true, because these are the findings of multiple trained professionals.     

If you have further questions or comments, please feel free to contact Consumer Affairs at ***************

Best regards,

**** *******

Manager, Consumer Affairs

Business Response:

Mr. *********

Goodman is a manufacturer of HVAC appliances, we do not install products, nor do we train technicians to install products.  Goodman sells its products to licensed distribution centers, in turn they sell the products to local installation companies.  It is the responsibility of the installer to ensure that they are properly trained.  Goodman can only ensure we sell products to trained and knowledgeable distributors.  Again, we stand by the techincians findings that they unit is functioning properly, the expectation of the unit is unrealistic.  This is an issue that needs to be addressed with the installer.

Regards,

 

**** *******   

Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

******* ********


 

Mr *******

What is your next step? Goodman Laval is not even able to call me to get this situation resolved. I'm waiting for their call since March 6, 2014. Nobody tried to reach me. This situation is ununacceptable for me.

Regards

******* ********

3/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Goodman Consumer Affairs is fake how can a company use Consumer affairs. I call and there put me on hold and never came back phone calls after phone calls. My problem is that the product purchase after installation makes nose very loud noise. ***** with Goodman send a tech out to work on the product the tech said that this was one have slip through goodman production. The lady told me to file a fake claim with UPS her name is ******* *** said it shipping damaged but there is no damages to the box or the body of the product. The only damage is to the inside not sure if it's damage or the manufaturer did not bolt the compressor down.This is clearly a manufactirer defect. All the reps below had me on a runaround all day and keep telling me file a report or file a law suit. The names below are the worst service a company can hire. ***** case# ****** Service *********** ***** ***Servicer infomatiom ******** Appliance & Air Cond, Fresno CA, ***** ********

Desired Settlement: Repair exchange refund

Business Response:

Mr. ******* ******,

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. 

You have actually not contacted Consumer Affairs, you have been talking to PTAC customer service.  I do apologize they haven't taken care of your issues, but I can assure you that I am doing everything possible to fix these issues.  I am contacting the shipping companies involved in the matter, because the final destination that ***** shipped to was Brooklyn, New York.  The damage caused would have been caused during shipping and our records show that the unit was delievered without damage and signed for. 

Are you currently living in California? 

Who was the dealer that installed the unit and what is there phone number? 

What is your serial number and model Number?

Regards,

 

**** *******

Manager of Consumer Affairs

Business Response:

BBB,

This case has been resolved.  It was determined that the unit was damaged by someone unknown.  The Distributor is not claiming that they damaged the unit, but they are trying to make the situation right.  ***** has worked on the back end by tracking the shipment and seeing exactly where the unit had been.  It was determined by the distributor that ***** did not damage the unit.  The customer was given the choice to replace the unit or get a refund.  The consumer decided to get a new unit and the distributor is working on shipping that unit out.  If you have any further questions, please feel free to reach out to me.

 

Best Regards,

 

**** *******

Manager of Consumer Affairs.

3/15/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company that installed the heating unit cannot fix the problem. Therefore we need GOODMAN to replace this unit with a new unit. The heating system installed before this past summer shuts down the heat constantly. The installer has tried to repair it but the system continues to shut down. We have to turn the switch off many times and start the unit up again. This could go on 10 times during the day.

Desired Settlement: We need to have a new unit installed by the manufacturer, GOODMAN.

Business Response:

*** ********

We sincerely apologize about the problems that have been occurring with your unit.  In short, could you please provide a brief description of the occurring  problems with the unit.  Also, we  would need the following information:

Model numbers of any units:

Serial numbers:

Name and number of your dealer/installer:

Date of the Install:

 

Thank you for your time and patience in this matter.  I will respond quickly once this information is provided. 

Best Regards,

**** *******  Manager of Consumer Affairs

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This complaint stems from consistent failures with an ***** AC/heating unit (Model: **************Serial: **********). We have averaged at least one repair a year to the unit since July 2011 and they refuse to replace the entire unit or give us a refund. Every time we are told the unit is made with a "cheap part that needs to be replaced". The most recent repair was needed when the heater stopped blowing and the compressor failed during negative degree weather. The customer service process to actually file a ticket for repair is simply a trail to send a local contractor with minimal record keeping of the repair made, minimal accountability or followup with the person doing the repair, and no means to elevate an issue to a manager. The same local repair contractor has been to my property 5 times, was a no-show (sometimes without a call) at least 3 times, sometimes calls less than an hour before arrival with no prior confirmed appointment, and often unavailable to schedule the repair for many days out. No one should have to repeatedly make themselves available at the whim of a contractor, company, or AC/heating product for so many years without recourse.

Desired Settlement: To account for a new (different manufacturing) unit, install, and losses during the products failure we are requesting $1200.00.

Business Response:

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.


We cannot replace your unit at this time. However; since you have had multiple repairs, as a measure of good faith we will cover the cost of the part and labor to replace the failed part.  


If you desire additional assistance, please contact our toll free line at **************. We are available Monday thru Friday, between the hours of 7:00 AM and 5:30 PM, Central Standard Time.

 

Sincerely,

 

**** *******


Manager, Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

We have exercised the warranty and local contractors numerous times already, but still find ourselves with a continuously breaking unit.  We have made more than a reasonable number of repairs to this unit.  Based on our understanding of the warranty, and federal and state lemon laws, we believe we are entitled to a replacement or a refund. We choose refund.

Regards,

******* *****


 

 

Business Response:

The unit described in this case does not come with any type of unit replacement warranties. The warranty certificate that comes with your unit describes in detail that the sole responsibility of the manufacturer is to ensure that our products are in working order, and we have a warranty that supports this responsibility. The warranty certificate, which can also be found online, is created by our warranty department and approved by our legal team. Thus our warranty, is a legally binding document designed to protect the consumer and manufacturer.

While the warranty does not cover labor; due to multiple failures, Goodman/Amana has opted to provide labor coverage as a measure of customer service.

While state lemon laws only pertain to automobiles, should you have further "major" component failures, we will reopen the case to consider other options.

Best regards,

**** *******

Manager, Consumer Affairs

3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Good morning, I wanted to reach out to you regarding a furnace which was installed in my house in August 2011. Since the date of the installation (completed by a professional installer) there has been no point in time where I have not had to worry about the operation of the furnace, the unit has overheated, had issues with its main board which had to be replaced, issues with some kind of blower fan which is now making a high pitched whining noise. Anyway, my point is that when purchasing a new product and especially something as important as a furnace living near Chicago during the winter time I expect to have peace of mind, this furnace has given me the complete opposite and is most likely the worst product of this value that I have ever purchased. It feels like I have a lemon installed in my house and every winter (3 so far) I have zero confidence that my furnace will make it through without needing some type of emergency repairs which is a terrible feeling especially when you have a baby in the house. Based on my personal experience I would absolutely never recommend Goodman to anyone and even the installer is frustrated with me needing to call for repairs and service.

Desired Settlement: I do not know what the best resolution for these problems is but I believe I have been sold a defective piece of equipment, whether it needs to be replaced, parts replaced etc. I do not know but I will no longer stand by quietly and accept this as ok because it is not, it is disruptive every winter and has meant that I have had to take extra days off work etc to be here for repairs to be completed etc. Enough is enough.

Business Response:

Thank you for contacting Goodman/Amana Consumer Affairs.

 

We sincerely apologize for your experience with our product. 

 

In order to further assist you, we will require some additional information.  Please provide the following information:

 

  1. Model/Serial number for each unit you have installed.
  2. Name/Phone number of the heating and air conditioning company servicing your equipment.
  3. Any invoices showing what you have paid in service calls.


You may contact us regarding this matter at *************** Any available agent will be able to assist you between the hours of 7am and 5:30pm central time, Monday thru Friday.

Best regards,


**** *******


Manager, Consumer Affairs

2/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had our house built almost 4 years ago and our Goodman (forced air) heating and cooling system has never properly worked. With each change of season we have had various contractors out to service, diagnose and recharge our unit with Freon, but none of them have been able to successfully resolve the problem. When the systems fan is not spinning on the outside portion of the unit, the emergency auxiliary system kicks in automatically; this has resulted in extremely high monthly electric bills. These added costs pile up on top of all the money we have already spent for contractors to service, diagnose and recharge our system. It was determined by my most recent contractor that the entire unit needs to be replaced. When I called the Goodman Consumer Affairs Department, they advised me to have my contractor contact the Allentown, PA Branch location that my unit was purchased from. Their advice was to have a representative from the Allentown, PA Branch come out along with my contractor to look at the unit. If at that time the distributor determined it was past repair, then Goodman would replace the entire unit at no cost to us. However, the Goodman Manufacturing Company, Allentown, PA distributor refused to come out. They instead told my contractor to make another repair on the unit to get it running. My contractor attempted to repair the unit yet again, but the system would still not run. When my contractor contacted the distributor at that time, the representative advised my contractor to walk out on the job because it was too much trouble to be bothered with. Thankfully, my contractor has not walked out on us. I continued to call the Goodman Consumer Affairs Department and although some of the representatives displayed care and concern, most of them were rude and not very helpful at all. On several occasions I requested to speak with a manager, but each time was told he or she was on the other line and would call me back. No one has ever called me back.

Desired Settlement: We want a replacement of our Goodman (forced air) heating and cooling outside unit and an Extended Service Warranty on the new unit utilizing the SLA Fund or by any other means necessary; ensuring it is all free of charge.

Business Response:

We sincerely apologize about the problems that have been occurring with your unit.  In order for me to assist properly, we  would need the following information:

Model numbers of any units:

Serial numbers:

Name and number of your dealer/installer:

Date of the Install:

 

Thank you for your time and patience in this matter.  I will respond quickly once this information is provided. 

Best Regards,

**** *******  Manager of Consumer Affairs

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** ******


 

 

2/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I chose Goodman based on its name and reputation. This unit however, has provided less than desirable service. The unit has struggled to maintain preset temps on hot or cold days. My previous Bryant unit had no heating or cooling issues, so one should assume that the new unit should perform the same. The square footage of the house is 1300 sq ft. and the old unit (which was also a 2.5 ton unit) lasted 12 years before being struck by lightening. The Goodman unit thermostat is set at 70 degrees Fahrenheit year round. On hotter summer days (90+) the unit often struggled to maintain 75 and on colder winter days it often struggled to maintain 65. I have had the unit looked at several times with these complaints and nothing could be found. Then, in September 2013 the high pressure charger port line blew out from the main tube to the filter canister discharging all the Freon in the process. Again, in the opinion of the repair company, this was due to faulty workmanship. The last week of October, copper welds have blown out on the condenser coils, yet again discharging all of the Freon from this unit. All of these issues are resulting from faulty welds. I have learned from the Heating and Air Company that this is not the first time they seen these issues with your product and as a result they no longer offer Goodman as a brand they sell. In light of these events, I have very little to zero confidence in this unit going forward. To me, these are major issues with a three year old unit.I called Goodman, spoke to **** and asked him point blank, if I set the thermostat to 70 degrees,what should I expect the unit to do? His answer was, for the house to stay at the set temp.I went through the Goodman claims service and was offered 300 dollars as compensation for the almost 900 dollars that I spent. This was not only unacceptable but an insult.I have done enough online research and have found that this appears to be a common issues. If this can not be resolved here I plan on taking legal action.

Desired Settlement: 1.I want to be reimbursed for all my expenses for the September repair, October/November repairs (totaling $865.00) and a guarantee that if there are any further workmanship defects (workmanship defects would be determined by an outside unbiased third party Heating and Air Professional) this unit will be replaced (at no expense to myself) with an equivalent unit during the 10 year warranty period. I should not have to worry that when I set the thermostat to engage the unit it will not reach the desired temp or faulty welds will rupture.2.Replace the unit now and refund the $865.00 that I spent to repair the existing unit.

Business Response:

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, nor does your unit come with any unit replacement warranty. Offering full 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. Please keep in mind that any financial offer towards reimbursement of expenses is done as a measure of good faith in order to assist with repair costs.


The offer sent to you by the Consumer Affairs department is still a valid offer. I have updated the expiration date until 2***/14 for reconsideration.  


If you desire additional assistance, please contact our toll free line at **************. We are available Monday thru Friday, between the hours of 7:00 AM and 5:30 PM, Central Standard Time.

 

Sincerely,

 

**** *******


Manager, Consumer Affairs

2/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Heating & Cooling unit (model#***********) from Goodman in 2009 and have had off & on problems with the unit since then. We are now experiencing another problem now. The unit is now freezing up. We have had the thermostat replaced, but this did not correct the problem. We have had heat pumps in the past that gave us no problems and lasted for years. why is this unit giving us so many problems and what can we do about it?Thanks for your help.****** ********

Desired Settlement: Unit replaced

Business Response:

The request for a unit replacement is decided upon by the regional distributor technical representative. The tech rep must first determine if the failures are due to a manufacturing problem or an installation issue. We have contacted your installer to have him request a tech rep to join him on the job site to perform a full system inspection. No resolution can be made through this department until these actions have been completed.

Best regards,

**** *******

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ********


 

 From: ****** ******** ********************************** 

Sent: Tuesday, January **, 2014 12:30 PM
To: drteam
Subject: complaint #*******

My installer of the Goodman heating/cooling unit is ***** *****.  *** ***** contacted

his distributor on 1***/14 to have a tech rep meet with him on the job site to perform

a system inspection.  *** ***** has not heard back from his distributor.

 

What do we do to get the distributor to contact *** *****?

 

Thank you for your help.

 

****** ********

Business Response:

Our understanding is that an appointment has been set for next Monday, February **** at 8am at your home with a Goodman technical representative and your technician. We will wait for the results of the site inspection to determine any necessary steps towards resolution.

Best regards,

**** *******

Manager, Consumer Affairs

2/17/2014 Problems with Product/Service | Complaint Details Unavailable
2/6/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My Goodman heat pump was purchased on ** ******* ****; in has been in service less than five years. It has given me innumerable problems. It's to the point now that the installer, ******** ******* * *** of Greenville NC, has taken on the costs of repairing the Goodman heat pump installed by their business at my residence. The company has denied any liability for the equipment registered with their business in **** and the subsequent maintenance problems. I registered the compressor and heat exchanger, via internet with Goodman Air Conditioning & Heating, on **********. I received an electronic reply listing both pieces of equipment on the same date. I also contacted Goodman Mfg. on ** ***** **** about repairs that were done to the unit and heard nothing further from the company. I am sitting in my residence, without a functioning heat pump, thanks to their lack of attentiveness to my own as well as queries from the local installer, ******** ****. It's cold in my residence, and at my age, a cold residence does not provide a healthy environment. Since the heat pump has been so problematic* ******** **** requested a replacement heat pump; that request has apparently been denied. Can you help?******** ******* *****

Desired Settlement: I would like the "piece of junk" that has been limping along now for well over a year removed, trashed, and a new heat pump installed. I trusted the Goodman name when I researched its products, and on my initial recommendations, several other families in close contact with me have purchased the Goodman heat pumps. Any help that you can offer to get this ongoing situation taken care of will be appreciated.******** ******* *************** **

Business Response:

As stated in the Goodman's warranty policy and in the last response, Goodman is not liable for anything more than the cost of the part itself. All service calls, diagnostics, labor, and refrigerant are the sole responsibility of the end user. Goodman's warranty policy is in line with the industry standard. Goodman has honored the warranty process exactly as writer per our Warranty and Legal departments. Goodman has also gone above and beyond said warranty policy by offering a concession.

We apologize that you do not feel the concession offered to be sufficient, but we cannot offer anything more without a prior investment in a labor warranty. Please note, that a settlement offer does not alter the warranty policy moving forward. Any all parts that could potentially fail would still  be covered under the same written warranty certificate that came with you Goodman products for the duration of the warranty period.

 

********** **** ******* ******** ******** *******

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

 

******** *****

 After much soul-searching and discussion with others who have "walked this walk," I have determined that I should send Goodman Manufacturing Company, L.P. the initial letter relative to consideration of payment.  In light of the fact that we have gone back and forth, I think that it is time to go on with my life, accept their offer of payment as "Releasing Party," and cease being worried about this problem. 

I have attached to this e.mail a scanned copy of the document that will be entered into today's mail to *** ******* of Goodman.  If the letter does not come through, please let me know, and I will send it separately.

 

******** ** *****

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** 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,

******** *****


 

 As a matter of fact, I had not heard anything at all from Goodman or **** *******.  That was why I sent the query to you.  This message did bring a response, but ironically, I put a letter into the mail yesterday to him, asking when I could expect the settlement to be received.  This is the first that I have heard - via you - from him.  If it's OK with you, I will send you notice when the check - IF THE CHECK - is received.  

 

******** ** *****

1/29/2014 Problems with Product/Service | Complaint Details Unavailable
1/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We moved into a new house in July 2013.we have a dual gas furnace and heat pump. It is new and installed on July 2013. We have had several issues.Cold air comes out of the vents for a while and then start heatingThe plastic smell comes out of vents. For last several months been leaving the doors open in this cold weather and turning the system on those if it gets better. It is slightly better not a whole lot. We called an hvac co to investigate. They said there is metal pipes inside the heat exchange that after they heat up, especially when it is very cold inside, they smell like burning plastic. It also takes 3 hours for the heater to heat up when it is in 30's.We would like to return the system and get our money back.

Desired Settlement: Return the system and get our money back.

Business Response:

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 wanted to provide up an update with the steps we have ta*** so far to assist with the issues you have faced.

 

November *****

  • The contractor, Dayco Heating Air 509-586-9464, was contacted. I spoke to ******** the scheduler. She will get with Ms. *****'s contractor (*****) to schedule an appointment with the area tech rep, and she will follow up with me within an hour to let the know date in time of the site visit.

November ****-

  •  Goodman will cover the cost of a site visit for the contractor, Dayco Heating Air, to go out with a tech rep .   
  • I  have contacted the contractor, Dayco Heating Air, (***- General Manager). *** will schedule a site visit by contacting the branch manger Rodd Lakes.
  • I also contacted Branch Manger Rodd Lakes. He was given the homeowner's information – he will schedule a site visit with Goodman tech Rep ******* ******* of the western region.
  • I asked that the both update me with the progress and scheduled site visit date.

The steps ***** will give us the opportunity to reach a satisfactory resolution. I will continue to update the BBB case with any new information.

 

Best regards

 

**** *******

 

Manager, Consumer Affairs

 

Business Response:

The unit manufactured by Goodman has already been replaced, and the same symptoms exist. This was a concern that was brought up by Goodman in the beginning of this complaint. All parties have been working to correct the installation issues with the product to satisfy the homeowner. The Goodman Consumer Affairs agents will continue to work with all parties to reach a resolution. We politely ask that this case be closed since we already have an acceptable platform of communication outside of the BBB.

Best regards,

**** *******

Manager, Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** ******


 

 I will have the air coming from vents cked and will let you know if everything is ok or not.

1/27/2014 Problems with Product/Service | Complaint Details Unavailable
1/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 Goodman heating/cooling home units during a home remodel in 2009. Both of the units have had several issues that have caused dsplaced our family due to cold and hot temperatures. The units fail in the winter and summer. We have had several warranty issues addressed in the 4 year period we have owned the units and as the warranty gets closer to expiration the problems seem to be more frequent. Our family cannot rely on these units to heat and cool our home. I have contacted Goodman directly only to be told it isn't their problem and that I have to contact a local dealer yet they won't provide that information. At this point I sit in limbo hoping to find a field tech specialist to evaluate the currently non-working unit while the temperature inside drops. I also fear that the unit that currently works will be stressed to failure and we will continue to have issues. To top off the issue, the warranty only covers the part, not the labor to replace the part nor the freon that the faulty part has allowed to leak out. Therefor, I will continue to owe one warrantied issues. Goodman's failure to take ownership of their "Lemon" units has left me with 2 malfunctioning AC units and the fear of having to replace faulty units at my expense even though the current units are "under Waranty".

Desired Settlement: I would like to have both units replaced with a guarantee that they will be warrantied. The issues I have incurred have placed stress on my wife, yound children and myself and we would hope to have working AC units during the cold and hot days rather than sit around waiting for a tech to diagnose yet another issue. If Goodman can't back their product, I would like a refund so I can replace the units with something similar to my previous 20 year old functioning AC unit

Business Response:

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.

We have reached out to ***** with Republic Air Care to discuss this case. ***** is now in communication with the Goodman Distribution center in your area to schedule a site visit with a Goodman tech rep. It is ultimately the decision of the Goodman technical representative to determine if the issues with the system are a result of a manufacturer's defect or a result of poor installation.

Please advise of any new information.

Best regards,

**** *******

Manager, Consumer Affairs


Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

I appreciate the replacement of the coil. I only wish your organization was more consumer friendly and that it didn't take as long to resolve this issue. I hope that this solves the issue and that the unit is restored to full working order. Unfortunately until the issue is completely resolved and I have a working unit, I feel the need to reject the response.  Is there a time frame on this work? Also I would expect that the coolant be replaced as the faulty part is what caused the unit to leak out all of the coolant. I hope we can close this issue by next week. 

Regards,

**** *******


 

 

Business Response:

We would expect all services to be completed within the next 7-10 business days. This case will remain open until the system is in working order.

Thanks,

**** *******

Manager, Consumer Affairs

1/19/2014 Problems with Product/Service
12/30/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: i have bought new house on end of ******** at ***** ***** Nashville TN the house was new build at the **** my unit went bad i called * ******** ac and heating company they replaced with 5 ton and **** the compressor and i have to spend $820 to replaced and since that i have problem and now the Evaporator Coil got lick on it and i have to spend $2200 to replace it cus it is out of warranty the whole house was brand new build on ******** and they replaced on **** and **** just wonder I have 6 kids do i have spend money every years to fix the goodman product every year and i called the costumer service today they are not nice at all they told me to fax the proof of the year that bought the house and i did wait for a week and no one called me then i called back the answer was no i have to get new unit and pay full price thats is not fair

Desired Settlement: i need to replace the part number ********** Evaporator Coil

Business Response:

Your case has already been reviewed and since closed by the management team at Goodman Manufacturing. It has been determined that the product warranty with Goodman equipment had expired in **** ****. Without a warranty in place, the manufacturer is no longer liable to supply parts at no cost. All costs associated with repair of Goodman equipment after the warranty period is the sole responsibility of the homeowner.

If you have any other concerns, feel free to contact Consumer Affairs at ###-###-#### Monday thru Friday 7:00am to 5:30pm central time.

 

**** ******* ******** ******** *******

 

12/20/2013 Problems with Product/Service
12/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Faulty Heat Pump:I had a brand new Goodman **********, installed in my home on ***** *** ****. The purchase/installation cost was $5119.80. This of course was a major expense for our family.On ******* ** **** our Goodman heat pump stopped functioning. I called the company who installed the unit for me three years ago. Once the technician had determined the problem which lead to the malfunction he showed me the cause of the problem. The whole expansion valve had to be replaced. He explained to me that the part was covered under warranty. The bad news was that this faulty part, improperly installed in the factory, caused all my Freon gas to escape. THE PROBLEM WITH THIS PART WAS: The small copper lines leading off the coil were touching in several areas(WHICH IS NOT SUPPOSE TO BE FROM THE FACTORY) causing leaks to occur in the lines thus leading to the gas loss. The technician explained to me that although this was an error in the assembly of the unit at the factory that only parts would be covered under warranty. I do not feel that I, the consumer, should be required to pay for a repair that was the direct result of a manufacturer installation error? I can understand how errors can occur in an assembly line process but I also expect reputable companies to take responsibility for these when they do occur.I requested in writing that Goodman reimburse me for the gas ($320.82) plus one half the labor and one half the mileage($45 + $50). The total reimbursement requested was $ 415.82. My initial response was that Goodman should pay the total repair bill total of $557.82 since my unit is only 3 years old. Goodman replied to my request by saying "Goodman does not manufacture defective parts." They refused to take responsibility for the mis-installation of this part causing it to malfunction allowing all my refrigerant to escape. I am highly displeased with Goodman. When you make a mistake at least be willing to admit it.

Desired Settlement: I am requesting that Goodman reimburse me for the gas ($320.82) plus one half the labor and one half the mileage($45 + $50) for the repairman. The total reimbursement requested was $ 415.82.

Business Response:

Mr. *****,

Your case is being reopened by management. An updated resolution will be emailed to you shortly.

Best regards,

 

**** ******* ******** ******** *******

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

 

******* *****

 

 

12/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My AC stopped blowing cold air in **** this year. I called ******, who installed the furnace/ac, and had them repair the ac. The warranty covered the part, which was defective from the factory per the technician and had been slowly leaking coolant since it was installed. The defective part was covered under warranty but the rest was not covered since the leak was not discovered in the first year.I wrote Goodman requesting that the balance of the cost of $318.86 plus what I have already paid, $136.21, be covered due to the part being defective from the factory.Goodman not only refused to cover the cost of replacing the defective part, they offered me appliance insurance. Like I would buy anything from a company that does not stand behind their product.

Desired Settlement: the balance of the cost of $318.86 plus what I have already paid, $136.21 for a total of $455.07

Business Response:

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. The warranty policy is designed by the warranty department and approved by the Goodman legal department. The part-only warranty coverage is the standard within the HVAC industry.

 

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. 

Another option to protect your investment would be to purchase a home warranty for your appliances. You can find the reviews of these companies at **************************************************************************************

If you desire additional assistance, please contact our toll free line at ###-###-####. We are available Monday thru Friday, between the hours of 7:00 AM and 5:30 PM, Central Standard Time.

Sincerely,

 

**** *******   ******** ******** *******

12/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have had nothing but problems since installing this air conditioner unit. It has leaked and been repaired leaked and been repaired. Please see the time line of events below. Crum Climate control installed the amanna product and has since gone out of business and nobody wants to honor warranties. Amanna Model # ************ Serial # ********** Goodman Model # *********** Serial # ********** * ********* o 500 Cash Deposit * ********* o Warranty on parts 10 year condenser and air handler only. Warranty on Labor 5 years condenser and air handler only. Warranty on Compressor lifetime o Total Price 3670 * ********* o Pre inspection * ********* o Replace 30 amp Breaker * ********* o Refrigerant low due to leak at service port As courtesy recharged with 4 lbs. R-22 o Compressor was extremely Noisy * ********* o Leak in the system o Fixed Drain Line * ********* o New Drain Line * ********** o Leak at Condenser o No refrigerant in system * ********* o Swapped out accumulator with Goodman o Installed new part added leak stop o 10 lbs R-22 * ********* o Drain clogged o Low R-22 * 10-8-2013 o 3 lbs R-22

Desired Settlement: I would like my system fully inspected and if it is found to leak i would prefer a new system put because of the hassle of the old system leaking.

Business Response:

Thank you for contacting Goodman's ******** ******* 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. The part-only warranty is the standard in the HVAC industry.

 

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.

Another option to protect your investment would be to purchase a home warranty for your appliances. You can find the reviews of these companies at **************************************************************************************

 

I have reviewed the case that has been handled by ******* ****** in ******** *******. My records indicate that you have been advised to have a leak test done to determine the root cause of the issue. Your contractor, **** *******, agrees that this test must be performed in order to determine which part can be replaced under warranty. Your warranty will cover the cost the replacement part, but not for diagnostics, labor, or refrigerant.

If you desire additional assistance, please contact our toll free line at ###-###-####. We are available Monday thru Friday, between the hours of 7:00 AM and 5:30 PM, Central Standard Time.

Sincerely,

 

**** *******   ******** ******** *******

11/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This letter is to complain about the lack of customer service my grandmother, ********* *******, recently received from your company. She has been out of her home since the beginning of ******* ****. This marks the second time her air conditioning unit (***** ************* ********* ******) has needed service in the past 6 months. Each time a part is needed, there is always a delay with your companys delivery time. The part that was supposed to be delivered when the first problem with the unit occurred was delivered 2 weeks after the initial order. The part that was ordered for the current problem with the unit was supposed to be here within 3-10 days but has yet to arrive. I spoke with a customer service representative named ***** on ******* *** **** to find out 1) if the part had been ordered, and 2) if the part had been ordered, why had it not been delivered. He informed me that the part was on backorder and was supposed to be delivered to Mobile, AL on ******* *** ****. He asked me to call him back if the part was not delivered. Needless to say, the part still has not arrived. I attempted to call ***** three times on ******* *** ****, and even left a message, but I have yet to receive a return call. I tried to get assistance from another customer service representative and was told that Monday is a very busy day and my call would be returned once all other calls had been taken care of. That is not what I would describe as professional or courteous customer service. Another representative should have been able to assist me. To say that my grandmother is frustrated and disappointed is an understatement. She has had to uproot from her home for weeks at a time because of your companys inability to keep parts in stock and have them delivered in a timely manner. Because she does not want to waste any more time on this unit or your company, she is requesting a full refund. She will be informing her friends and family about this experience.

Desired Settlement: Pick up the unit and refund her money.

Business Response:

I apologize for the issues your family has faced with the availability of the warranty part. I have pulled the records between your initial complaint with Consumer Affairs and the resolution reached as the part has now arrived. We have contacted the distribution center involved and addressed the concern of having adequate inventory of warranty parts.

We appreciate you bringing this to our attention, and giving us the opportunity to improve. If you have any further questions, please contact Consumer Affairs at ###-###-####.

 

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

When, not if, this unit stops working again, there is no guarantee that Goodman will 1) have the part available or 2) have it delivered in a timely manner.  This unit does not have a good track record and my grandmother will not be uprooted for another two months or pay another $300 dollars because of poor customer service, a warranty that does not include labor costs, and part availability.  Goodman has no service techs in this area, so for this reason, she requests a full refund and 2-weeks notice before the unit is picked up.  That will give her time to find a local distributor who can service her unit and have parts readily available. 

Regards,

******* *******


 

 

Business Response: I apologize that you do not find the resolution satisfactory. 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.

 

Should you have difficulty locating a part in the future, please contact Consumer Affairs so that we can look into expediting the process.

If you desire additional assistance, please contact our toll free line at ###-###-####. We are available Monday thru Friday, between the hours of 7:00 AM and 5:30 PM, Central Standard Time.

Sincerely,

 

 

11/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a Goodman packaged roof top unit model# *************** that has been leaking every time it rains since it was installed last year. Subsequently I contacted the installer, he looked at it after multiple discussions that it couldn't be the unit and telling me to call a roofer then the roofer telling me that the roof is fine and he would wrap the unit in plastic because the unit is the problem. After covering the unit the leak stopped, I reached out to the installer again to tell him I am not getting any water with the unit covered. He told me he reached out to Goodman for an answer and has a solution to my problem, after multiple attempts on fixing the problem and him informing me that water is entering the dog house and traveling along the inside edge to enter the inside of my house because of the possible absence of a sealant that should have been installed at the factory. The leaking unit is still not repaired, it is summer and I have been waiting for a Goodman service representative since *** to look at the unit. It seems I am just getting the run around from the installer and when I called the ***** ******** number I was referred back to the installer to contact his distributor.

Desired Settlement: I am past the repair ideas and would like a replacement unit that works and is leak free.

Business Response:

Dear Mr. ******,

 

Thank you for contacting Goodman Consumer Affairs Division. To better assist you, please provide the serial number as well as copies of any and all service work performed to your Goodman unit.

If you desire additional assistance, please contact our toll free line at: **************.

 

Thank you,

 

 **** *******

 

******** Goodman Consumer Affairs  

 

**************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have the have the following information.

Model# ***************

Serial# **********

I also have been contacted by the installer and am being told that a Goodman representative will be coming to look at the unit on Wednesday 7/24. 

Regards,

******* ******


 

 

Business Response:

Please provide an update of the results of the pending inspection on **** when you have them.

Sincerely,

**** *******

******** Goodman Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

Today the Goodman store manager & regional service technician along with the installer looked at my leaking unit problem. The service technician & the installer found that the unit was still missing sealant in one area so they installed more sealant after the technician removed a section of the paneling.  The installer will return tomorrow to water test the unit but the way the weather has been in the area we will possibly have rain before he returns to test the fix. If this does not work I will contact the store manager for a replacement unit.  

Regards,

******* ******


 

 

Consumer Response: Today the Goodman store manager & regional service technician along with the installer looked at my leaking unit problem. The service technician & the installer found that the unit was still missing sealant in one area so they installed more sealant after the technician removed a section of the paneling. The installer will return tomorrow to water test the unit but the way the weather has been in the area we will possibly have rain before he returns to test the fix. If this does not work I will contact the store manager for a replacement unit.

Business Response:

Thank you for the update. Can you please provide the names of the Goodman representatives your have been working with?

Sincerely,

**** *******

*******, Goodman Consumer Affairs

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have the have the following information.

I have been going through my installer, *** *********** to communicate with Goodman that the unit is leaking, I did meet the store manager ******* at my house on the 7/24 appointment with the Goodman service technician, the information I received from the installer is the unit was purchased at Goodman Distribution Sharon Hill Branch #220. Unit is still leaking after rain received this past Sunday, notified installer yesterday.

Regards,

******* ******


 

 

Business Response:

I have reached out to ******* at the Goodman branch, so that we work together to resolve this matter.

Sincerely,

 

**** ******* ********

Goodman Consumer Affairs

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

Regards,

******* ******

 

My complaint filed on ****** has not been resolved through Goodman Manufacturing, AC unit is still leaking. I was issued a case number (******) from Goodman and told that a leveling issue during installation was causing the water penetration into the unit, installer disagreed that this was the cause but unit was removed and leveled. Goodman has indicated that they will send this information to the technical manager and will contact me.  Anything that can be done to expedite this would be greatly appreciated since winter is approaching and the repaires have not fix the leak

 

 

Regards,

******* ******

 

 

Business Response:

I have been in contact with the Goodman branch manager to set up a return visit. Please keep me updated with the progress on your end. Once again, I apologize for the troubles with your equipment.

Best Regards,

**** *******

*******, Consumer Affairs

11/8/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a complete new Goodman Heating and AC system from ******** ******* *** *** ************ *********** of Crystal River, Florida, which was installed on ******** *** ****.On ********* *** ****, the AC unit failed. On ********* ****, a repair technician from ******** came to my residence without tools, which he said he doesnt carry on the weekends because someone might steal them. He then guessed that our unit had a leak in the refrigerant lines under the house, and that he would come back Monday to see about repairing it. He also told us we should be glad it wasnt summer. I did not have this company back.On ********* **, a technician from *** **** *** ************* *** in Ocala, Florida came to my residence and checked the unit. He found that the refrigerant was extremely low which caused the system failure. Upon examination of the unit, he found a leak from the tubing at a weld inside the compressor unit. He described the leak in his report as common suction @ suction line near compressor leaking factory weld. The technician repaired the weld and re-charged the unit. The system now works without problems.I called the Consumer Affairs of the Goodman Company on ******* **** and described the problem to the operator. I was told the problem was not a part and therefore was not under warranty. I then sent a letter to the Customer Affairs department of the company and I do not agree with their response: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.The warranty document I have from the company states the unit is warranted to be free from defects in materials and workmanship. I submit that is exactly what the problem was the outside unit failed because of a defect - and it is indeed covered.The total cost of the repairs (not counting the hotel costs spent while the unit didnt work) is $941.00, which is what I am requesting the Goodman Company repay me for the repairs.

Desired Settlement: To be reimbursed for the repair costs to me of $941.00.

Business Response:

I apologize for the difficulties you have had with your Goodman product. I have reviewed your case and determined that the response from the Consumer Affairs agent was appropriate. The Goodman warranty with your product covers the replacement cost of the part only. The warranty certificate that comes with your Goodman product is a legally binding contract designed to protect both the consumer and the manufacturer. According to the certificate, Goodman Manufacturing has followed through with standard warranty.

 

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.

Another option to protect your investment would be to purchase a home warranty for your appliances. You can find the reviews of these companies a* *************************************************************************************.

If you desire additional assistance, please contact our toll free line at ###-###-####. We are available Monday thru Friday, between the hours of 7:00 AM and 5:30 PM, Central Standard Time.

Sincerely,

 

Consumer Affairs

11/3/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Our brand new A/C unit turns on and off and on off every minute or so. It draws so much power and the air handler runs constantly even though the outside A/C unit is not working most of the time. Our electric bill was so high that we now don't even turn that A/C on. We have tried to get this resolved. We must have called (and emailed) our serviceman over a dozen times. He responds quickly and has spent many, many hours here in the heat. However, the unit is still broken and Goodman is not standing by their product. We have video taped the on off operation for Goodman and they still have not helped us. After spending thousands on this unit it has cost us a lot of money in wasted electricity and has caused our upstairs AC unit to have to run constantly to make up for this broken one.

Desired Settlement: Replace broken A/C unit with warranty from date of new install.

Business Response:

We have contacted the distributor and set up an independent contractor to inspect the unit as we were unable to make contact with the original installer. We will follow up again on Monday, ******* **** to determine the next steps to get the system running properly.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

******* at Goodman spoke with me over the phone. She has arranged for my outdoor A/c unit to be replaced. The contracted company is coming on Tuesday. Thank you BBB and Goodman.

Regards,

****** *******


 

 

11/2/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a furnace in **** **** which had a ten year whole unit replacement if the heat exchanger fails with in the ten years for original purchaser. They refuse to stand by the warranty. I was told they would cover for whole unit I just needed to have supplier call with my serial # then when supplier called they rejected it and say they cant find registration for it. Which it was registered in ****** of ****. Plus I was told that it was not a requirment to register until ******* ** **** reguardless. I have my original receipt of purchase and a copy of limited warranty sheet that was filled out at time of install. that they say is useless to me that I need a copy of the online registration. I am the original purchaser and It was registered. It is wrong for them to say sorry we cant find your registration so we dont have to stand behind our warranty after they told me they would replace the whole unit two days ago. Then they say sorry some one gave you the wrong information. This is wrong in so many ways.If you offer a warranty with your product then you shouls have to stand by your warranty.

Desired Settlement: I want them to stand by what my warranty states and provide a new replacement furnace.

Business Response:

I apologize for the issues you have faced with your warranty. I do not show that you have attempted to contact us in Consumer Affairs, so I am unsure to whom you have been speaking to with Goodman Manufacturing.

To verify your warranty, I will need the serial number to your furnace, the dealer you have been working with, and the department you contacted on ***** and *****.

 

Consumer Response: I have the pictures of the burned up furnace and the huge holes in the heat exchanger tubes and the damage it caused to the inside of the furnace case. They need to stand behind the clearly faulty product they sell. and replace my furnace. serial # **********

Business Response:

Due to the confusion with the registration process in ****, we will update your registration online to show unit replacement coverage. I apologize for the issues you have experienced. The agents you spoke with did give correct information, but as a measure of good faith we will proceed with the unit replacement. You may follow up with your dealer and distributor with this decision, so that you can schedule the service.

 

10/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am unfortunately an owner of 3 Goodman AC/Heat units in my house. I purchased my NEW house in ****. At the time of my purchase I was never made aware of any type of extended warranty that I could purchase from Goodman. I have had to replace all three coils on my units. I am now having to replace one of the coils for the 2nd time. In less than 5 years I have had to replace 4 coils. If you can avoid Goodman AC/Heat units avoid them like the plague. Their coils are junk. I have been talking to their customer support and they are not willing to pay for my installation or Freon on any of my units. They also are not willing to allow me to purchase an extended warranty because they don't want to back up their product and they know their product is defective. For a coil to last 8 months is absolutely ridiculous. I have a ******* unit in my rental house and the coil is 20 years old. Goodman didn't take that class.

Desired Settlement: I want all of my coils installation and Freon charges paid and the ability to purchase an extended warranty that covers service, parts etc.

Business Response:

This case is already near resolution within the Consumer Affairs Department.

 

10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchase a Goodman AC in ****. 3 months after we had it the unit went out. A rep did come out and had it replaced. Since then the drip pan has cracked twice and we have had to have it replace. The cost was $235 each time.I did email a complaint to Goodman but never received a reply. Very unprofessional for a business. First, how do these pans just cracked? We woke up one morning had water water standing in our hallway, unfortunately we have wood floods. I feel that this is the responsiblity of Goodman to make good on the cost which is now $570.So far this has been an unreal experience.

Desired Settlement: I want Goodman to pay the $570.

Business Response:

The original complaint requested $570 in reimbursement. Upon further investigation, the homeowner has only been charged $235 in total claims for this unit. Our warranty clearly states that Goodman will cover the cost of the part only, unless you have obtained a labor warranty. This policy is standard across the HVAC industry.

Goodman has stood by our product and replaced both failed parts at no charge in accordance to our written warranty. Goodman will continue to cover the cost of any failed parts as per the warranty guidelines until the warranty has expired.

If you need further assistance, do not hesitate to contact Consumer Affairs at ************.

Best regards,

**** *******

******** ******** *******

Consumer Response: Goodman does not stand behind their products. The company that installed our unit did not charge us for the second service call for the pan. They really felt bad because of the problems we have had with this unit. When the unit went our within 3 mos. we could not get it replaced until a rep from Goodman came out to the house. This during the month of **** in *******, that was unbelievable. Goodman has to be the worst company anyone could possibly deal with. You have to read all of their complaints and you will see their response is the same. Cannot help you!

Business Response:

Goodman asks that this cased be closed with the BBB. Goodman has responded explaining the warranty coverage that came with the purchased products. Without a purchased extended labor warranty, Goodman will abide by the following written warranty:

"As its only responsibility, and your only remedy, Goodman will furnish a replacement part, without charge for the part only, to replace any part that is found to be defective due to workmanship or materials under normal use and maintenance. For warranty credit, the defective part must be returned to a Goodman heating and air conditioning products distributor by a state certified or licensed contractor. Any part replaced pursuant to this warranty is warranted only for the unexpired portion of the warranty term applying to the original part. This warranty does not apply to labor, freight, or any other cost associated with the service, repair or operation of the unit."

The amount requested in this complaint is twice as much as what has been paid out of pocket. Only paying the labor of one repair would not be considered for compensation outside of our written warranty.

If the same issue ever arises again, we ask that you contact us at Consumer Affairs ************** to reopen your case.

Best regards,

**** *******

******** ******* ******** *******

10/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Brand New Goodman system installed by A US Air-conditioning. The compressor was very loud upon start up and the AC guys came and installed hard start kit. The outside unit now intermittently starts and shuts off after a 3-5 seconds. I am told that this could be a sign of a compressor going bad. This unit was just installed along with the attic unit on *********. Model # *********

Desired Settlement: This is the first Goodman unit we have ever purchased and i am hoping that this is an isolated problem with the compressor. When I called Goodman, they refuse to help or listen to what my question was because I am not a contractor. The next call I will make would be to the local News station.

Business Response:

We sincerely regret the difficulty you have experienced. 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. We make every effort to manufacture products of only the highest quality.  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.

 

Due to a legal liability, only licensed HVAC technicians can properly troubleshoot and diagnose any potential failures. To assist you with finding a resolution, please provide the serial numbers of your indoor and outdoor units and the contact information for the dealer that installed your Goodman products.

 

Best regards,

  **** *******

******** Consumer Affairs

10/11/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had a 2.5 ton Goodman air conditioning unit professional installed on *********. This came with a 10 year warranty, which I have. Last week we found out we have a leak in the housing unit. My repair tech is telling us that Goodman says we only had a 5 year warranty. I'm boiling at this point to say the least! I've called Goodman and left a message with the Consumer Affiars. I want this replaced under warranty!

Desired Settlement: Housing unit replaced under warranty

Business Response:

We received your complaint regarding your Goodman manufactured unit. We sincerely regret the difficulty you have experienced. 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. We make every effort to manufacture products of only the highest quality.  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.

 

 

 

 

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

So was our repair company issued a refund or a credit?  We already paid for the replacement that was under warranty, so I'm waiting for my refund.  Why weren't we issued this instead of **** ****?

 

Regards,

******* ******* ******

 

 

Business Response:

The warranty process works like this:

The contractor takes the failed warranty part to the local distributor for an even exchange. If the dealer does not have the failed part with them, they can pay for the part first and then receive credit once they return the warranty part. ******** may have a policy to charge the homeowner until they confirm that the part is under warranty. I placed a call to the contractor last week to inquire, but I have yet to get a call back. ******** represents an independent company, and Goodman cannot govern their administrative policies.

I will contact ******** again on your behalf this morning. Goodman has followed the guidelines of the written warranty by giving the dealer credit for the warranty part purchased. The amount your dealer paid for your failed part was reimbursed fully.

Best regards,

**** *******

******** ******** *******

9/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Appx. 3 years ago our Home warranty company had to replace our central air unit and they replaced it with a Goodman *********** serial # **********. In the last 3 years we have had nothing but problems with this unit. I have a stack of receipts from service people sent out by our home service to fix it. Just to name a few: hard start delay,exhaust fan, compressor, condenser, *** ****. Every summer we have problems which I don't think should be happening with a unit of this age. We are at the point that we are looking to replace it with a more superior product because we can't take it every summer living without air in the heat of the summer waiting for repair people to show up. I believe your site states there is a 5 year warranty on this unit and I would like to have your company make good on that warranty. Please respond as soon as possible again for the 2nd time this summer we are without air conditioning and waiting 4 days for repair person to come out.I contacted them and this was there response: We are sorry to hear that you are having difficulty with your unit. To obtain parts under warranty you will need to have a licensed HVAC technician take the part required from your unit down to his local distributor for a parts exchange. The distributor will file the claim. You as the homeowner would be responsible for labor and any other charges associated with the repair. You do not require prior approval from Consumer Affairs to have your unit repaired. Please note Goodman/***** does not have certified HVAC technicians nor do we authorize dealers. To find dealers in your area, you may visit our website at ******************or ***************** and input your zip code in the upper right hand corner.How does that help me? It's going to cost me just as much or more to have a repair do all that work on a product that was faulty to begin with.

Desired Settlement: This unit has never work properly and I would like to have it replace with a comparably unit.

Business Response:

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.

If you desire additional assistance, please contact our toll free line at ###-###-####. We are available Monday thru Friday, between the hours of 7:00 AM and 5:30 PM, Central Standard Time.

Sincerely,

 

9/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased our home in ***** ****. The house was completed in ***** **** and not lived in until we bought it. The air conditioning unit functioned well after we moved in for only 3 months. We have had to have a contractor out to inspect the unit and replace the Freon twice. Upon this last inspection it became clear that the Accumulator/Receiver is defective and leaking out the Freon and oil. With this being a heat pump Im sure you are aware that not only does the a/c not work, but our family will be without heat also.This is obviously a manufacturer defect. Upon speaking with the contractors we have been repeatedly informed that this is not an issue we should be having with a new unit. The parts are under a 5 year replacement warranty so we need this part sent to us immediately. We will also need the labor charges to be covered by your company since the part is defective. We have had to pay over $500 out of our pocket to have this unit looked at and hold you responsible for any additional expenses due to your faulty product. We have a quote of $450-500 for replacing the Accumulator/Receiver. Whether you would prefer to use your own licensed contractor or the one we found, we expect the parts and repairs to be made within the next 7 business days. We appreciate your quick attention to this matter and look forward your company living up to your motto of Goodman brand stands behind its products.

Desired Settlement: We would like the defective part replaced and all labor charges from a licensed contractor covered by Goodman.

Business Response:

We have already been working on a resolution for this customer. Please see a copy of the email correspondence below:

Initial response to complaint:

 "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. Your product is still under the manufacturer's limited warranty. Your licensed contractor can take the defective part to a Goodman distributor to do an even part exchange under warranty. 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 ******** Extended Labor Warranty sold through ******** dealers. With a GoodCare Extended Service Plan, you would have 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 ******** Extended Service Plans are available for purchase for up to 12 months after installation. A list of these dealers can be found by entering your zip code in the dealer finder at

****************** **************************

While ******** cannot reimburse the labor of your current part failure, it is still a great option to protect your investment in the future. 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. Another option to protect your investment would be to purchase a home warranty for your appliances. You can find the reviews of these companies at **************************************************************************************

If you desire additional assistance, please contact our toll free line at ###-###-####. We are available Monday thru Friday, between the hours of 7:00 AM and 5:30 PM, Central Standard Time.

 

 

 

9/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Goodman product that I depend on to cool and heat my home that has given me problem since it was installed which was a brand new unit. The unit was installed by England heating and air located in Red Spring NC. I have had several service calls that hasn't resolved any of the problems. This problem has lead to some very serious issues. It is leaking water which is rotting my bedroom, hallway, and kitchen floors. On today ********* a service call was made and I was informed that there is 220 volts of electricity going to the unit and it could very dangerous with the water leaking could lead to starting a fire or sending electrical volts through one of my family member or myself. I also know that if this problem isn't resolved soon I will have to replace many floors and fight off mold that will form after time from the leak. I have water standing in my floors and I want something done about this as soon as possible. I have contacted several people and I will get this situation handle what ever it takes.

Desired Settlement: I would like a refund and a replacement because this is nonsense and I will have to spend a lot of time and money to fix this issue. My floors will need to be replaced as well as the hard wood floor and rugs. Also we want any a new unit that isn't manufactured by Goodman this unit has been nothing but problems and I don't think I would ever be content with any of their products.

Business Response:

We received your complaint regarding your Goodman manufactured unit. We sincerely regret the difficulty you have experienced. 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. We make every effort to manufacture products of only the highest quality.  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.

 

 

 

9/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a 4ton 16**** unit installed 8-20-12 serial number **********. In the span of less than a year the fan has failed 4 times, the thermostat one time and had the freon recharged once. This unit has cost us 1,100 dollars in repair cost, the parts were covered but we still have to pay for the repair. The repairman has been on the phone with Goodman's tech support several times trying to find a reason for the fan failure. We have emailed and called the corporate office several times but we are sent to someones voice mail who does not return the call or we get a form letter stating have our service repairman call them, which he has. When the fan fails it smells like an electrical fire all over the house and I'm concerned it will start a fire. I am at wits end with this thing and want it replaced.Sincerely ***** *******

Desired Settlement: The inside unit to be completely replaced before it burns us down or causes bankruptcy.

Business Response:

I have been advised that the unit has been fixed. Upon further inspection, I found that the unit had never been registered by the homeowner or the dealer for the full warranty. As a measure of good faith, I will register the units to provide full coverage of parts.

Please keep Goodman Manufacturing advised if any other issues arise.

Best regards

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

Regards,

****** *******

This unit HAS been registered by myself and I logged into your site before I contacted the BBB about the problems with the unit to make sure.  The information came up when I input the info required.  Do not say in good faith that you registered my unit because it was already done!

Business Response:

I apologize for the confusion. The air handler has indeed been registered, but the outdoor unit with the serial number you provided, **********, has not been registered. Not registering within 60 days, per the industry standard, resulted in this particular unit only having a 5 year parts warranty. I am willing to go above and beyond our registration process to ensure that both of your units are protected for the full lengths of the warranty period.

Best regards

 

9/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A ******* split system was installed by my home builder in ****. Since its installation I've had several issues with the unit. Previous Years: Condenser Fan Failure + Solenoid / Capacitor Failure. Early Summer **** - 2 Leaks in the System (Condenser Unit). ****** **** - Condenser Coil Leak | Compressor. The Condenser Coil is leaking in at least two places, towards the bottom of the coil, the Compressor sounds like a garage door slamming when it turns on and off... My HVAC tech has not filed a claim for these, as I'm reviewing the cost of repair / replacement. Currently the unit cools (Roughly 75% cooling efficiency)Between the leak this year, leak detection, repair and Freon cost, the unit has cost me close to $800 this year (in total since installation close to $1200)... A unit barely 4 years old shouldn't need to be completely rebuilt... Also, my neighbors, who have the same unit, have not experienced any issues with theirs, it appears I got the bad apple of the bunch.

Desired Settlement: I understand and can appreciate *******s warranty policy of replacement parts only and I have done my due diligence as a consumer to keep the unit operational, covering labor costs. However it is no longer cost-effective for me to keep repairing problems with the unit. I am requesting ******* provide a direct-unit replacement (Condenser for Condenser). I will absorb the associated labor costs with installation and removal of the Condenser.

Business Response:

Thank you for contacting Goodman/***** Consumer Affairs.We sincerely apologize for your experience with our product. In order to further assist you, we will require some additional information. 

 

 Please provide the following information:

  

  1. Model/Serial number for EACH unit you have installed.  
  2. Name/Phone number of the heating and air conditioning company servicing your equipment.  
  3. Any invoices showing what you have paid in service calls, and any current quotes for repair.

Sincerely,

 

**** *******

 

******** ******** *******

Consumer Response:

From: **** ****** [*************************]
Sent: Tuesday, ********* *** **** 4:33 PM
To: drteam
Subject: Complaint #9673096 

 

Are the issues resolved? ____X___Yes _____________No  

If yes, when was the issue resolved? 

  

The issue was resolved last Monday (*********) When the unit was replaced with a similar model and make. The new unit required upgrades to the power system and more freon then the previous unit; so it did cost more then I expected ( roughly $200 ). I have had no additional contact with Goodman Mfg.  

If no, what issues remain outstanding?  

______________________________________________________________________  

______________________________________________________________________  

______________________________________________________________________  

______________________________________________________________________  

Did you ever file your case through the court system? ______no_______ If so please include a copy of your filing or judgment for our files. 

 

  

9/1/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My understanding is that **** ******* purchased numerous AC units from Goodman in ****. In *** ** **** **** ******* installed one of those units at the house I purchased. This was a new home construction with a move in date of *********. On ******** I had work done on my AC unit. The evaporator coil broke and all of the refrigerant leaked out. Since that time I have been trying to get my warranty validated without success. Also, ******** ****** from ****** *** **** has been calling **** and cant get an answer. I cant believe that after two weeks I am still dealing with this warranty issue. It is very aggravating because Goodman doesn't respond to emails or phone calls. I would greatly appreciate your assistance in getting this problem resolved as soon as possible. Also, will provide contact information below. Thank you.*** ****** **** * ********** *********** *** ********-********** ****** *************** ******* ******* ************ ***** (has install date on her pc)*********** ******** ****** ************ (has billing info)

Desired Settlement: Very simple settlement description. I am on the hook for labor costs but parts and refrigerant should be covered by Goodman. The warranty is valid until *** ****.

Business Response:

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 ******** Extended Labor Warranty. With a******** 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. If a covered repair was needed, an Authorized ******** Dealer would respond promptly and make repairs with quality Goodman brand parts. The ******** 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. Upon checking warranty records, I see that the install date has already been adjusted to *******. This change extends the warranty expiration to *********. The standard 5 year parts warranty will cover the replacement parts for the current failure, and any other potential failures until the expiration date. As stated above without a labor warranty, the refrigerant costs are the responsibility of the homeowner.

Sincerely,

**** *************** ******** *******

8/26/2013 Problems with Product/Service
8/23/2013 Problems with Product/Service
8/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had a Goodman Brand (*****) air conditioner unit installed in my home by ******* Air-conditioning and Heating on ********.At the time of installation I was given a Goodman Asure Extended Service Plan which covers all parts and labor for a 10 year period.The Coverage description states that the Obligator will provide a replacement part for all ***** brand parts that fail under normal use and service Additionally, the contract further states that Obligator will provide labor to repair or replace all ***** brand parts that fail under normal operating conditionsIn July this year we noticed that the air from two of the ducts was considerably warmer than the air being dispersed from the other ducts and the unit was therefore not cooling parts of our home. I called out an independent air conditioning technician from ******* ***** to evaluate and identify the problem. The technician identified the problem as a faulty coil (heat exchanger) and suggested I contact Goodman to have it replaced under the Asure Extended Service plan. I then decided to contact the company that had originally installed the unit so as to have them do the warranty claim but was told that they were no longer in business and that I should contact Goodman directly.I then did an internet search for Goodman dealer/Service company and found *** Air Conditioning. I called *** and paid a service fee for them to come and do a diagnostic which they duly completed. Their assessment was also that we had a faulty coil/heat exchanger and they said they would contact Goodman to have the repair completed under warranty.On ****** * I was contacted by **** from *** who said he had contacted Goodman but that Goodman had told him we are not covered under warranty as the unit that was installed in my home is a unit that had originally been installed in another home only to be removed because it was faulty. According to *** he was told by Goodman that the unit was installed in a home in Frisco, TX and then removed 12 months later because it was faulty.I then contacted Goodman directly (Goodman office in Carrolton, TX) and spoke to **** about my problem with my Goodman Unit. He said he could not understand how this could happen as all scrapped or faulty units are returned to the factory and should never be re-sold as a new unit. He suggested I contact Consumer Affairs to have the matter resolved.I contacted *** at Consumer Affairs (phone number ###-###-####) and told her the whole story. She said she had never heard of this type of issue before but that she would investigate and then get back to me with a solution. She called me back later in the day and was quite rude and abrupt when we spoke. Her response was that I need to take up the issue with ******* (the installer) and that it had nothing to do with Goodman. I asked her how a faulty unit that had supposedly been scrapped by Goodman could be sold again as new, and then installed in my home without my knowledge of the history of the unit.In addition to this I called her attention to the fact that my paperwork (Asure Extended Service Agreement) was a Goodman contract and not a contract with the installer. In no place on the paperwork does the contract default to the installer, it names Goodman as the Obligator.Her response was that it is a fake contract and that it is not their problem. She made this statement without actually having taken the contract number and checking it against their records. I asked how she could categorically state that this is a fake contract when she has not even got my contract number and how a condemned unit could be returned to Goodman to be destroyed (or sold for working parts) to which she had no answer.On ****** * *** called me back to say that the repair would be covered as it is a problem with the heat exchange/coil which was not part of the original outside unit that Goodman had scrapped. She told me to get hold of *** Air Conditioning to do the repair which I then did. *** contacted Goodman for authorization to do the repair and were told that Goodman would supply the coil but that we would be liable for the $1075.00 for labor. I then called *** why I was being told to pay labor when the Extended Service Plan states that all labor is covered. She said that they were just being courteous and that they had no obligation to do the repair. On Friday ****** * I called her and was told to fax a copy of my Extended Service Plan and she said that they would check to see if the service Plan was ever registered by Goodman. I asked how long this would take and she told me it could take up to a month.*** originally claimed that my agreement is fake without ever checking the contract number. Then she said they would cover the cost of the coli but not labor or refrigerant. Now she says they will check if our contract is registered with Goodman. I have had no written communication from Goodman stating that the Extended Service Contract will not be honored for any reason whatsoever. This therefore leaves me with the understanding that the contract should be honored by Goodman and that they should authorize the repair costs immediately.

Desired Settlement: I would like Goodman to either repair or replace the coil/heat exchanger and cover the labor and cost of parts. This should be done immediately and the repair/replacement should be done in a manner that will have the unit working at optimum efficiency.

Business Response:

Ms. ***** has been given the Goodcare Extended Labor Warranty that her dealer failed to provide on the furnace and on the coil.

It appears that the air conditioning unit was installed and registered to a different homeowner, at a different address, before it was installed at Ms. *****'s home. Per Goodman's standard warranty coverage:

"Neither warranty continues after the unit is removed from the location

where it was originally installed".

Since this unit was installed once before, Ms. ***** purchased a used unit which is why we cannot provide labor coverage for the outside unit. If Ms. ***** did not know the unit had been used, she most definitely should address her concerns with the installing dealer.

With offering to cover the furnace and coil under warranty, Ms. *****'s recent product failure has been addressed.

Sincerely,

**** ******* ******** ******* ******** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** *****


 

 

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: BBB, I would like to register a formal complaint regarding the lack of attention from Goodman A/C Mfg. in regards to our cooling problem. My wife & I have been dealing with a faulty performing a/c since it was installed in ***** ** ****. A rep. from Goodman has been to our home, made recommendations to improve the cooling of the unit, that we had done, which did not work!, but has not responded to the request of *** ********. Apparently Goodman is the only one qualified to determine why their equipment will not adequately cool our home. We feel that we are stuck in a situation of finger pointing as to the problem we are having and who is responsible to correct it. We are very dis-appointed with the customer service that we have received from Goodman. I have tried calling them, however their only function @ customer service is to take your name & number & report it to the co. that installed the unit. I have been hung up on by personnel @ Goodman. Any help we can get will be greatly appreciated, as we are going to have to turn this matter over to legal as we just cant seem to get anywhere. My concern is that the summer will be over & the cooling problem will persist into 2014. This is no way to treat your customers & we will not stand for excuses any longer!Respectfully,**** *****

Desired Settlement: We just want a refund plus compensation for our additional energy expenses.

Business Response:

I will contact *** ****** and advise him of the current status.  I have had no contact with *** ********, but we will work together to ensure this issue ends with your product meeting your expectations.

Sincerely,

**** *******

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

Regards,

**** *****

There still has been no response from The Goodman rep. It has been since ********* that the modifications were made p/Goodman rep. suggestion. Follow up dates were set & canceled by Goodman rep. There has not been a new date set. Basically, we have gone through the entire summer with this unresolved issue. Cooling is not a problem provided  it's "not hot outside". I do not see how this issue can be resolved until next summer! The problem is still ongoing & unresolved from the initial installation.

**** *****

Business Response:

*****,

Following is a summary of my site visit and inspection to ***** ***** **** **: After our last visit, you added a return air duct and grille to the guest bedroom. While my recommendation was to increase the return air capacity, the 12”x12” return air grille and 8” duct that connects to it was not sufficient to provide enough return air for the system. I measured -.4”wc at the return plenum and +.2”wc at the supply of the air handler for a total of .6”wc TESP. On high speed, this results in 1220 cfm of airflow. With the help of your technician, we adjusted the charge which will give the system a marginal increase in capacity.

To insure that the system is operating at design capacity, the duct system must be at approximately .3”wc TESP. My readings indicate that the supply air ducts are properly sized and the return air duct capacity needs to be increased. This can be accomplished by adding ducts or increasing the size of existing ducts. After the return air ducts are corrected, the charge will need to be adjusted again (you will probably have to add some refrigerant).

If you have any questions, please call me.

Thank You,

***** ******

8/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have* ******* A/C Units each installed in ***** In the last * *****,* of the * units have had Evaporator Coils Replaced. I have contacted ******* after reading they have known these units are faulty to discuss some reimbursement for some of the ***** I've spent in repairs.

Desired Settlement: I would like ******* to replace the evaporator coil in the third unit because it will certainly fail. And, I would like them to reimburse me for at least the labor to replace the* that already failed.

Business Response:

Dear *** ******* 

Thank you for contacting ********* ******** ******* ********. We sincerely regret the difficulty you have experienced. We make every effort to manufacture products of only the highest quality. ********* 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************ 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 ******** ******** ***** ********. With a ******** ******** ******* ****, you would have had your choice of******** ********* or even up to ******** (compressor only) of worry-free comfort without the unexpected cost of replacement parts or labor expenses should your ******* brand equipment require covered service. If a covered repair was needed, an ********** ******** ****** would respond promptly and make repairs with quality ******* brand parts. The ******** ******** ******* ***** are available for purchase for up to ** ****** 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.

 

With this said, I do believe we can come to a reasonable resolution. Please look for *******'s resolution proposal sent to the email address we already have on file.

 

Sincerely,

 

**** ******* ******** ******* ******** *******

 

8/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I built my home * years ago and the ** that I Hired used Goodman equipment as far as cooling and heating system . All summer this year and I had problems with the AC as far as leak issue as I was told by 2 different Goodman service contractors. finally the problem was diagnosed as a common issue with this type of equipment identified as evaporator coil. I was told that this issue is a major problem as it exists in all equipments that was made between **** and **** and it requires replacement of this evaporator coil. Since my unit is still under warranty all I had to pay for was the labor.i was told by the repair company that I hired that Goodman should have issued a recall on these equipments but decided not to as the cost would have been extreme. I contacted Goodman service department and tried to get them to take care of the labor fee and refused as it is not covered under warranty. I understand that labor is not covered in normal issue but when the problem is identified as a common issue in an equipment that is less than * years old I feel that Goodman should have repaired it on their expense not mine. I have documentations for this issue and all I am requesting is a reimbursement for my total damage which was $******. Thanks.

Desired Settlement: Reimbursement of what I had to pay to replace this defective part of $******.

Business Response:

Dear ***** *****,

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. If a covered repair was needed, an Authorized GoodCare Dealer would respond promptly and make repairs with quality Goodman brand parts. 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 full reimbursement of labor for a failed part without this coverage would not be a fair business practice to the thousands of homeowners who have paid the upfront costs to protect their investment.

In order to further assist you, we will require some additional information.  Please provide the following information and attach it, along with a brief explanation of your request. You may also fax invoices to ************.

 

  1. Model/Serial number for EACH unit you have installed.
  2. Name/Phone number of the heating and air conditioning company servicing your equipment.
  3. Any invoices showing what you have paid in service calls.

Sincerely,

 

**** *******

Manager, Goodman Consumer Affairs

 

Consumer Response:

Thanks for the response. I have responded to the email that I received from Goodman's Consumer Affairs and have submitted all the invoices that they requested. The only action that is acceptable to me is for Goodman to reimburse me the money for repairing their defective part. Until this happens this complaint will not be resolved

Thanks for your help.

Regards,

***** *****


 

 

7/26/2013 Guarantee/Warranty Issues
7/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The human affairs department with Goodman Manufacturing is a complete joke and a waste of time. My wife and I have resided in our new home for four months, and the very first time we turn on the AC, it does not work. It turns out, the coil in the exterior unit (a Goodman product) was replaced last year after only two years of operation! It had a leak, that was easily fixed. We turned it on again and discovered that the INTERIOR unit's (a Goodman product) coil is now bad! Goodman is "gracious" enough to replace the part, however we are stuck with the $1100 bill due to the collateral damages done by the coil going bad (again, after only 3 years of operation. Goodman claims to have a review process, yet after 14 days of battling them over the phone they have yet to respond. I have made numerous calls to one of their associates, left voicemails, and even had other agents leave him written messages and he is either deliberately ignoring my calls or is too inept at his post to proactively handle Goodman's clients. It would be one thing if I was overly rude, or completely unreasonable over the phone, but I feel I have acted courteously to the representative only to be ignored and treated poorly. This is not an appropriate way to handle issues with products that have only been in operation for three years, let alone a client who had no choice in the provider of such low-quality products and services.

Desired Settlement: I would like Goodman Manufacturing to completely cover all repair costs for the replacement of an obviously faulty coil line that they installed in their units. If that is too much to ask, then I request that completely remove their system from my residence (at no cost to me) and I will pay for someone that I know will provide me with a quality product and the service that I need.

Business Response:

I apologize that you feel you received poor customer service from my department. I would hope that we can improve upon this relationship moving forward. The serial and model number associated with this claim references a product where the owner is not the original homeowner. The 10 year warranty for these products are only applicable to the original homeowner as stated on the warranty card that comes with the system.

"To the original registered owner and his or her spouse (“owner”), all parts are warranted for a period of 10 YEARS or for so long as the owner owns the home in which the unit was originally installed (whichever ends first), except as provided below.

However, this warranty applies only if:

1) The unit is installed in an owner-occupied, single family residence, and

2) The unit is properly registered with Goodman online within 60 days after the original installation. To register, go to www.goodmanmfg.com and click on the word “Warranty” located on the left side of the home webpage. Next, click on

the word “Product Registration” located on the left side of the Warranty page and follow the instructions.

Failure by California and Quebec residents to complete the product registration form does not diminish their warranty rights.

• If the above warranty does apply, then all parts are warranted for a period of 5 years."

With this said, I would be happy to look at the case to see if there are any repetitive issues with the system that may, or may not, result in any offer above and beyond the standard warranty. We have been actively (as recent as today) trying to get information from the installer *******. To further assist you, please provide supporting documentation of any and all service charges. Please note that even the original homeowner did not qualify for any labor, refrigerant, or unit replacement coverage. Only the cost of the part would have been covered.

This information can be sent multiple ways:

  • Attached on this BBB email
  • Mailed to my office at Goodman Manufacturing, CC: Consumer Affairs Department, **** ******** ****** ******* ***** *****
  • Faxed to my direct line at ###-###-####
  • Emailed to ****************************

I may also reached by phone at ###-###-#### ext#****.

Sincerely,

 

**** ******* ******** ******* ******** *******

 

Consumer Response:

Better Business Bureau:

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.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ******** *** *******,

   First of all, thank you for your quick response to my complaint. It is very unfortunate that I felt the need to involve the Better Business Bureau (BBB) in order to obtain information from someone from your company. I am a civil person, and merely desire communication throughout this frustrating process. My contact with your Human Affairs Deptartment, **** ********, has been little more than one-sided phone tag, and I was forced to perform his function of obtaining the required information from ******* (which took me five minutes to do).

   I have attached all the documentation that ******* has on file for my address: **** ********** **** ***** ** *****. I hope it is all that you require to make the right decision, and I hope that it will be remedied quickly.

   Again, I apologize for the manner of this communication, but I am hopeful it will be resolved shortly.

 

 

Business Response:

Mr. ***** ********,

I have reviewed your case as well as the recent repair on ******, and decided to make an offer. While you are not the homeowner that purchased the home and you do not have a labor warranty, I do see a history of failure that would constitute some consideration for reimbursement. Please keep in mind that full labor reimbursement is only offered for customers that purchased an extended labor warranty. Even with a labor warranty, the homeowner is still responsible for any service calls and refrigerant cost.

Please see the attached offer. Once I receive your signed offer letter, I will process your check immediately. You can attach it here, fax it to ###-###-####, or mail it to:

Goodman Manufacturing

 

7/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I moved into our NEW home in ********* ** ****. In ****** ** **** the compressor went out in our brand new air conditioner. Goodman air conditioning and heating covered the part and the labor. In **** ** **** The compressor went out again. Goodman coverd the part and the labor. In **** ** **** The compressor went out again, that is when goodmand decided that they would replace the whole unit. The new unit and the labor they covered. In **** ****, the compressor went out in the new unit. Goodman covered the part and the labor. Now here it is **** ****... no suprise, the compressor went out AGAIN. Now Goodman air conditioning and heating will cover the part only. To me that is not right. It is not my fault that they sell fulty equipment. They are now wanting to charge me****** for labor... labor that I wouldn't have to have had thier product not been fulty. They promised that this time they would send out a ******** ******* (yeah after * years of messing with this same problem)to check our unit our to see why it might be blowing compressors. After a **** of arguing they actually have someone coming out today. I had to work at that just to make them keep a promise to me. This whole situation is running on and on. I am so tired of trying to be nice to these people... They keep giving me the run around and they don't want to take the heat for THEIR fulty product! I keep asking the simple question... Why would you pay for the Labor all these ***** and now all of a sudden you wont? It's not right, nor is it fair. Yes, they do have to keep paying for the labor and the part, and I understand that they are taking a direct hit form that monetarily, BUT, they should! It is their product! If they had ever been worried enough about it before to send someone out maybe we wouldn't be in this situation today! I keep asking everytime I call for the**** ***********... I can never get anyone other than the normal people I always talk to! This is for the*****. i need someones help with this Co!

Desired Settlement: Someone to come out and look at the unit which will be done today ******, the replacement compressor and the labor to be paid by the company that sold ***** equipment

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** ******

 

I am only ok with this now because I know the company is in the wrong. We had an additional ********* come to our home and check everything out. Since we knew that Goodman was just looking for anything for it not to be their problem. The ********* said everything looked great. Sized the house again and we now have a unit, that works... that the company guarenteed it for *** *****. So. I know that it is right and they made me feel comforatable with the situation. Funny the *** that installed the new unit said well, this is the same size unit s you have. I kinda thought it might be. So Thanks for being **** to your customers expecially when you were in the wrong. I will be sure to tell everyone that I know in the area the kind of business you partake in. Thank you.

7/20/2013 Problems with Product/Service
7/12/2013 Problems with Product/Service
7/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Goodman Air Conditioner 4 years ago for about $7500. Yesterday it stopped working and I had to pay $750 to repair it. An air conditioner that cost $7500 for a home should not break down after 4 years unless it is a poor quality product.

Desired Settlement: I would like the refund of $750 for fixing the air conditioner or have it replaced with a new air conditioner that will last.

Business Response:

Dear ******* ******, 

 

Thank you for contacting Goodman 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. 

 

We would be happy to review your case to determine if Goodman would consider any labor reimbursement as a result of multiple or abnormal failures. Please submit to our office all copies of invoices from the install to the services of the Goodman product, along with serial number(s). You may attach them on this site or email to *************************** or fax to ###-###-####.

 

  

If you desire additional assistance, please contact our toll free line at: ###-###-####. 

 

Sincerely, 

 

******** *******

Manager, Consumer Affairs 

6/30/2013 Guarantee/Warranty Issues
6/19/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This companyis refusing to honor the manufacturer's warranty.

Desired Settlement: I would like the company to honor it's ten year warranty and replace this deffective air conditioning system.

Business Response:

Goodman Manufacturing Consumer Affairs has reviewed the details of this case, and determined that the products in question are out of warranty. Attached is a copy of the limited warranty supplied with the products. The warranty clearly states that the products must be registered online within 60 days of installation to qualify for a 10 year parts warranty. See below:

 

"To register, go to www.amana-hac.com and click on the word “Warranty” located on the upper right side of the home webpage. Next, click on the word “Product Registration” located on the left side of the Warranty page and follow the instructions. Failure by <st1:state w:st="on">California and <st1:state w:st="on"><st1:place w:st="on">Quebec residents to complete the product registration form does not diminish their warranty rights.

If the above warranties do not apply, then all parts, including the compressor, are

warranted for a period of 5 YEARS"

 

The homeowners did not follow the registration policy, and the standard 5 year warranty expired in August of 2012 based on the manufacturing date of the unit. Furthermore; the homeowner had originally requested for Goodman to cover labor and to replace the products. Even with product registration, the warranty does not cover any labor coverage or unit replacement coverage for the described parts that have failed. The limited warranty only covers the cost of the replacement part.

As a measure of good faith, Goodman is willing to go above and beyond the warranty of the products. If accepted, Goodman is prepared to extend out the expired warranty for a period of 30 days in order for the products to have any failed parts replaced. Again, the original warranty does not cover any labor or unit replacement coverage. This is a part only warranty as described in the attachment.

 

Sincerely,

 

**** ******* ******** ******* ******** *******

 

Consumer Response:

The offer is rejected based on several factor's. 1 the authorized ***** dealer that installed the unit; (****/ ***) representatives of ********** l stated all necessary paperwork and registrations were taken care of by the company and I did not need to take any additional action. 2  I also later found out that the proper permits were not pulled by this installation company; ( *** ********). 3 the problems with this unit began within 6 months of the installation of this unit.  That is when and how we found out about the permits. 4  I have paid out of pocket for all of the repair and service calls made on this unit. *** ******** would not resolve the issues and I have had several companies try to help me resolve the issues. I have spent this last 5 years trying to get this machine fixed so that it would work properly. 5 The parts that have had to be replaced have broken down so many times it has taxed all the parts of the machine to the point that it is no longer capable of working efficiently. Example: we replaced the coil 3 times, once with a supposed new never fail model that failed. I believe this entire air conditioning system to be faulty and would like it replaced. I purchased this system with the premise of a ten year warranty and belief in the good standing of this company. I have also had to replace the puron several times which I have paid for out of pocket.   Sincerely, ***** *****

Business Response:

Goodman has offered to cover the cost of the failed parts by extending out an already expired warranty. This is above and beyond the guidelines outlined on the warranty certificate regarding unregistered Goodman products. 

Goodman does not employ any installers or service technicians. The representatives from Air National are independent contractors licensed by the state. Goodman can not govern nor take responsibility for the independent contractor's sales and installation policies. Goodman does recommend to all of our independent contractors that they either register the products themselves, or educate their customer on the process.

Regardless of registration, these units never would have been covered by any unit replacement warranty for these specific parts.  Furthermore; None of Goodman's standard warranties cover any labor, as they only cover the failed part replacement.

The originator of this complaint stated that Goodman was not honoring the manufacturer's warranty, when the fact remains that no coverage exist as the warranty has expired. Goodman has taken into consideration the various failed parts, and is willing to extend out the expired parts warranty in order to offset the costs of the parts. Goodman will not consider a replacement system, but in an effort to resolve this matter Goodman will offer a one time concession of $400. This offer is to further offset homeowner costs due to a failed part.

If the offer is accepted, Goodman will extend the warranty out 30 days, and provide reimbursement once the homeowner sends in the invoices for the necessary repairs.

Sincerely,

  **** ******* ******** ******* ******** *******

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I need the business to advise where and to whom they would like the invoices to be sent.

Regards,

***** *****


 

 

6/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On ******** an ***** ************ heating/air conditioning combo was installed at my home. The 1st time I needed to use the ac was *******. It was blowing hot air. My contractor came out on *******. He checked it out, then called the 877#, he was transferred to the Technical Department. He advised ***** ****** of the problem & also that the wires are not plugged into the prongs(everything inside the unit is suppose to be plugged in correctly before shipping, so this is a red flag)He plugged the prongs in & still didn't have cold air. ***** said he was going to send someone out. Then he changed it & said for my guy to go get a reversing valve. I filled out an outline complaint on ******* & ******** ********* answered it. The same day I called & spoke with ***** ********(Warranty & Consumer Affairs *******) Told her unit has a defect, want a new one. She said couldn't have one; need to have part replaced that her guy said. I asked would if still doesn't work. She said then my contractor needs to troubleshoot some more & then go get the other part that is needed. Since parts are under warranty she doesn't seem to get it. If my contractor replaces a part on this new unit, & it still doesn't work or something else goes wrong, they are going to say he did it. All along it has a defect & their quality control department pushed it though. Also this is a very laboring job, she said she will pay for (part )of the labor. Took her info, & told her she will be hearing from me. Called and spoke with ***** ******. He won't admit to defect either. Said he will look into & have someone call me back. Sent ***** email, want new unit. Other that, have someone from HER company get the part & replace it (with no expense to me) and I want this all resolved by *******. She left me voicemail ******** That can have someone come out but they don't work for her company. Too many red flags, the very 1st time I use the ac it doesn't work, means it has a defect. You shouldn't have to replace a part on a brand new unit.

Desired Settlement: I want a new heating/air conditioning unit(like the one I have). However, I want all the components on it to be working properly. I want this resolved within the next 14 days.

Business Response:

To whom it may concern,

This email is in regards to complaint # *******.

On ********* Goodman spoke to *** ****** ***** regarding a service call from our technical representative. The technical representative was not available until **** ***. To expedite the process Goodman agreed to allow *** ***** to choose a technician and Goodman agreed to pay for the service call. 

On ********** a technician from **** **** ******* *** *** *********** evaluated *** ****** system. Upon evaluation the dealer came upon a few installation issues and corrected the problems.

*** ***** is currently satisfied with the resolution and the unit is in working order.

We respectfully ask for the closure of the complaint as resolved.

We appreciate your allowing us to respond to this matter.

Thank you,

******** *********

 

 

 

 

6/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased the new townhouse built by ******** homes on 11/**/2007, with Goodman system installed by the builder. We were not told that we need to register online specifically for the Goodman system and have 10-year warranty on the indoor air handler unit as the original owner of the house. Recently we noticed (again) water dripping onto the floor under the air intake with AC on. I found the base of the indoor evaporator coil(copper tubing) severly rusted and corroded. The problem was first seen on 7/**/2012, and refrigerant was added by a technician. We called a technician again on 5/**/2013. The technician detected leakage of refrigerant at the base of the evaporator coil, which was rusted and corroded. It is clearly a defect of the material and workmanship causing the rust, corrosion and refrigerant leakage at the evaporator coil. I called Goodman Consumer Affairs on 5/** and complained the rust, corrosion, and leakage. The representative told me she will escalate to her supervisor and get back to me. I have not received any response so far.

Desired Settlement: I would like the evaporator coil part replaced. Goodman provide the part to me, and I will hire a Goodman dealer/technician to install and replace.

Business Response:

We asked Mr. *** to send in copies of his invoice for the repair to his unit. We have received the invoice, and as a measure of good faith we have extended Mr. ***'s warranty  for 30 days to cover the cost of the repair.

**** *******

Manager of Consumer Affairs

Goodman Manufacturing

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me. 

THE BUSINESS IS NOT COVERING THE REPAIR COST, RATHER, IT COVER THE DEFECTIVE PART ONLY.

THANK YOU BBB HOUSTON, AND PLEASE CLOSE THIS ISSUE.

Regards,

*** ***

 


 

 

6/3/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a goodman 3 ton heatpump condensor in janurary of this year, within a few weeks the defrost circuit board went bad, then just a few weeks later the compessor unit went bad.goodman gaurentees a 10 year part warranty on these parts, i registered it correctly on their site, and now goodman isn't honoring this warranty, trying to say i purchased it online..this unit was bought brand new in janurary, the system was put in by a professional heating and cooling company that has been in business 35+ years! goodman has no excuses for not warranty these parts and the labor costs to fix them, especially when then unit is less than 4 months old and wasn't used even for a month.they also have advertisments online telling people about a care package available after the first year of ownership stating that people can buy coverage after the first year that will cover labor and parts problems, this shows admittance to them being responcible for these problems for the first year atleast.if goodman manafacturing cannot make reliable heating/cooling unit, and be honorable people and stand behind their product, why are they even in business? especially when their products are installed correctly by trained professionals who sell their products daily?i spoke to a representative this morning named amy and she was very rude with me stating i had bought this online when i never did, i bought this from a wholesaler, and once i find the reciept i will gladly upload it here to whomever.i reccomend no one buy anything from goodman period! they refuse to warranty stuff thats not even 4 mths old, how could they honor stuff 0 years old? everything they promise and lie about is a farce.

Desired Settlement: i want this product fixed and running, i didn't pay thousands of dollars to not have a brand new part not work at all and have problems like this out of it. goodman should realize they sent out a piece of scrap metal, and should cover the expenses and parts.

Business Response:

To Whom It *** Concern:

On *****  Mr. Adam ******* contacted our consumer affairs division.  Goodman contacted his contractor who indicated that he installed the unit; however, he was not aware at the means that the homeowner obtained the unit.  He did indicate that he had provided a previous estimate including the unit earlier.

On ***** , Goodman manufacturing informed the homeowner that since the unit had not been purchased by the contractor and the homeowner would not provide proof of purchase for us to verify purchase that the warranty would be null.  It is assumed that it was an internet purchase which is designated on both the warranty contract and the company website that this nullifies all warranties as Goodman would have no knowledge of the source of the purchase.  Additionally, Goodman recommended that the homeowner obtain information from whom they purchased the unit the sellers warranty.

On *** Mr. ******* contacted Goodman consumer affairs to inquire on warranty.  As his previous call was noted that it was an internet purchase, the agent explained that the warranty would be voide unless he could provide an invoice for purchase so that Goodman could validate the unit.  He refused and refused to provide information on the wholesaler that he purchased the unit from.

On *** , ****, Mr. ******* filed his case with the BBB.

On *** , ****, Goodman contacted Mr. ******* again to provide proof of purchase of unit and again he refused.

Please see attached Goodman's documentation regarding internet sales.  Unless the homeowner can provide documentation regarding his purchase, we have no choice but to deny any warranties on this product.

Regards,

 

******** **** ******** ** *******

Consumer Response:

Attached is a pic from the goodman website proving my unit is covered by the warranty, it's actually suppose to be for 10 years, but i would be more than staisfied if they would just honor the 5 year one as stated in the pic above from their website.

This company has literally 1 complaint a month filed against them as proven here at the bbb website due to goodman not standing behind their products.

This unit was purchased correctly, installed by a certified goodman installer, and they still refuse to warranty this product.

They even stated they "Assumed" it was purchased through the internet, I didn't know assumptions where considered as fact here in this matter. Goodman is doing everything they can to worm their way out of replacing something that would cost them less than 200 bucks in parts and labor, where as it would cost me 1000 more than likley, this product was brand new, not a scratch on it, the installer can verify that..

Goodmans whole reason as to their "internet void setup" is supposidly to protect the consumer from dangers of harm due to inapropriate installation, i agree it's not goodmans fault if the system was put in by a non professional, or just anyone, but my system was, and i have proved here that i followed goodmans guidelines and they still refuse to honor their products.

I really sincerly hope that the bbb will look at this case closely as well as look back at all the previous cases that have been brought up on goodman and see what goodman is doing to people that are buying these products in good faith and trying to just get what they paid for and not a big run around.

Whats next? will goodman assume i didn't have it installed by a real professional, will i have to prove that also?

 

Business Response:

To Whom It May Concern:

 

On *** ** ****, Goodman Manufacturing emailed Mr. ******* the attached formal request to assist him with his warranty.  Goodman is willing to accept any documention of payment of unit including from whom it was purchased or the phone number of the wholesaler that they consumer purchased the unit from in order to assist the customer with his warranty claim.

 

Regards,

******** ****

******** ** *******

 

 

 

Consumer Response:

Attached is a email from *** ******** in which *** works at a company that sells Goodman products online, he told me over the telephone (i have it recorded on a voice recorder if needed) that Goodman warranties anything they send in and that they sell products all the time on the Internet, all they ask is people have a professional install it.

I did everything correctly by Goodman standards, the until was brand spanking new with not even 1 scratch on it, the until was installed by a professional Goodman dealer/installer named Howard heating and cooling of ****** KY, who have done hvac work for 25+ years, and now i am proving Goodman does honor warranties through products sold online. even though mine was not.

Also i am currently trying to get a copy of my original receipt to upload to prove Goodman wrong and also i am going to upload the voice recording of the conversation between me and Mr ******** proving Goodman is lying about covering online deals and equipment purchased online.

Attached is a screen shot of the warranty Goodman web site shows i have on my unit, as well as proof i have spoken with Mr ******** and his contact info, again i will try and upload the conversation within the net few days.

Regards,

 

Consumer Response: Better Business Bureau: 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. For your reference, details of the offer I reviewed appear below. Attached is a email from *** ******** in which *** works at a company that sells Goodman products online, he told me over the telephone (i have it recorded on a voice recorder if needed) that Goodman warranties anything they send in and that they sell products all the time on the Internet, all they ask is people have a professional install it. I did everything correctly by Goodman standards, the until was brand spanking new with not even 1 scratch on it, the until was installed by a professional Goodman dealer/installer named Howard heating and cooling of Harlan KY, who have done hvac work for 25+ years, and now i am proving Goodman does honor warranties through products sold online. even though mine was not. Also i am currently trying to get a copy of my original receipt to upload to prove Goodman wrong and also i am going to upload the voice recording of the conversation between me and Mr ******** proving Goodman is lying about covering online deals and equipment purchased online. Attached is a screen shot of the warranty Goodman web site shows i have on my unit, as well as proof i have spoken with Mr ******** and his contact info, again i will try and upload the conversation within the net few days. 

Business Response:

To Whom It May Concern:

 

As of *** *** ****, Goodman respectfully requests that the homeowner provide the phone number and name of individual that is quoting the Goodman Manufacturing warranty in order to provide assistance to the homeowner.

 

Regards,

******** ****

******** ** *******

5/26/2013 Problems with Product/Service

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