Goodman Manufacturing

Goodman has a really good game -- headquarters in TX refuses to speak with the homeowner/end user. All communication has to take place between the Distribution Center (WPB) and the a/c tech. If you call their homeowner support line--the ONLY support they offer is to assist you in registering your warranty. Nothing else. Nada. I cannot get ANY information out of them as to WHEN I will either receive a replacement coil or approval for a replacement unit.

My A/C person has followed up on this diligently and has not been able to get much out of them other than--Goodman MIGHT have a replacement coil for my unit SOMETIME NEXT WEEK (hurricane is forecasted to hit here in Florida then). Here's the fun part--in addition to asthma, I have Covid (tested + on Tuesday night, 09/20/22). The temp inside my house is 89'/90', and the humidity is so high it feels like a gd swamp. I feel like I'm trying to breathe underwater. Thanks to Covid, checking into a hotel or staying with friends is not an option. Checking into the hospital may be my next alternative.

Goodman's product, their 10 yr. warranty, and their non-existent homeowner support is not worth a warm bucket of spit. Welcome to capitalism! BTW, #Satoru Akama (CEO) and #daikinairconditioning I rate your company a -10.

The air handler I have has a valve that's internal of their product. Who would think that when you purchase a product it should be working correctly. Customer Service and not willing to cover the repair job done at home. I am a Korean veteran 95 years of age and boy do I feel like it was taken for Advantage. I am now set with a repair job of $745.00 for something that was already installed, by a Professional, then failed after 2 days. Failed not by my installer, but by the craftsmanship ship from the Goodman manufacturer. I was satisfied with Goodman from the past, but not now. Product damage and not covered under a 10 year warranty. Think twice about buying a Goodman air system conditioner.

Now, can any Educated Person give me an answer? I smell a burnt smell after the A/C stops running. I don't want problems, but someway, somehow, I notice these unexpected events. I'm covered through 2024 on all parts. Now, is there someone who will explain why this is happening? Do I have the wrong Thermostat in my Unit? All information will be very helpful. Thank You!

I immediately contacted Goodman and found out that my unit was affected. Initially, I was impressed that they quickly sent out a replacement kit - which took only a couple of days to arrive at my home. But unfortunately, my experience has accelerated downhill from there. Goodman provides their own technicians to effect these types of repairs - apparently because these dealers are willing to complete the job at a rock bottom price. As a homeowner, I have specific vendors that I have trusted over the years who know me and my home, and I would prefer to have the repairs effected by the HVAC company that has performed my service for many years.

Goodman does allow for these “third-party” repair preferences, and my HVAC company was able to price out the job. Unfortunately, when they filed their claim with Goodman, they determined that only a nominal amount would be disbursed, and that the balance (which was over $600) would have to be covered at my expense. Think: “You totaled your $40,000 vehicle, and the insurance company is only prepared to issue you a check for $20,000”.

Since discovering that I am on the hook for $600+ in order for Goodman’s problematic part to be repaired correctly (and which I would think they would want to avoid fixing “on the cheap”, since they apparently didn’t get the original design correct in the first place), I have tried every avenue I could think of to avoid having to foot such a large bill myself: 1. I talked to my HVAC company to determine if there was any way they could affect the repair for less. Nope. Replacing the pan will require removing that coil, and that’s a two-man job.

2. I called Goodman’s recall department (which - although staffed by friendly people - is really just a call center). They said they couldn’t help and directed me to the main Goodman number. 3. I called the main Goodman number and was told that they have technicians that have agreed to the rock bottom “you get what you pay for” price, and that if I don’t want to use one of those, I’ll have to pay the difference myself. Gives new meaning to the term “paying customer”. 4. I asked what this rock bottom price was. After a brief hold, I was told that Goodman cannot release the actual amount of the rock bottom price.

5. I asked to speak to a supervisor. After some recalcitrance, I was finally connected with said supervisor, who rendered the same explanation. In essence: “You have to use one of our techs-who-you-have-knowledge-of-and-cannot-vouch-for-the-quality-of-their-work-and-oh-by-the-way-they’ve-agreed-to-do-the-repair-for-the-rock-bottom-price-that-we-won’t-tell-you-what-it-is or else you must pay the difference yourself”.

6. After thinking about things, I decided to try to vet their list of vendors to see if I could indeed go with one of them. I called Goodman back and was immediately told that Goodman doesn’t release the names of these vendors. “You can go to our website for a list of certified Goodman vendors, but there’s no guarantee that the one you call is the one that has agreed to do the repair. And oh, by the way, our process is not for you to call them. They will contact you when they are able to fit you in to the 500,000+ repairs that have to be made”. Needless to say, at this point, frustration levels were through the roof.

Continuing... 7. I opened the Goodman website and found a list of certified vendors - scrolling through them and using the point-and-click method, coupled with “they have a nice sounding name” to pick one at random. I found a vendor after a few minutes, checked their reviews (they were good), and called. I was immediately connected to a receptionist who promptly dropped my call. I called back, got the same receptionist, and was able to talk for about 30 seconds before she dropped my call again. 8. I called a second vendor and was told that they weren’t sure whether or not they did Goodman recall repairs. They would get back with me once their service manager had an opportunity. No call came that day.

9. I called my home warranty company to see if they could help with my $600+ passed-along-to-customer cost. They were very nice, and nicely told me that my warranty does not cover manufacturer recalls. So, that pretty much brings the saga up-to-date. I absolutely loathe feeling so defeated, and have pretty much resigned myself to paying $600+ to correctly repair Goodman’s defective manufacturer part. This was my first Goodman unit, and - one thing I can absolutely promise - it will definitely be my last.

The repairman was able to repair the hole in the coolant line, high voltage line and reroute the wiring away from the metal components. Warranty? Sorry, coolant not covered, no real parts needed replacing so I was stuck with an $800 service call. ADVICE: Check the wiring routing in the outside unit for loose wire bundle and tighten/reroute wiring away from metal components. This was a QC fail.

This gets worse. I posted a review on their website. They emailed me asking for more information. They emailed me back asking me to call. I called. They found my warranty, but had no idea why I was told to call. The lady said "it must have been our media team". And that was it! Oh yeah, I checked, they removed my negative review from their website. On top of that, they obviously manipulate their reviews. In addition to removing mine, they left another review that gave one star, but talked about how Goodman made the best unit every. Can't even own up to their mistakes. I will not make the mistake with Goodman again. Our furnaces are probably going to go in the next few years, certainly will avoid Goodman and Diakin.