Goodman Manufacturing Comany; ARS Service Express Faulty product Houston/ Myrtle Beach Texas/ South Carolina
n September 2002 I had a Goodman (The model Number : CplE361 Serial Number: ***********) system installed in my home by ARS Service Express In Myrtle Beach, SC. I took them at their word that the Goodman system was an excellent investment. I paid over $3,100. to have it set up and installed.
Today I just paid out $676.20 for repairs on the system. I was informed that two lines in the inside part of the unit had rubbed together and made a hole which caused all the coolant to leak out. I was also informed that this was common on these units and some didn't last a year. Further I was told that the units were shipped this way and that the Goodman Manufacturing Company as well as ARS know about this problem.
Since both companies are aware of the problem, I find it incomprehensible that steps haven't been made to correct the problem. Needless to say I am very dissatisfied.
I also want to add that I e-mailed Goodman through there website (customerservice@goodmanmfg.com) and the e-mail was returned as undeliverable. So much for their "customer service."
I do have one positive about the entire ordeal. All the techs were professional, polite, and effecient. Including the original installers and the service tech.
William
Myrtle Beach, South Carolina
U.S.A.
10 Updates & Rebuttals
Thjtiii
Chandler,Texas,
U.S.A.
Installers take homeowners money
#11UPDATE Employee
Tue, December 23, 2008
If there was indeed a problem with the refrigerant lines rubbing together inside the unit, Goodman would not only have warrantied the parts and refrigerant, they would have warrantied the labor. In short, the installers not only charged the customers for work that was under warranty, they went back to the Goodman branch, turned in a warranty and labor claim and basically got paid twice for the same job. So much for "professional installers."
By the way, I am currently a branch manager for Goodman Manufacturing and have been working for them for over three years. Any Goodman unit is covered for atleast 5 years (now everything can be covered for at least ten) and any manufacturing defects are covered and that includes labor, freon and parts. From my perspective, this homeowner has been taken for a ride.
Jbhubb1
Nashville,Tennessee,
U.S.A.
installation is the key
#11Consumer Suggestion
Thu, December 18, 2008
You didnt get the response you wanted from goodman because this is an installer issue. Any brand central air unit is only as good as the install. I have seen some of the large well know brands give customers problems because of the install. When you deal with big service companies it doesnt mean you get the best men for the job. The problem you had could have easily been avoided during installation.
Jbhubb1
Nashville,Tennessee,
U.S.A.
installation is the key
#11Consumer Suggestion
Thu, December 18, 2008
You didnt get the response you wanted from goodman because this is an installer issue. Any brand central air unit is only as good as the install. I have seen some of the large well know brands give customers problems because of the install. When you deal with big service companies it doesnt mean you get the best men for the job. The problem you had could have easily been avoided during installation.
Jbhubb1
Nashville,Tennessee,
U.S.A.
installation is the key
#11Consumer Suggestion
Thu, December 18, 2008
You didnt get the response you wanted from goodman because this is an installer issue. Any brand central air unit is only as good as the install. I have seen some of the large well know brands give customers problems because of the install. When you deal with big service companies it doesnt mean you get the best men for the job. The problem you had could have easily been avoided during installation.
Jbhubb1
Nashville,Tennessee,
U.S.A.
installation is the key
#11Consumer Suggestion
Thu, December 18, 2008
You didnt get the response you wanted from goodman because this is an installer issue. Any brand central air unit is only as good as the install. I have seen some of the large well know brands give customers problems because of the install. When you deal with big service companies it doesnt mean you get the best men for the job. The problem you had could have easily been avoided during installation.
Bill
WEBB,Alabama,
U.S.A.
It happened to me also
#11Consumer Comment
Thu, August 07, 2008
My GOODMAN heat pump quit in 20 days with a defective part.
I also contacted the main office in Houston Tx . I got no where. They use phoney names on email and when they want to cut you off they just delete the name.
They also mfg Amana products. POOR coustomer relations.NEVER again it cost me $525 more.
Bill
WEBB,Alabama,
U.S.A.
It happened to me also
#11Consumer Comment
Thu, August 07, 2008
My GOODMAN heat pump quit in 20 days with a defective part.
I also contacted the main office in Houston Tx . I got no where. They use phoney names on email and when they want to cut you off they just delete the name.
They also mfg Amana products. POOR coustomer relations.NEVER again it cost me $525 more.
Bill
WEBB,Alabama,
U.S.A.
It happened to me also
#11Consumer Comment
Thu, August 07, 2008
My GOODMAN heat pump quit in 20 days with a defective part.
I also contacted the main office in Houston Tx . I got no where. They use phoney names on email and when they want to cut you off they just delete the name.
They also mfg Amana products. POOR coustomer relations.NEVER again it cost me $525 more.
Bill
WEBB,Alabama,
U.S.A.
It happened to me also
#11Consumer Comment
Thu, August 07, 2008
My GOODMAN heat pump quit in 20 days with a defective part.
I also contacted the main office in Houston Tx . I got no where. They use phoney names on email and when they want to cut you off they just delete the name.
They also mfg Amana products. POOR coustomer relations.NEVER again it cost me $525 more.
David
Tyler,Texas,
U.S.A.
Problem with your CPLE heat pump
#11UPDATE Employee
Sat, March 24, 2007
Dear Sir,
I do not know the circumstances of your case, as I work at a Goodman Distribution branch in Texas. I just happened across this posting while browsing through this web site. I have only worked for Goodman for about a year, but have been in the HVAC industry for over 11 years, having previously worked for Trane.
I have not heard of a known problem with tube rub in these units, however, please understand that things within the unit may sometimes shift a little in shipment from factory, to distribution to dealer, etc. These are some things that in my opinion should be checked upon installation of the equipment.
Also, have you had seasonal preventive maintenance performed by a licensed HVAC contractor each year? Having the equipment checked and maintained by a licensed HVAC contractor before the cooling season and before the heating season could have also presented an opportunity to discover the issue in question before a hole formed in the tubing, allowing the refrigerant to escape. Proper routine maintenance also helps keep the equipment operating as designed.
I noticed you stated that you attempted to contact Goodman through their web site. Did you ever get in contact at Goodman's corporate office, either through the web site or by telephone? If you had seasonal preventive maintenance performed by a licensed HVAC technician and you still had this problem, you may wish to visit the web site again and click on "contact us" on the main page. There you will find a feedback form to complete, in order to get in touch with a consumer affairs representative. You may also contact Goodman consumer affairs at 1-877-254-4729 by telephone.