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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 16 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 192 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

192 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 0
Delivery Issues 1
Guarantee/Warranty Issues 49
Problems with Product/Service 142
Total Closed Complaints 192

Additional Complaint Information

Attention:   

Consumers can contact Michelle Jack 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. 

Additional Information

top
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. Michelle Jack, Director of Service Mr. Rex Anderson, Director of Communications Mr. Adam Galando, Consumer Affairs Manager Ms. Michelle Weatherly, Consumer Affairs
Contact Information
Customer Contact: Mr. Adam Galando, Consumer Affairs Manager
Principal: Ms. Michelle Jack, Director of Service
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

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

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    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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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (713) 263-5064(Phone)
  • (713) 263-5989(Phone)
  • (913) 263-5862(Phone)
  • (937) 890-9291(Phone)
  • (713) 586-8059 (Fax)
  • (713) 863-2382 (Fax)
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Additional Web Addresses

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Complaint Detail(s)

10/27/2014 Problems with Product/Service
10/27/2014 Problems with Product/Service
10/23/2014 Problems with Product/Service
10/14/2014 Guarantee/Warranty Issues
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
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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 # ***********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

***** *******
 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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
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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 
******* *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

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





 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

 

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

 

**** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.  



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

 

**** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

+

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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  

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.  

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

 

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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,

 

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

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,

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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,

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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,

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments:  Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

11/2/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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,

**** *******

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

BBB Comments: BBB determined the company made good faith and reasonable offer to resolve the issues, but the consumer did not accept the offer.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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,

**** *******

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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,

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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.

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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.

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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. 

 

  

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

9/1/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company assumed resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB

8/26/2013 Problems with Product/Service
8/23/2013 Problems with Product/Service
8/22/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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,

****** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

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,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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,

 

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/26/2013 Guarantee/Warranty Issues
7/22/2013 Problems with Product/Service | Read Complaint Details
X

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

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 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/17/2013 Problems with Product/Service | Read Complaint Details
X

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,

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

 

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

*** ***

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2013 Problems with Product/Service
5/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a heating and air conditioning unit on 10/07/2010 and have had nothing but problems with the heating unit since it was installed. I have had over 7 service calls and still the heater is not working properly. Every time the service call is made a different part is repalced.I have sent 2 Emails to this company and they refuse to respond to work out any time of settlement.

Desired Settlement: I would like the heater replaced, the warranty extended to cover the replacement and the money spent on service call reimbursed.

Business Response:

To Whom It May Concern,

On 3/6/13 Goodman attempted to reach the customer ******* ******* regarding her concerns of the product.

Specific information is required to properly evaluate the customers' concerns:

The model number and serial of the indoor and outdoor unit is required.

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

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

Regards,

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


 

I have no record of any phone call or EMail from the business on 3/6 or any other date.  I will supply you with the model # of both the heater and air conditioning unit.

Consumer Response: Here is the information that was requested: Heater Model#************ Serial# ********** Air Conditioner Model#*********** Serial# **********

Consumer Response: response to your EMail there has been more than 2 service calls on this unit. It is too early to tell if the unit is working properly because the weather has warmed up. You have not mentioned anything about reimbursement for the numerous service calls or the extension of the warranty or replacement of the unit.

****** M ******* ******************* -----Original Message----- From: ***** ******** <**************************** />To: *********** <******************* **Cc: .com ********** ******** <***************************** />Sent: Thu, Mar 14, 2013 10:18 am Subject: BBB Case # ******* This email is for ******* *******. I am following up with you on your ************ (Serial # **********). I have been in contact with your contractor, **** ******* and he provided me with the serial number of your unit so that we could perform research. We were able to see two claims with several parts that were replaced. It is my understanding that your unit is now functioning; however, I did want to reach out to you to see if I can be of more assistance to you. I did leave a message on 3/11 and 3/13 at ************; however, I have not received a call back. If you would, please call me at my direct line ************. If you are not the intended party for this email, please notify me. Thank you, ******** Director of Service, Goodman Manufacturing************

Business Response:

To Whom It May Concern:

****** M ******* has been in contact via email requesting reimbursement of service calls, extension of warranty or unit replacement.  Goodman has discussed unit with **** *******, original installer and current servicer "Servicer", who has indicated that unit is currently operating.

Goodman has reached out to distributor to engage technical person to discuss unit with Servicer to provide a better understanding of the unit and issues.  Goodman research serial number provided by Servicer and found two claims on current unit where parts covered under warranty was paid to distributor.  Additionally, current limited warranty does not expire until October 5, 2015.

Goodman has left two messages consumer's phone number in attempt to discuss the unit.

 

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,

******* ******* 


There has been more than 2 service calls on this unit.  I can remember at least 6 and every time a service call was made I had to pay between $60.00 and $100.00.  I believe because of a faulty heating unit that a reimbursement for the service calls should be made by Goodman Mfg. Co.  

I don't know if the unit is working properly because the weather has warmed up and the heater is not currently running.  If I do have more problems with this unit now or in the future than it should be replaced.

Consumer Response: I don't know how the service agent can say the unit is working. It is going on 3 years old and as soon as 1 problem is resolved than another problem develops. I am persistent that Goodman Mfg. Co. should be reimbursing me for the service calls. I notice that they say 2 service calls were made when in fact it has been at least 6 times, if not more that the service rep. has tried to repair the heater which cost me anywhere's from $60.00 to $100.00, per visit, depending on the length of time that he spent trying to repair the heater.

Business Response:

To Whom It May Concern:

 

On Friday, March 15, 2013, ****** ******* informed Goodman that the homeowner can be reached after 3PM EST, Monday through Friday.

 

Goodman called and left a message on Friday, March 15, 2013 at 4:45 PM EST.  Previous messages were left on March 11 and March 13.

 

Additionally, on Friday, March 15, *** *****, Reginal Technical Service Manager discussed this case with Mr. *******, homeowner's servicer.  The two men called the homeowner to discuss the concerns and left a message.

 

Goodman Director of Service and Reginal Technical Service Manager await verbal contact from customer.

 

Regards,

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

Director of Service

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 contacted the service representative that installed the heating/air conditioning unit on Friday 03/15.  He stated that the last repair that he tried was concerning gas being feed into the heater.  He moved a unit a 1/4 of an inch and he thinks that this was the cause for the heater problems all along.  It supposedly was a misalignment from the factory.   I also asked the service representative why he told Goodman that there were only 2 service calls made and he stated that he did not tell them this.  He stated that he made approximately 10 to 12 calls since the heater was installed.

I will contact the other parties from Goodman on Monday to have a verbal talk with them.

Business Response:

To Whom It May Concern:

 

On March 18, 2013, ******** **** spoke with Mr. ******* after many attempts to reach Ms. *******.  He indicated that he was more available and would assist in this matter.

 

On March 18, 2013, ******** **** provide contact information for Mr. ******* to facilitate discussion with technical representative, *** ***** regarding above referenced case.

 

On March 21, 2013, *** *****, Regional Technical Service Manager, reached Mr. *******, associate of Ms. *******.  They discussed the unit and issues and agreed to meet at 9AM on March 26, 2013 along with the contractor to review the unit.

 

Regards,

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

Director of Service

 

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 did meet with the representative from Goodman Mfg. Co.  There are still issues that needs to be resolved.  NO mention from the company about extending the warranty or any reimbursement for the service calls.

Different tests were taken on the heating unit and than they were to be forwarded to Goodman's engineering dept for review.

Consumer Response: I did meet with Mr ***** on Tuesday. He performed a battery of test and was going to forward them to his engineering dept for further review. There are still issues not resolved namely, the warranty extended and reimbursement for the numerous service calls.

Business Response:

To Whom It May Concern:

On March 26, 2013, *** ***** ******** ********* ******* ****** from Goodman Distribution met the Mr. *** *******, associate of Ms. ******* at the home.  Mr. ***** reviewed the unit and performed a multitude of tests on the unit and these results were documented on a Test Data Sheet.  These tests did not uncover any unit deficiencies and the unit was in working order.  Mr. ***** did determine that there was an airflow issue and that the return duct system was insufficient for the system.  This issue was conveyed to Mr. ****** and to the contractor who installed the unit, Mr. *******.  Mr ******* indicated that he would make the necessary corrections.  Additionally, Mr. ***** discuss the results of the site visit with engineers of Goodman in order to ensure that nothing else was of concern.

 

On April 1, 2013, Goodman contacted Ms. ******* regarding the results.  She indicated that she understood and was still looking for financial retribution for the repeated service calls.  Goodman requested copies of invoices in order to evaluate these expenses.  Ms. ******* indicated that most of the expenses were in cash and that she would not be able to provide these invoices. 

 

On April 2, 2013, Goodman left a message for Mr. ******* to inquire on the improvements to the unit as this issue would cause a failure in the future.  This call has not been returned as of 2:45PM Central time, April 4, 2013.

 

Regards,

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

Director of Service

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,

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


 

 The so called deficiency with the air duct return does not answer the question on why so many parts had to be replaced or does it answer the problem with an error made at the factory on a setting causing the heater not to work properly.

The Goodman Company still has not addressed the issues of extending the warranty nor the reimbursement for all the service calls.  Until Goodman addresses these issues this complaint will never be resolved.

Consumer Response: The so called problem with the air duct system will be addressed but the Goodman Company still has not addressed the request for an extended warranty or reimbursement for the numerous service calls required to replace parts and to correct a faulty factory setting. Until these issues are addressed this complaint will never be resolved. The representatives from Goodman think that only 2 service calls were made when, as a matter of record with the ******* Company, 10 to 12 were made.

Business Response:

To Whom It May Concern:

 

On April 17, 2013, Goodman called Mr. *******, installer and servicer for the above referenced case.  Goodman asked if the air flow issue had been resolved.  He indicated that he had spoken with the homeowner that it would be billed at time and material.  Goodman asked if he provided a quote.  He indicated that he had not.  I asked if he could do so.  He indicated that it would be next week before he could provide this.  He also indicated that he did not charge for all of the service calls.  He said that he only charged for one or two.  Goodman is concerned that until the airflow issue is remedied, this unit will continue to have issues.

On April 17, 2013, Goodman emailed Mr. ******* with the below email and copied Mr. *******:

Mr. *******,

I spoke with Mr. ******* today and he indicated that he will be in contact with you and Ms. ******* as this case is unresolved.  He also informed me that the air flow issue still remains and based on our technical representative, this will continue to cause issue with the unit in the future.

Additionally, I did request copies of invoices to review expenses paid for the service calls; however, Ms. ******* said that these were paid in cash and she did not have any to provide.

Please feel free to contact me to discuss or provide a good time to discuss this issue with you.  My direct dial number is ************.

Regards,

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

Director of Serivce

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 can not believe the Mr. ***** has said that he only charged for 1 or 2 service calls.  Mr. ***** did stop at the house last night and took some measurements and said he would contact Goodman.  There has been at least 5 parts rplaced in this unit and I am sure that Mr. ***** did not do this work as a favor.

As of this morning I have not received the EMail that Goodman is talking about.

I am waiting to hear from Goodman as to their final resolution to this complaint.

 

Consumer Response: I did reply to the last company response and have rejected it. I am waiting for the Goodman Company to contact me at ************ to further discuss the complaint.

Business Response:

To Whom It May Concern:

 

On April 16, 2013, **** ******* indicated that he would visit the site and see what need to be fixed for the air flow.

On May 2, 2013, Goodman requested an update from Mr. ******* regarding this case.

Regards,

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

Director of Service

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 have not heard from the business or Mr. ***** as of 5/3/13.  If you look at the complaints filed against this business, thru the BBB, the business answer to most of the problems has been air flow.  I have not  been advised as to what the work,  that Mr. ***** is suppose to do, will correct.

Business Response:

On May 2, 2013, Mr. *******, the contractor informed Goodman that he could improve the airflow by 400 Cu ft.  This would be at a cost of $600.00.

On May 3, 2013, Goodman requested in writing to Mr. ******* an official quote regarding the work to be performed and the amount in order to review this with Goodman's technical person to ensure that this will solve the issue prior to any approval of funds to be disbursed to Mr. ******* on behalf of the homeowner.  After this time, Goodman will discuss the process with the homeowner as the complaint was filed by the homeowner.

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,

******* ******* 


 

I am waiting to hear from Mr. ***** and the Goodman Company.

Business Response:

To Whom It May Concern:

On May 3, 2013, Goodman requested a quote or some detail to support the $600.00 requested by servicer to improve the air flow to the system as Goodman's technical representative indicated that this was the cause of the failures.

On May 9, 2013, Goodman again requested information to review if this would be adequate to solve the needs of the customer.

On May 12, 2013, servicer indicated that they would provide soon.

On May 13, 2013, servicer provided the service and a break out of labor and materials to perform the function.

On May 14, 2013, Goodman reviewed with technical respresentative who indicated that this should be sufficient to solve customer's issues.

Goodman proposes to homeowner to fund this service in exchange for BBB closure of case #*******.  An official offer letter will be drafted and sent to homeowner for signature and upon completion of service, Goodman will reimburse servicer $600.00 for air flow improvement, which is not part of warranty or manufacture of unit and is offered as a goodwill gesture.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/24/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In response to what I feel are two mistreatments by Goodman Manf., I am writing to open a formal complaint and request redress.
I am very concerned that many have experienced similar grievances, and sincerely hope that Goodman Manf. will reconsider their position on the matters contained herein.

On March 25'", 2011 my air condition unit was replaced under my home owners insurance following a hail damage claim. The unit was replaced by a licensed general contractor, Desert Premier Builders LLC (7150 E Camelback Rd # 444 Scottsdale Az 85251). At the time of replacement I was offered a choice between various units, and I selected the Goodman based on the 10-year warranty.
The new Goodman unit (Model GPH1348M41AB, Serial II 03722078) was installed and we were happy with our selection and the piece of mind such a generous warranty offered.

In the end of March 2013, our Goodman unit failed. **** ******* with ******* ***** (***** * **** ** *********** ** *****) inspected the unit on a service call and quickly determined that the Reversing Valve Assembly, 0 151M000215, was faulty from the factory. He informed me that my unit was not "registered" with Goodman, and that the 10-year warranty would not be honored; instead it would be automatically reduced to a 5- year warranty. He further informed me that the warranty is for parts on!y, which I
comprehend, but that the warranty also would not cover the most costly component of the repair: the Freon.

On Matt's recommendation, I contacted Goodman to dispute the two issues in question:

1) That the 10-year warranty should be honored as commonly advertised, and; 2) that Goodman should cover the replacement of the Freon, which only leaked out because of their own faulty part, and which would not have otherwise been an issue if the part functioned and wore normally.

My first attempt at resolution occurred on April 2nd at lOam, on a call to Goodman's service line at 877-********. I was instructed by a Goodman representative named **** to first complete the service and repairs, and.then have the issue reviewed again by

Goodman. She indicated that they may be able to resolve the two issues favorably, but that the repairs must be completed first. The repairs were performed by ******* ***** on April 2nd, 2013.

My second attempt at resolution occurred qn April 11th at 1pm, on a call to Goodman's service line as Jjsted above. A Goodman service representative named *** informed me that there was nothing she would do for me over the phone, and that my complaint would have to be submitted in writing.

Therefore, I submit this complaint on the two issues listed above.

In  the  case of  the  warranty,  the  only  reason  why  the  much  advertised  10-year warranty would  not  be honored is  a stipulation  in the  warranty  that requires  registration  of the  unit with  Goodman.  Since registration   is  not  generally  required  for hardware  manufacturers   to honor  warranties,  I view  this  practice  as misleading  and  out  of  norm. I  recommend   a review  of the practice  and its effects  on  customer  satisfaction, as  well  as a review  of  its complete    legality.

In the case of the Freon, it is relevant to note that the Freon mentioned represents $420.00 out of the $990.57 repair, or 42% of the cost. It is bad enough that the unit failed from a manufacturing defect  within 2 years of purchase costing me nearly $!000
to repair, which cost represents a significant portion of the average selling price of the unit (per *******, referenced at the date of this letter).

It is even worse that Goodman believes that they can justify forcing the customer to cover the cost of the Freon which leaked out because of their failed part. If the unit had operated properly, the Freon would not have leaked. In my estimation, the Freon loss is entirely and indisputably the fault of Goodman, and must now be reimbursed by Goodman since they refused to cover the cost before the repair was completed. Anything less would be unfair and deplorable treatment.

Attached you will find all applicable documentation relating to the repair work completed. I thank you for your time and consideration in this matter, and look forward to your positive response.

Desired Settlement: See above.

Business Response:

On May 9, 2013, Goodman left message with homeowner. 

 

On May 10, 2013, Goodman spoke with homeowner who requested financial assistance and product registration, which extends warranty coverage period on parts.  As a goodwill gesture, Goodman offered $250.00 toward his expenses and provided registration coverage two years after installation, which is above and beyond the warranty agreement of 60 days after installation.

 

On May 10, 2013, Goodman provided the attached offer letter to consumer to facilitate payment of funds.  Upon signature by compainent and closure of BBB case referenced above, agreed upon funds will be mailed to homeowner.

 

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,

****** *****


 

Concerning a complaint with Goodman, ID *******. Goodman resolved the complaint with me, but has so far failed to make the re-payment that they promised. How do I proceed from here?

 

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

 

Business Response:

Mr. Lyman

I am not seeing a signed copy of the offer letter. I will need this signed before we can process a payment to you. You can email attach the signed copy on the BBB case page, fax it to me at 713-********, or email it to ****************************

Once received I will get a check out to you quickly.

Best Regards,

**** *******

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

Consumer Response:

 

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

Sent: Monday, July 15, 2013 3:57 PM
To: ******** **** *.; drteam
Subject: Re: Concerning Complaint *******

Here is the signed electronic version, thank you.

***

 

Business Response:

Goodman has received the signed offer letter. We are processing the check.

Sincerely,

 

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a GMC 14 seer HVAC system from ****** ********** on 11/18/2008 and paid $9957.00 which included a lifetime manufacturers compressor warranty, a 10 year manufacturers parts warranty, a 2 year manufacturers labor warranty and a 10 year ****** Service Plan. This amount also included duct work, R410A refrigerant, a Media air cleaner, a Vision Pro Honeywell programmable thermostat and an Electric Meter Mizer. The system was installed on 12/1/2008 by ****** Associates. Since that time, we have had several issues with the system and several service calls and expensive electric bills. Here is a breakdown of the charges/repairs:5/14/10 - Complaint: No A/C Resolution: The service tech found a blown low voltage fuse on indoor circuit board caused by a bad outdoor contactor coil. They replaced the contactor coil and fuse and did a A/C tune-up.Charges: $160.00 10/18/10 -Complaint: No Heat (Resolution: Filled refrigerant and made a note to recheck the charge in the spring. They also did a heat tune-up.)Charges: $160.00 2/9/11 - Complaint: No Heat (Resolution: Outdoor unit was not heating. Unit was frozen solid and not defrosting. Tech couldn't do anything until the unit defrosted so he left the unit in A/C to defrost.2/11/11 Tech returned. Unit was mostly defrosted. They added refrigerant.Charges: $345.00 6/15/11 -Complaint: No A/C Resolution: Refrigerant was low. Added more and added HVAC leak seal. Also did an A/C tune-up ****** Billed $350.00 11/21/12 -Complaint: No Heat Spoke with ******. He said the coil was bad and wanted to charge me a little over $400. It took him days to get back to me. He thought the best resolution was to uninstall the whole outdoor unit and take it to his shop to do a full inspection. He replaced the coil and checked for leaks. He had the unit for over a week. When it was finally reinstalled, the unit was short-cycling.We are still without a unit and getting charge drastically high electric bills due to this whole issue.

Desired Settlement: We would like our unit replaced, our Goodman selected service agent and goodman themselves do not want to take any action and in the meantime I am paying $500 a month in electric bills due to having to use my back up emergancy heat. This is the 4 month in a row without any results. This should just be a matter of Goodman sticking behind there product and believeing in what they advertise. The unit is beyond repair according to my servicer and needs to be replaced.

Business Response:

To Whom It May Concern:

 

On 3/25/2013 Goodman contacted ******* ******* to provide serial numbers and invoices so that his case could be researched.  Additionally, he requested new unit.

 

On 3/25/2013, Goodman contacted *** ***** to request a site visit after reviewing the history of the unit having service performed in November.

 

On 3/28/2013, Goodman called Mr. ******* to inform him of the date that a site visiti would be scheduled.

 

On 4/3/2013, a site visit was performed at it was determined that the servicer installed an R-22 valve on an R410A unit.  This was discussed with the servicer who was out at the location.

 

On 4/3/2013, a call was made to the homeowner regarding this error and that they should seek retribution with this servicer as it was their error.  Addtionally, Goodman requested that the homeowner close the BBB complaint as these issues were not due to the manufacture of the unit.

 

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.]

Hello,

The rep has identified the problem so they see it, I hope we can own this and solve it too.  The rep is a goodman prefered rep and they should be qualified to do this.  If goodman will not stand behind there servicers than how does that reflect on your brand of product you sell?  In a culture of accountability we should learn to accept and not point blame or finger point.  Facts are there have been many failures with this unit since installation and many rapairs that have not resolved prior issues.  Once the unit issues are resolved so will this claim.

Regards,

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


 

 

Consumer Response: The unit is still down and when I talk to my service guy he says that he has been waiting on the Goodman Technician to call him back so he can install the identified problem with my unit. This is getting rediculous, I teach Culture of Accountability at my company and this is definetly what Below the Line looks like to me. As a reputible business you should take Accountability for issues and not just pointing the finger. It is Goodmans fault, its the service guys fault. The part that needs to be replaced was apparently pre-fabricated when the New Coil was installed so my service guy wants to make sure that Goodman walks him through exactly how they recommend it being installed. This is starting to remind me of how Toyota blamed everything on the Consumer instead of standing behind there Brand. Thanks, **** *******

Business Response:

To Whom It May Concern:

 

On April 17, 2013, Goodman discussed the case with Goodman Tech Manager and Goodman distribution.  They indicated that the servicer, *****, had communicated with them and that they understood that he would be servicing the unit to replace the part that had been incorrectly installed by his company.

 

On April 17, 2013, Goodman called the homeowner and left a message to see if the service had been performed and if there was anything further needed.

 

On April 18, 2013, Goodman called the homeowner and left another message to follow-up on the message left the prior day.

 

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,

****** ******* 


I had spoken with ****** the Service company 4/15 and they said they were waiting on Goodman to call them with Tech Support to ensure everything was installed and taken care of to Goodman standards.  This is because the valve being replaced was a pre-fabricated part attached to the 2nd COIL that was installed due to the first coil failure.  Goodman is blaming the servicer of a faulty install with the valve when the valve was not even installed by the Servicer and he wants to make sure Goodman approves the new install so the finger pointing does not come back on to him.  I then received a phone call and spoke with a Goodman representative and they had asked me if I would be ok with a different Servicer to install the piece that was faulty and I said I just want my Unit fixed and if that means someone else has to install it so be it but I am not paying for anything more than I already have.  I paid for a service contract and Warranty on this Unit and am not loosing more money than I already have.  They said that was fine and they would be back in touch with information regaurding the install.  This was on 4/18 and I have not heard from Goodman since.  Goodman told me that they were going to call ****** to see what was going on so we could proceed.  It is 4/22 and I have not spoken to anyone since Thursday 4/18 and yet the part is still not installed, I also do not have a voicemail from 4/19.  I was told that the part that was being replaced was already a pre-fabricated part on the coil and ****** was not responsible for the failure and that he knows what he is doing as a servicer.  I am still without heat and air conditioning and this is the most un-professional business conduct I have ever seen from a large global business like Goodman.  I believe a new outside unit should be provided.  I have spent thousands of dollars between parts and extremely high electric bills due to a non reliable HVAC unit, let alone countless days and nights with no heat.  I woke up this weekend and it was 60 degrees in my house due to the weather and again NO HEAT.  How long would you live in a house with no heat?  I could of purchased a brand new unit with all the money I have spent on this un-reliable Goodman Product. 

 

Business Response:

On April 18, 2013, Goodman reached Mr. ******* and he indicated that his servicer had not fixed the issue.  We asked if he would be open to using another dealer and he indicated yes.

 

On April 24, 2013, Goodman's technical representative reached Mr. ******* and it was thought that it was a wrong number. 

 

On April 24, 2013, Goodman reached Mr. ******* and it was the correct number and indicated that someone would be in contact with him to service his unit.

 

On April 29, 2013, Goodman called and left a message for Mr. ******* as to the status of his claim.

 

Thanks,

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

 

 

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,

****** ******* 


Goodman had come out to our residance yesterday and reviewed the system.  I have been informed that they will be fully replacing the unit free of charge.  Once the unit is replaced I will close this BBB complaint.  Goodman said that they have to wait until the weather is not wet and humid but should be replaced in the next week or two.  Any question splease feel free to contact me at ************ thanks.

 

Business Response:

To Whom It May Concern,

On May 9, 2013, Goodman discussed unit replacement with homeonwer.  On May 9, 2013, Goodman began research on extended contract for homeowner.

On May 10, 2013, Goodman replaced unit.

On May 10, 2013, Goodman found no record of an extended contract covering labor for unit.

On May 14, 2013, Goodman received a copy of the warranty record indicating a service agreement as per complaint disclosure with installing dealer.  This service agreement was not with Goodman manufacturing.

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:

We have worked with Goodman and they have replaced the unit based on there findings. We thank them for there work and understanding of what our issues were.

We will be following up with our District Attorney about the Warranty we purchased through ****** when they installed the HVAC system.  W

Again we appreciate all of your help in resolving this matter.

Regards,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 Goodman heatpumps in June 2009. In Sept 2011 the coil,which is located in my attic (not in the weather)rusted out and had to be replaced. Goodman refused to pay any part of the labor. I wrote a letter to you at this time but received no answer. 3 other neighbors had the same problem with their Goodman. These heatpumps were only 2 years old and as you can see this is not an isolated incident. Today 4/18/13 not 2 yrs later the second coil has rusted out and had to be replaced. The total cost of labor for the replacement of these 2 units is $1195 on a relatively new units. I noticed they list they are a member of the BBB on their website. This product they have been manufacturing is defective and I feel they should pay at least 1/2 the cost of labor. The previous heatpump I had lasted 16 years installed in the same place. I know they are aware of a problem with this product. Sincerely, ********** *******

Desired Settlement: I would like Goodman Mfg. to pay 1/2 the cost of the labor on these 2 units, $598.

Business Response:

To Whom It May Concern:

On May 2, 2013, Goodman Manufacturing contacted the homeowner, Ms. ******* regarding her repairs.  Goodman also requested copies of invoices of which details are as follows:

7/31/2011 - Contractor *** *** ******* *** *** ************ added 3 pounds of freon and calibrated unit.  $179.00

9/14/2011 - Contractor replaced coil in 1st unit - $545.00

4/18/2013 - Contractor replaced coil in 2nd unit - $650.00

Goodman is evaluating these invoices as parts were covered; however, labor, freon and other materials were not.  This is in line with our standard warranty; however, as the homeowner has had two failures there may be a goodwill gesture available.  This is currently under evaluation and will be discussed with homeowner.

Regards,

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

 

Business Response:


Dear Ms. ********** C. *******,

This email is in regards to BBB Complaint # *******.

After careful consideration, management has decided to offer, as a Goodwill gesture, $450.00 to assist in the cost of repair of your unit. 

If this offer is acceptable, please sign the attached offer letter and email it or fax back to me at ************. Once we have received the signed offer letter, we will initiate 
the process to issue your check.

Thank you for your time an attention to this matter.


******** *********
Consumer Affairs Admin.
Goodman Manufacturing Company, LP
A member of Daikin group
7401 Security Way
Houston, TX 77040

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,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/10/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: As confirmed by a "leak search" performed by a licensed HVAC company, the coil in my Goodman air handler is leaking freon. The serial number of this air handler (part 14310-05) begins with the digits "0406", which indicates that this air handler was manufactured in June of 2004. I am trying to get a replacement coil from Goodman, as I believe my leaking coil is under warranty. The warranty provided with this system appears to have been produced in 2003 ("Part No. PW-316 Printed in USA 06/03" is printed in lower left corner. Also printed on the warranty is the following, "The refrigerant coil in the ARUF, AEPT, ARPT, ARPF, AWB, AH, AC, ACHP, WMC, WHM, AR and AER is warranted for a period of 10 years when installed in conjunction with a new split system air conditioner or heat pump to which it is properly matched.....". All conditions listed on the warranty appear to be met by my system and situation. Note that this warranty differs greatly from Goodman's more recently produced warranties. I can send a PDF of this warranty if desired. Unit in question is model ARUF042-00A-1, serial # **********. Corresponding outdoor unit is model CPLE36-1A, serial # **********.

Desired Settlement: Assuming that this matter may take some time to resolve, I will likely pay for a new coil in order to have a functioning unit in my house soon. So, I would like Goodman to reemburse me for the cost of the coil only. If we can resolve this issue quickly, then I would simply ask for a replacement coil.

Business Response:

To Whom It May Concern:

On Monday, April 22, 2013, Goodman contacted homeowner, Mr. ********** regarding his warranty.  A copy of the warranty of his outdoor unit was provided in order to clarify the warranty.  The outdoor unit has a 5 year warranty, which has expired.  Only if the outdoor unit had a 10 year warranty, would the indoor also be covered for 10 years if properly matched.  In this case, the outdoor unit did not carry a 10 year warranty.

On Monday, April 22, 2013, Goodman emailed homeowner, Mr. ********** with a copy of his outdoor unit warranty and thanked him for providing feedback, which will lead to training of our agents.

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.

The response/warranty(attached) sent to me from Goodman is not the warranty for my outdoor unit. The warranty sent to me is dated 2005-2006. My outdoor unit was manufactured and installed in 2004. The warranties on my Goodman air handler and heat exchanger are both dated/printed 2003.   I have responded to Goodman, requesting that they send me the warranty for my outdoor unit, which likely has a 2003 date printed at the bottom.
Thank you for your help!

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. The response/warranty sent to me from Goodman is not the warranty for my outdoor unit. The warranty sent to me is dated 2005-2006. My outdoor unit was manufactured and installed in 2004. The warranties on my Goodman air handler and heat exchanger are both dated/printed 2003. I have responded to Goodman, requesting that they send me the warranty for my outdoor unit, which likely has a 2003 date printed at the bottom. Thank you for your help! Regards, ****** **********

Business Response:

To Whom It May Concern:

On April 24, 2013, Mr. ********** alerted our office that they warranty certificate sent on April 22, 2013 had dates of 2005 and 2006 on the bottom and could not be the correct certificate of his 2004 unit.

 

On April 29, 2013, the correct certificate was submitted to Mr. **********. This certificate indicates that the unit was covered for 5 years from date of installation and that this period has expired.

 

Regards,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: During a recent HVAC inspection, my Goodman furnace installed new in 2002, was found to have had a major problem with the heater manifold, allowing carbon monoxide gas to flow freely into the home. Goodman Manufacturing was contacted and was offered all the information needed to investigate this manufacturing defect, and address, and correct the problem with units manufactured with this defect. The companies response has been to deny and ignore responsibility. After only 10 years of operation, three of the five steel manifold pipes have developed holes and the first bend, allowing natural gas and carbon monoxide gas to flow into the heated air stream into the home. This failure would only be detected by a carbon monoxide detector, or an internal inspection of the unit. It is obvious that this failure has existed for many years, and has continued to worsen, undetected. The company has so far offered to send replacement parts, allowing the owner to have the unit repaired at their own expense; however, the distributor they have authorized to do this, has failed to contact us, and no parts or solutions have been offered. This unit has been out of operation now for over a month during the coldest weather this winter! This is a dangerous and potentially deadly failure of a critical component of a home furnace unit, widely marketed and sold to the public as a safe home heating unit. The lack of concern by the manufacturer, about the cause, and potential consequences of this failure to peoples health/lives, leaves me to believe other family's health, are, and will continue to be affected by being exposed, unnecessarily, to carbon monoxide in their heated air.

Desired Settlement: The manufacturer (Goodman) should investigate the cause of the failure, and contact owners of similar units, manufactured with these defective parts, and have them checked for the same failure.

Business Response:

To Whom It May Concern:

 

Goodman Manufacturing is reviewing this case. 

 

Regards,

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

Director of Service

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In***. of **** we had to install a new heating-A/C system. Our old ******** ******** quit after ** years of ********* service. Never once did we have a problem.Our ********* offered to install an***** system that qualified for a $**** *** ******; a new ******** ******** didn't. When spending ***** on a new system a $**** credit sounded pretty good.After a week of waiting for the new system to be installed; it wouldn't start. We finally had to get an ***** rep to come out and determine that the inside and outside units were "not compatible".(This was our first inkling that we had made a BIG mistake!) A "new" unit was brought out and we finally had a functioning system.In****. of **** the system stopped cooling and the installer found that the heat pump was low on refridgerant.(Our second inkling that we had made a BIG mistake). In***.of**** the system quit again. This time it was determined that the coil was bad and leaking refridgerant in several places. (It was also at this time we discovered we had been sold a * year old heat pump! This is NOT what we paid for!) A new coil was to be ordered until we called Goodman to give them information about our *** year "all parts and labor warranty"(and ask why we were sold a * year old unit). It was then that we discovered we would have to pay $*** for shipping the new coil; a $** service call fee and $******** for the refridgerant. Another $*** on top of the ***** system cost (for a * year old unit). The "Warranty" doesn't cover this. We spent all winter running the emergency heat while waiting for this to be resolved, thus doubling our heating costs. We don't feel that we should have to pay these charges; we didn't manufacture this piece of**** and it wasn't OUR fault the system failed.We also didn't pay for a* year old unit! We read some of the reviews of the ***** system online and opted to replace the it with another******** ********. We can't afford to keep putting money into a ****** system.

Desired Settlement: We would like to have the cost of the new Heat pump $*******; and the additional **** for the emergency heat costs refunded to us. The ***** system has shown that it is not************ and will only continue to be a problem.

Business Response:

To Whom It May Concern:

On ********, Goodman called Mr. ******** regarding his case.  He explained the situation and the lack of communication from his ********* *** ***** Services when his second unit did not work.  Goodman requested his *********'s phone number so that research can be performed on the case.  Additionally, Goodman requested the phone number of the ********* that installed the ******** ******** unit to discuss the case.  Mr. ******** will provide that phone number upon finding it.  Goodman also reviewed that based on the serial number beginning with "**" on both the original unit and the replaced unit, that this means that the unit was a**** unit and not a**year old unit as he was led to believe.  Goodman informed Mr. ******** that they would reach out to *** ***** Services and call him after discussing the unit with them.

On********, Goodman called and left a message for *** ***** Servicers.

On********, Goodman emailed Mr. ******** thanking him for the conversation, requested the new ********** phone number, and copies of invoices for his requested funds.

Respectfully,

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

Business Response:

To Whom It May Concern:

 

On ***** *** ****, Goodman reviewed open cases and observed that the case referenced above had been closed. 

On *** *** and***, Goodman received invoices from the utility expenses for the above referenced homeowner.

On *** ****, Goodman received a request from homeowner regarding status of reimbursement and unit.

On *** ****, Goodman sent the below email to the homeowner and did not receive a response.

Mr. ********,

Thank you for your utility invoices and patience.  I apologize for your inconvenience with your unit.  As we were not able to assist you earlier and you no longer have a Goodman unit, I am able to offer you $****** as a goodwill gesture toward your expenses.  I have also included my direct dial number should you like to reach me in person.

Please advise if this is acceptable to you and we will send you an offer for signature.

 

 

This is the most that Goodman can offer as we cannot repair or replace the unit as it has been replaced by another unit.

 

Regards,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: During the summer of 2010, my respiratory condition (Asthma) necessitated my having central air conditioning installed in my home. This service was completed by *** ******, ***** of ***** *** ****** ******* *** *** ************ of Weymouth, MA. The air conditioning unit, model # GSX130361BA, was manufactured by Goodman Manufacturing. After only a few weeks, repairs were made by *** ****** due to a defective component. During the summer of 2011, the air conditioning unit failed once again. Speaking with the original installer,*** ******, he determined that the Goodman condenser coil was once again defective. After forwarding all requested information, followed up by several phone calls and no response from *** ******, I was forced to seek out the expertise of another cooling and heating company, ******* ****** *******, Inc. from Mendon, MA. An evaluation of the unit was completed and it was determined that it was the condenser coil was again defective. A proposal was made for the repairs in the amount of $958.99 The defective part was ordered on June 1, 2012. Upon receipt by ******* ******, it was noted that the packaging was intact, but the unit was damaged. After being returned, the next shipment was received on June 19th. Upon opening the package, it was noted that the incorrect component was sent. Again, a re-order was made. On June 27th, the correct component was received and installed. A letter was sent to Goodman in July requesting reimbursement for the cost of labor. In August, Goodman offered a GoodCare Extended Warranty contract. In response, a letter was forwarded to Goodman in September thanking them for the good faith effort and requesting again reimbursement for the labor cost of their defective component. In December, Goodman sent a letter restating their offer of GoodCare Extended Warranty only. As of yet, this contract has not been signed.

Desired Settlement: I am requesting that Goodman Manufacturing Company reimburse me for the cost of labor ($958.99). The condenser coil was defective when initailly installed and again when it was replaced. I feel the cost of labor is the company's responsibility since the coils manufactured by them were defective. It is my understanding that a batch of coils manufactured in 2010 were defective.

Consumer Response: Not at this time.

Business Response:

To Whom It May Concern:

 

On 8/27/2012 Goodman received a request from ****** **** on regarding GSX13061BA Serial # ********** for $985.99 for labor and freon for out of expense repair on an in warranty product, which is not covered by written standard product warranty.

 

On 8/29/2012, Goodman mailed ****** **** a settlement offer as a goodwill gesture a 5 year Goodcare Labor warranty.  This would cover any future labor costs should there be another incident.

 

On 9/25/2012, ****** **** rejected offer and denied Goodman's settlement offer and requested the full out of pocket reimbursement of $985.99.

 

Homeowner, ****** **** was contacted with a goodwill offer of $300.00, which customer rejected verbally.

 

****** was offered registration coverage, which provided for 10 year parts, 5 years more than her current entitlement and Goodcare labor warranty.

 

On 10/2/2012, ****** rejected this offer and indicated her intent to further her claim in other avenues.

 

On 11/15/2012, Goodman denied her request for $985.99 and reiterated offer of the 5-year labor warranty.

 

Goodman believes that we have made many overtures to assist this consumer and that our documented efforts reflect these goodwill gestures.

 

Thank you,

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

Director of Services

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,

****** ****


While I appreciate the communication from Goodman Manufacturing and did not accept, at that time, the good faith effort of an extended warrantee for parts and labor, I would like to reiterate the reason that I am seeking monetary reimbursement for labor in the total of $958.99.  

Under the Goodman Manufacturing limited warranty, it states that the air conditioning unit is “to be free from defects in materials and workmanship that affect performance under normal use and maintenance.” From the onset, the compressor coil installed was defective. When it was replaced, it failed again. On the third attempt to remedy this situation, ******* ****** received a damaged compressor coil, when returned, the wrong component was shipped. The third mailing was a success and the compressor coil issued was in working condition.  

The underlying problem is the quality of the product, which was defective/damaged on three separate occasions. This is the reason for my requesting monetary reimbursement for labor. The initial cost for installing the air conditioning was my responsibility, expecting that all components of the air conditioning unit were in working order. As Goodman states in their limited warranty, it is the company who is responsible for issuing products that are “free from defects”; therefore, the further cost to re-install the component, I feel should also be their responsibility.  

 Question: Please verify that in Goodman’s response, the “goodwill offer of $300.00, which customer rejected verbally”,  is the cost that I would NOT incur if I accepted the goodwill gesture of a 5 year Goodcare Labor warranty. Is my understanding correct? 

 

 

 

 

  

 

 

 

 

 

 

Business Response:


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

This email is in regards to BBB Complaint # *******. 

After further review, management has decided to offer, as a Goodwill gesture, a 5 year GoodCare Labor Warranty effective until May 19, 2015 in addition to a monetary offer of $300.00 to assist with the cost of repairs.

By signing the attached offer letter, you agree to close your BBB complaint # *******.

If this offer is acceptable, please sign the attached offer letter and email it or fax back to me at 713-655-5842. Once we have received the signed documents, we will process the warranty and claim and mail you a confirmation.


Thank you for your time and attention to this matter.

******** *********
Consumer Affairs Admin.
Goodman Manufacturing LLP
Office: 713-263-5964
Toll Free: 877-254-4729
*****************************.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Local technician and distributor refuse to service equipment under warranty and delayed until warranty expired. Now Goodman refuses to extend warranty to allow proper diagnosis and repair.

Desired Settlement: Extend full parts and labor warranty for one year for summertime climate until an independent licensed contractor can diagnosis and identify issues. Goodman will pay for all labor and parts to repair system to as designed/efficient operation.

Consumer Response: Hello, the issue is not with the technician but with Goodman directly the market place was the extended warranty purchased through Goodman. The technician had nothing to do with that. The policy numbers of those contracts are on the original complaint. I also have several letters back and forth from Goodman highlighting the contracts. Please reopen and escalate this complaint. Thank you. *****
 
Sure, they are ********** ********** These number were provide directly by Goodman representative ******** ********. Thanks. *****

Business Response:

To Whom It May Concern,

On December 18, 2012 Goodman tried reaching the homeowner regarding his concerns. Also, we have requested  the specifics from the distributor.

Once we have reviewed the case we will address the customers' concerns expeditiously.

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

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

Regards,

***** ******


 

 I have had no contact from anyone.

***** ******

Consumer Response: No updates have not heard from anyone.

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,

***** ******


 

 There has been no contact from anyone. *****

Business Response:

To Whom It May Concern, 

On December 3, 2012 Goodman mailed a letter to Mr. ***** ****** denying his request for a unit replacement. The written warranty coverage offers the replacement of a failed part for a new one. A part failure does not constitute a unit exchange or an extension of the limited or extended warranty. On December 13, 2012 Goodman mailed Mr. ****** another letter outlining the specifics related to his request for a replacement unit and or the extension of the warranty coverage. The following addresses the customers concerns and was mailed to him: The area distributor (**** ******) communicated with Mr. ******’s chosen technician regarding any issues with the Goodman product.
  • According to the technician the part required to repair the unit has been replaced.
  • The distributor in the area denied the request for the unit(s) exchange.
  • ***** ****** purchased an extended labor warranty (see attached). A request to extend the labor warranty complimentary is denied.
  • The written parts warranty is expired and the heat exchanger is the only remaining part covered by the limited parts warranty.
 Goodman thoroughly reviewed the customers’ concerns and requests and believes that the written part warranty coverage is applicable. Pursuant to the terms of the written warranty Goodman cannot extend the warranty coverage on this unit.  We humbly ask that this case be reviewed by administrative for closure. 

Thank you,         

**** ******
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.

The letter(s) they reference are why I was forced to open this very dispute, the root cause is denial of service, not from anyone local but from Goodman directly. A stall tactic was used to delay any service until after the warranty expiraton date and then service was denied as the date had passed. This is why I have only asked for the warranty period to be extended until the system can be properly diagnosed and repair/replacement be made at their expense. Please escalate this claim.


Regards,

 ***** ******


 

 

Consumer Response: In addition, I also wanted to point out in their letter they claim that I chose a technician, the fact is they chose a technician as none of the technicians on their own website wanted to do the work as I was told they are famous for not paying for their warranty work. This is why I have asked or a licensed independent technician to give an honest non biased opinion. They cant do that without extending the warranty. What harm is there if they are so confident there is nothing wrong with the equipment what's the risk in extending the warranty? It is very obvious they realize the issue and simply do not want to stand behind their products. I do not accept their response. ***** ******

Business Response:

To Whom It May Concern,

Goodman intends to stand by its written warranty pursuant to its terms.

Unfortunately, we have not been able to confirm any allegation that the distributor or dealer was trying to postpone working on the unit until the warranty had expired.

If Mr. ****** is stating that his unit cannot be evaluated until the temp.changes we will gladly document the information and extend the warranty to replace the failed part of the unit. However, Goodman cannot extend the warranty for another warranty term. We will extend the warranty 30 days after the inspection of the unit in order for the parts warranty to  be filed.  This extention will not include an extention of labor coverage.

The warranty manager of Goodman has denied the request of the labor warranty.

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

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

Regards,

 ***** ******


 

 Hello, we are making process, I am only asking for an extension of warranty until the problem is resolved, 30 days after diagnosis during a warmer climate is sufficient however, labor will need to be included as labor was included before and I assume will be a majority of the repair cost.

Consumer Response: Today I received a call from Goodman, discussed trouble with obtaining service and extending full warranty until end of July 2013 and wanted to outline suspected defects to date to my knowledge: A coil TEV thermal expansion valve Condenser/compressor all required hardware for the above three cabinet rust/corrosion caused by condensation from above defective equipment to furnace/components here is the other items that were to be repaired by lute those marked "(installed)" have been completed blower fan(installed) Blower fan wire harness(installed) Gas valve(installed) 20276009 HARNESS-WIRING (MAIN 12 PIN CONNECTOR) (M5, M6, M7, M8, M9, M10, M11, M12) 20275902 HARNESS-WIRING (CIRCULATOR BLOWER 5 PIN CONNECTOR) 20300004 CONTROL-INTEG (M9, M10, M11, M12) There may be other components as I am not an expert a thorough examination would detail any other defects

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,

***** ******


 

  this is the same letter they sent last time

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

 

This email is in regards to BBB Complaint # *******

After careful consideration, management has decided to offer an AsureCare Labor and Parts Warranty effective until July 31, 2013.

 

By signing the attached offer letter, you agree to close your BBB complaint # *******.

 

If this offer is acceptable, please sign the attached offer letter and email it or fax back to me at ************. Once we have received the signed documents, we will process the warranty.

 

 

Thank you for your time and attention to this matter.

 

******** *********
Consumer Affairs
Goodman ManufacturingOffice:

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,

 ***** ******


 

 

The letter is missing one of the components of the system as per the original Asure paperwork all equipment is

Coil-CCA30FDC-0002144957, 40" 95% TWO STAGE VA-GUVA070BX40-0109100567, REMOTE COOLER 14SEE-RCE24A2D-0112112525

please add the missing equipment and we will have an agreement. Thanks. *****

Business Response:


Dear Mr. ******,

This email is in regards to BBB complaint #*******.

We received your request and have amended the offer letter to show the coil represented in addition to your other units. 

If this is acceptable, please sign and return the offer letter my email or fax to ************.

In signing this offer letter, you agree to close your BBB complaint # *******.

Thank you,

Michelle R. Weatherly
Goodman Manufacturing
Consumer Affairs Admin.
1-************

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 send in offer today, once the warranty is received this case can be closed. Thank you.

Business Response:

To Whom It May Concern,

As a "good will" gesture Goodman agreed to extend the customers' labor warranty until July 31, 2013. The extension will allow the customer time to have his unit repaired under the original terms and conditions of the GoodCare warranty agreement.

Mr. ***** ****** has signed the release agreement which also includes that he will close the BBB complaint.

Today, February 21, 2013 Goodman has emailed the extended warranty contract to Mr. ******.

We believe that we have gone above and beyond the written agreement.

We humbly ask that this complaint be reviewed and closed based upon the proven efforts of the factory to amicably resolve this complaint.

Thank you,

**** ******

Consumer Affairs Manager

Consumer Response:

I received the paperwork today and to me it doesnt look right, I was expecting the same type of warranty paperwork with the ***** letterhead and the model and serial numbers listed just like any customer would receive, what I got looks like a internal form not the retail customer version. Other than that, I think we are good. *****


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,

 ***** ******


 

 

Business Response: To Whom It May Concern,

 On 2/05/13 Goodman agreed to extend the labor warranty date on the original contract of ***** ****** to expire July 31, 2013. A settlement release letter was signed by ***** ****** and returned to Goodman.  Email correspondence reflects that Mr. ****** agreed to close the BBB complaint once an agreement was reached. On 2/19/13 per the customers’ request, a copy of the extended warranty was mailed to the home of ***** ******.  The extension date is reflected on the warranty confirmation. On 2/21/13 per the customers’ request, an email reflecting the extended warranty date of 7/31/13 was sent to Mr. ***** ******. To date, ***** ****** continues to hold the complaint open despite the original signed settlement and our repeated request for him to close the resolved complaint. We believe that copious efforts to resolve this matter have been exhausted by Goodman. A warranty extension has been granted (see attached document). We humbly ask for an administrative review for closure by your staff.  Thank you, 


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

Consumer Response:

There is no attachment, all we are waiting on is a proper consumer "*****" warranty paperwork just like the original warranty paperwork that shows all the model/serial numbers of the equipment and expiration date, Once we have that this case can be closed as agreed. The paperwork sent before was some sort of internal document.

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,

***** ******


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/1/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In *** ****, I moved into my brand new home, which included a GOODMAN HEAT PUMP (cost $*****). I was told by my contractor that my heat pump had a 5 year warranty. In ******** ****, my electric bill doubled from the year before ($300), which led me to call the **** company, who had installed the heat pump, and ask them to check the system ($** service call). They found the system to be leaking Freon and charged $** an hour to find the leak, add nitrogen to the system, check again to verify the leak, order/ship the part ($*** shipping or wait 3 weeks for it to arrive, as had happened with last 2 of these parts ordered from Goodman, as reported by the **** company), replace the coil (the part under warranty!!) and recharge the system for a grand total of $***!!! This does not include the cost of heating my home for the 3 weeks with propane gas or emergency electric heat while the labor was going or while we waited until Goodman Manufacturing ships the part, or the fact that this company will not even give a shipping date without an order first being placed!!I am furious that this will cost me over $1**0 (1/4 the cost of the new unit!!!) for a product that is barely 2 years old and warranties the part for five years!!! This warranty is a farce! If the part had not gone bad, and had lasted as expected, I would not have incurred any of these additional costs! I believe this part is defective in more units than mine, as the **** contractor reported having replaced 2 of these coils already, both for outside unit, just like mine. I would think 3 defective parts for the same brand heat pump is pretty high number for our small market area in rural southwest ********. And furthermore, how can they not be required to ship a warranted part immediately when ordered, especially knowing it is a vital component of the unit?

Desired Settlement: I am asking for $**** reimbursement of costs incurred because of the defective part on my heat pump. As described above this amount includes: $*** to **** for services, and $*** heating costs for broken unit, NONE OF WHICH would I have had if not for the defective part, which is covered under the warranty!

Business Response:

To Whom It May Concern,

On ******* ** **** Goodman called to speak with **** ***** ***** about her concerns and she was not available. The pertinent contact information was given to another individual answering the call for a return call from the customer.

In order to properly evaluate the customers' concern pertitnet information is required:

Model and serial number(s) of all unit(s).

All repair invoices reflecting out of pocket expenses, to support the customers' request.

Once the information is received Goodman will contact *** ***** to discuss the written warranty and how we may assist her.

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

The serial number of the unit is **********, Model number ***********

Attached is the invoice from the company who did the actual repair, *******, for $******.  **** ******** heating and air conditioning did the intial inspection, found the leak and gave the estimate of $****** for repair.  I called in the other company because they were able to get the replacement coil sooner and offer a bit lower price.  I still owe **** ******** $*** (verbal price) for a service call and labor finding the defective part, but I do not have a bill from them at this time. I will forward it as soon as I have it.

I have also attached my latest electric bill which you will notice is DOUBLE the year before for the exact number of days and average temperature.  I have had to rely on gas logs or emergency electric heat during the time my heat pump was inoperable, and I do not yet have these bills either.  From the gauge on my propane tank, I have used at least 1/3 of a 250 lb tank. My electric meter shows use of 1500kwh from *** ** ******* ******* *, the time the heat pump had to operate on emergency heat.

Again, I feel none of these expenses would have been incurred had Goodman Manufacturing products been reliable to begin with. From other complaints I have read online, it seems many other people have the same complaint about this heating unit, and that Goodman has been aware of the issue long before my problem arose.

Regards,

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


 

Business Response:

To Whom It May Concern,

The warranty coverage for model *********** is limited to replacement of a failed part for a new one. This warranty does not cover labor or utilities. A copy of the warranty was included with the sale of the unit, provided to the homeowner.

Goodman will stand by its warranty pursuant to the written terms.

We have thoroughly reviewed the information provided by *** *****. It is unfortunte that parts can fail. We further understand that unless the customer has purchased a labor warranty the out of pocket expenses can be unexpected and take its toll.

As a "good will" gesture, above the limited written warranty, Goodman will offer the customer a 5 years extended labor warranty which would accompany the current labor warrnanty in effect and $*** toward the out of pocket expense of $***.

We believe that our settlement offer is fair based upon the written warranty.

A letter of the offer is being mailed to the customer.

Thank you,

**** ******

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

Business Response:

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

This email is in regards to BBB Complaint # *******

After careful consideration, management has decided to offer, as a Goodwill gesture, a 5 year GoodCare Labor Warranty effective until *** *** **** in addition to a monetary offer of $****** to assist with the cost of repairs.

By signing the attached offer letter, you agree to close your BBB complaint # *******.

If this offer is acceptable, please sign the attached offer letter and email it or fax back to me at ************. Once we have received the signed documents, we will process the warranty and claim and mail you a confirmation.

Thank you for your time and attention to this matter. 

 

******** ********* 

******** ******* 

Goodman Manufacturing 

******* ************ 

**** ***** ************ 

********************************* 

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and am considering the offer made, however several factors are still outstanding. As stated in my prior response, I have not received all bills from the repair of the Goodman heat pump or the expenses incurred or heating my home while the unit was broken. I will forward those as soon as possible and would request that Goodman reimburse all expense for labor of the repair, as their response indicates a "labor warranty already in place".  Also, the warranty they are giving me should either cover 5 years, beginning NOW, or should cover all costs associated with this incident.

I will wait until for the business to respond, and will forward other documents as soon as they arrive.

Regards,

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

 


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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