Goodman Terrible Customer Service

by M. Allen
(SC)

GOODMAN UNIT # 0410797819, CPLE48-1C


Put Freon in every other year from the day it was installed thinking at the time that it was normal. We only use the air three months out of the year so this was definitely not normal. Turns out we have had a small leak in the coil from day one.

We have all this documented through our insurance company and the HVAC company that it was losing Freon during the five year warranty period. The HVAC tech cannot fix due to where it is located in the coil.

I called Goodman and left a message with the supervisor. After two days I emailed and was told by "G. Ruiz" that the warranty was expired for over a year but a supervisor WOULD call me and I requested all emails be given to the supervisor also.

Ruiz said they would be. She said it was the contractor's fault for not turning it in during the warranty period....in other words, admitted that the central ac unit was faulty but not standing behind it.

It has been over two weeks and has heard nothing. We work from home so we are always here. No calls, nothing. I will never recommend Goodman nor will I ever have another.

The part for me costs around $450 plus labor. For Goodman this part is $150. They have lost a customer because of $150 and Terrible customer service.

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Blame goes where? You don't know.
by: I know some things

Um. You had it serviced MULTIPLE times WITHIN the warranty and the OBVIOUS leak was never CORRECTLY dealt with DURING THOSE MULTIPLE SERVICES?? Yeah, either the contractor was totally inept and couldn't pinpoint the leak or (MORE LIKELY) you were being duped for marked-up refrigerant over and over again... You shouldn't have gotten squat. Goodman did you a favor giving you anything to begin with. But you HAD to continue your pursuit.

Not wanting to take one in the behind when you continued your misguided crusade, Goodman paid out for your irresponsibility and ineptitude. Yet, it seems to have eeked its way online anyways and they are the only ones to blame. SIGH... They can't win with obstinate ignoramuses can they? But hey!

I guess if you're gonna be belligerent about not accepting the true heart of the matter then you might as well not pay out of your own pocket eh??

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response to "Goodman"
by: M. Allen

The leak was not the contractor's fault. Why should I blame him? Numerous reports about Goodman's leaky coils on the web. Must be a common problem with their coil. Goodman's customer service concerning this issue was horrible and I will never buy from them again. They did however, after reporting to the BBB in TX and many emails, pay me $450 for the coil cost, even after the warranty had expired. Good customer service goes a long way. Goodman's needs lots of work.

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GOODMAN
by: Anonymous

You seem quick to place the blame on the manufactor GOODMAN what about the contractor???
I have been a contractor and teacher for the past forty plus years and have never put the blame on the manufactor of equipment, If it is a manufacturing defect, repair or replace and deal with the distributor later.
Contact your local code enforcement department and file a complaint.
If that dosnt work you have the PROFESSIONAL REGULATORY DEPARTMENT of your state.

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