Complaints

This profile includes complaints for Daikin Comfort Manufacturing LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Daikin Comfort Manufacturing LP

  19001 Kermier Rd Waller, TX 77484-8810

  
• 

  Goodman Manufacturing

  990 Manufacturers Road Dayton, TN 37321

• 

  Amana Heating & A/C

  1290 Bay Dale Dr # 211 Arnold, MD 21012-2325

• 

  Goodman Manufacturing

  126 A Hodges Street Lake Charles, LA 70605

• 

  Goodman Distribution, Inc

  4464 Calimesa St Las Vegas, NV 89115-2362

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Block Air Conditioning installed 2 ************ at our house in Jun 2021. The systems are Goodman communicating systems. The systems have given us problem since the day they have been installed. The contractor has come out to the house multiple times over the past 3 years to fix the problem but is has not been resolved. They have replaced capacitor and installed hard start kit for free but the problem is not fixed. The contractor comes to the house, and says that they called Goodman tech support. And Goodman tech support tells them it is electrical problem. But we have had electrician come out and look at the electrical connection and they are not finding any issue with electrical connections. We also installed house surge protector but the units are continuing to give us problems.The latest issue is that one of the units stops every 30mins with error code 04, which corresponds to Locked Rotor error. We power cycle the unit, it starts working, and then it stops again. So we have no functioning AC unit in this hot weather.I contacted Goodman to see if they can help. Goodman is asking us with the contractor. We have had Block install a total of 5 HVAC units and replaced an old HVAC compressor. In spite of this, they are refusing to help us ********** suspicion is not electrical or installation issues. But rather we have a lemon in our hands, and the electronic PCB manufactured by Goodman is an issue and needs to be replaced. This is because all the mechanical systems are checking out fine. We had couple ********** companies come and check but they are not willing to help because they did not install the systems.

  Business Response

  Date: 09/03/2024

  Hello,

  Thank you for contacting Daikin Homeowner ***************** We sincerely regret the difficulty you have experienced.
  
  Our 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. The replacement part installed in your unit, inherits the warranty left on your unit. If there is no warranty on the unit, then the part has a one-year manufacturers warranty.
  
  The request for a replacement unit is to be made by the licensed **** contractor directly to the authorized distributor. The distributor then will assess the situation, possibly send out a technical representative to evaluate the existing unit and then decide on whether they will replace the unit.
  
  Please have your contractor contact his local authorized Goodman distributor and voice his concerns regarding your unit.
  
  If you desire additional assistance, please contact our toll-free line at: **************.

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  As I mentioned, the three contractors that have come to the house and your tech support have not been able to resolve the problem since when the units were installed 3 years back. 
  

  We didn't have a working AC last when. So I contacted a non-Goodman contractor, over the weekend who I know through my friend. Unlike all contractors who came and are blaming mechanical issues and electric utility issues, this contractor went right to the control board in the outdoor unit. He disconnected the communication link, and hard-wired control from thermostat. Stage 1 did not work, but stage 2 is working. So we now have the unit running only stage 2 and not using communicating system. That is, we paid for a 2 stage communicating system and we now have a loud 1 stage non-communicating system.

  Your contractors don't understand communication systems and your tech support has dismissed the problem as utility problem. And this is the reason for all the issues over the past 3 years. 

  I don't want to call any of three different contractors that have come to the house already. I do not trust that they will resolve the issues. So please provide an alternate approach, including shipping directly to me a replacement control board for free because the units are still under warranty.

  
  Regards,
  Arun 
  
   

  
  

  Business Response

  Date: 09/06/2024

  Hello,

  Thank you for your reply!

  If your dealer has reached out to our technical support department and has diligently attempted to address the issue with multiple repair attempts, your dealer will need to contact the local distributor. They are the local point of contact and have been equipped with instructions to handle cases similar to yours. The distributor will assess the situation and determine the most suitable course of action moving forward. In some cases the distributor may recommend a site visit from the regional technical representative. Thank you!

  Customer Answer

  Date: 09/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  Dear Madam/Sir,
  
  Thank you very much for you continued response. But it seems like we have reached a stalemate.
  
  You insist that I reach out to one of your dealers with the promise that they will resolve the problem. However, I am insisting that I have been reaching out to your dealers over the past 3 years and they have not resolved the issue. And every time they come, they charge me trip and debug fees.
  
  So, I would like to propose one of the following options for the way out of the impasse:
  Either you recommend a specific dealer that I should work with to resolve the problem
  Or I pick one of the dealers listed on your website and that is different from the 3 dealers that have already come to the house. But with this option, you agree to pay the trip fee for the dealer to come to the house and debug the issue
  
  Please let me know which option you would go with. 
  
  I do want to reiterate that your systems are either complex or substandard. And you are behind a wall of dealers and help desks and are not understanding the difficulties I have faced with the systems for the past 3 years.
  
  Kind Regards,
  **** ******

   
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/25/2024

  Hello,

  Thank you for your reply! 

  If your dealer has reached out to our technical support department and has diligently attempted to address the issue with multiple repair attempts, your dealer will need to contact the local distributor. They are the local point of contact and have been equipped with instructions to handle cases similar to yours. The distributor will assess the situation and determine the most suitable course of action moving forward. In some cases, the distributor may recommend a site visit from the regional technical representative. Please feel free to reach out to our **************************** at ************. Thanks again!

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Dear BBB,

  As I have already mentioned, I have already called 3 contractors before I requested BBB to help. And then two weeks back, I called a 4th contractor. He charged me $740 to diagnose the problem, disable communicating system and hard-wired it, and the problem is still not fixed. I still have a locked rotor problem. 

   I have reached out to a 5th contractor now - ******************* - for help. When I called to them to ask for help, they said they have seen many consumers with problems with Goodman systems. And they also said the Goodman Tech Support team is not knowledgeable.

   It is just frustrating. And I have no help from the company that designs and manufactures these problematic but expensive HVAC units. What the company is failing to understand is the amount of money I am spending with the contractors trying to solve the issue. They are not proposing any solutions that prevents me from spending further money on this HVAAC unit. 

  Regards,
  

  
  
   

  
  

  Business Response

  Date: 10/02/2024

  Hello,

  Thank you for contacting The Goodman Homeowner Support Department!

  If your dealer has reached out to our technical support department and has diligently attempted to address the issue with multiple repair attempts, your dealer will need to contact the local distributor. They are the local point of contact and have been equipped with instructions to handle cases similar to yours. The distributor will assess the situation and determine the most suitable course of action moving forward. In some cases, the distributor may recommend a site visit from the regional technical representative. Thank you again!

  Customer Answer

  Date: 10/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Dear BBB,

  As I mentioned in my previous reply, we called in a 5th HVAC contractor. The 5th contractor has concluded after diagnostics that the compressors on both the units have gone bad and need to be replaced. One compressor has completely stopped working and the other compressor, while working, is drawing more than rated current. Both are under warranty but the contractor said that Daikin charges $900 per compressor. With the contractor's labor ***** and freon costs, the total money that I now have to pay is $3,400.

  Of course, the contractor has said that this is the start. Once the compressors are replaced, the contractor has has said that other problems could be discovered and more money may have to be spent in repairs. 

  Again, to remind you, these are 3 year old units. And for no fault of ours, we are now having to pay $3,400. This is in addition to the money that we have already spent.

  I would like BBB to help me recuperate these costs from Daikin. How is that we spend ~$24,000 for the two units three years back, and we are having to spend so much money and time on getting these systems functioning, all the time while living in discomfort of non-functioning HVAC units?

  Regards,
  

  
  
   

  
  

  Business Response

  Date: 10/10/2024

  Hello ****,

  Thank you for your response!

  Looking into our records, I do show your units are covered under our Limited Warranty, which includes any mechanical part that may fail within your unit. Your **** dealer should be able to go to the local distributor and do a part for part exchange under warranty. As the manufacturer, we do not charge for a part if it falls under the part warranty.
  I see that you have already connected with our Homeowner Support team under case number *********. If you would like to discuss the next steps or have any additional questions, please feel free to give us a call at ************. Thank you!

  Customer Answer

  Date: 10/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Dear BBB,

  Dragon ************ replaced both HVAC compressors yesterday (10/11/2024). Please see attached invoice from them. As you can see, they charged us $3,400 for replacing both the compressors.

  Again, we are incurring this cost for no fault of ours. We install two brand new HVAC units in 2021, the systems never worked properly since the install, we spent lot of money and time since the install, and we are not sure this is the end of it. ******************* yesterday said that the units are not going into AC 2nd stage on their own, and now they need to come back to figure out why the units are not going into 2nd stage. That is, we have to spend more money to figure out what is going, and then get charged for the debug and for additional labor to replace any bad components.

  Please help us - we are just going back and forth with Daikin, and we are spending money for no fault of ours and on systems that were substandard to begin with.

   

  Regards,
  
  
   

  
  

  Business Response

  Date: 10/14/2024

  Hello ****,

  Thank you for reaching out and providing the invoice from *******************.

  I do apologize for any inconvenience you may have experienced, especially after significant investment and time spent troubleshooting.

  As per the terms of your warranty, our coverage includes any mechanical part that may fail. However, the warranty does not extend to diagnostic or labor costs related to issues outside of mechanical components, nor does it cover external factors that may affect the system's operation (such as improper installation, external system interference, or other non-mechanical issues).
  Its concerning to hear that ******************* is experiencing difficulty diagnosing the units. If their technician is unable to resolve the issue or determine the cause of the second-stage AC malfunction, we recommend the following:

  Technical Support: Please have ******************* contact our technical support team for further assistance. Our team can help with diagnosing the issue remotely or provide additional guidance based on their findings.
  Local Distributor: If necessary, your dealer, ******************* can arrange for a technical representative from their local distributor to visit the property. To do this, ******************* will need to provide them with all relevant reports, invoices, and diagnostic information so they can expedite the process.

  
  We understand that this situation is stressful, and we are committed to helping get things resolved as efficiently as possible. We are more than happy to assist in working with ******************* or the local distributor to find a solution. If you would like, I can also reach out to your dealer ******************* directly to explain these options in more detail.
  Please keep us updated with the route in which you choose to proceed with. Thank you!

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a brand new ac unit installed in our home on 8/8/2024. On 8/24/2024, we had to call for service because it was not working, and our technician told us that the compressor on the new unit was already out. We live in *************, so we then lost ac in the 90+ degree heat in the middle of summer. He has tried to contact Daikin to get a new part or a new unit, and they have been unresponsive and we have been living out of a hotel for 1 week already and have spent a large amount of money on the new unit and hotels. Financially we are unable to sustain living in a hotel and we have had to be displaced into our friends homes with our pets. Due to their inaction and lack of support and communication we have been left waiting with no resolution and no idea of when we may return home as our home is 92 degrees despite fans and widows being opened and our best efforts to cool our home. Daikin has done nothing to support us in this time. They sold us equipment that had no repair parts available, and they did this knowlingy. We were told the part could be 5 weeks out and we could maybe get one in October, yet it is currently August. We have spent so much money due to this faulty unit, and have no place to live at this time. Our technician went to the local supplier and it had to be raised to the corporate level due to it being under warranty. It is currently sitting with corporate and they have done nothing.

  Business Response

  Date: 09/03/2024

  Thank you for contacting the Daikin Homeowner Support Department.
  
  We recommend that you contact your local HVAC contractor to come out and evaluate your equipment. For dealers/**** contractors in your area, you may visit our website at ************************************************ At the top right corner of the homepage, you will see a place for your zip/postal code. Once you enter this you may contact any dealer below. Dealers are independently owned and operated companies and are not authorized or employed by Daikin Comfort Technologies North America******
  
  If you are already working with an HVAC company, and your technician is having issues diagnosing your unit, they are welcome to contact our technical support team for further assistance. Their department has been technically trained to be able to assist HVAC professionals when having trouble diagnosing a unit. If no resolution is met, our technical support team will advise your contractor on the next steps that will need to be taken. For further information regarding this process, please have your contractor call us, and we can explain in detail the process in which they will need to follow. Again, the contractors are licensed by the state, so we do not own their company,therefore, we cannot dispatch them to a property. We have support to assist them, but if they do not utilize our support team, there is nothing we are able to do as the manufacturer.
  If you would like to provide me with the serial numbers of your units, I can tell you the exact warranty you have.
  

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

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over 9 months ago Daikin (through local installer) provided a 5 ton split system with 5 air handlers. They provided this after 4-5 months of waiting for the unit to arrive Since then, we've had nothing but problems. All are documented with almost daily communication with the installer through hundreds of emails.- Interior Units are 10db louder than spec - Interior Units are leaking - Interior Units are making a lot of loud gurgling noises We've been extremely patient, awaiting "tests". Daikin has been here 2 times for a visit without any true fixes. They simply just "inspected" and left.The installer is beyond frustrated as well, as they are caught in the middle.The installer gave a promise to replace the units if we were not happy, which we have started to activate, now over 2 weeks ago. They are not getting replies from Daikin in terms of the promised service they have ************ we're stuck with a $46,000 system that doesn't work at the moment. 9 months is enough time to be patient I feel.We are asking for our money back from Daikin, or prompt fixing.

  Business Response

  Date: 07/26/2024

  Hello,

  I do apologize for any inconvenience this may have caused. 

  Can you please provide us with more information regarding your complaint? Model and serials of the units in question, invoices, reports, contact information for the dealers involved and the contact information for the Daikin technical representatives who have completed site visits.

  Thank you for reaching out!

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Goodman AC/heating unit the unit went out and was still under warranty. Our local AC contractor contracted Good on May 10 2024 and was told that the part was over $7,000 and wouldnt be available for months so they would send out a whole new unit. They had a policy that they would not make the customer wait more than 10 days for the repair. After waiting for 4 weeks we contacted them again, they said they had found a part and would have the unit fixed within a week. After ******************************************** a new unit. The temps have reached well over 95degress most days and our family has been miserable for 2 months now. I feel this is highly negligent on their part as I have an 11 year old son a home that has had to endure this heat. We simply ask at this point the unit be replaced and all that all labor cost should be covered by their company.

  Business Response

  Date: 07/16/2024

  Hello,

  Thank you for reaching out!

  I do apologize for any inconvenience this may have caused. I do show a manager in the **************************** has taken over your case. Please work with them for further assistance on this matter. Thank you for contacting Goodman Homeowner Support!

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and had installed a Daikin Air split unit (one outdoor/one in attic) on 5/7/2019. The unit has a 12 year parts warranty and warranty was registered at the time of install. On 8/25/23 the unit was not cooling and a service call took place by ********** (dealer). It was discovered through performing a leak kit that the unit coil was leaking. The coil was ordered by the dealer from Daikin and on 9/11/23 the unit was attempted to be installed but the coil did not fit the unit. The dealer/distributor dealt with Daikin on multiple occasions and were sent incompatible units on 3 occasions (all not fitting my air handler unit). ********** could not get Daikin to stand behind their product and find a solution. ********** was no longer able to assist as they exhausted their resources and Daikin was not helpful with a resolution. The unit held through the end of a/c season. On 4/11/24 the unit was turned on and again not cooling. Wrights Heating and Air was contacted to replace coil. They attempted to replace the coil and were sent the incorrect coil, once again, not fitting my Air handler unit. They talked with Daikin and were sent another coil, that coil, also did not fit. So at 5 failed installs. My household has been without Air all season thus far. Phone calls have been made to customer support on a weekly basis woth no resolution. I have asked on multiple occasions for the air handler to be replaced with no response. The unit has been disassembled and put back together on 5 occasions, which cannot be good for a new unit. I have spent hundreds of dollars on service calls and labor with no solution. I have 2 children and 2 dogs in the home that is averaging over 80 on hot summer days. This is unacceptable after spending over 7k on this unit and it is under warranty. I have all phone calls and emails documented. We have had 2 deals and 2 competent distributors involved with zero resolution. I would like Daikin held accountable and help with this. Thank you

  Business Response

  Date: 07/15/2024

  Hello,

  Thank you for contacting Daikin Homeowner Support!

  I do apologize for any inconvenience this may have caused. I do show you are currently working with a supervisor in the **************************** regarding your request. Please continue to work with your point of contact in the homeowner support department as they are working to find you a resolution. Thank you!

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our licensed air conditioning contractor, Andys AC Repair of *****************, **. has installed a new 3 Ton Goodman HVAC unit for my park model home on Aug. 10, 2023. About April 25, 2024, the contractor removed a failed condenser fan motor and stated that a new warranty part motor would arrive in about 10 ********************************************* the interim that was supposed to make the unit function as designed, however, it has not and we remain without air conditioning. Now, nearly 2 months later the contractor has not received the warranty part after having been sent two incorrect fan motors. Since no firm date has been provided to receive the correct part I contacted Daikin Comfort Tech directly via their website and phone pleading for help to no avail (Case No. *******), including today upon learning from the contractor that the main part of the air conditioning unit, the condenser motor, had new failed! The contractor contacted his distributor's Central Region Vice President, ***** ******, who declined to replace the unit based upon the a warranty part condenser being available at a distributor "three days away from arrival". I contacted ** ****** myself and asked for a return call today as well. In the meantime, we have been without air condition for the most part of two months with temperatures reaching 87 degrees inside daily. And, the first part, the condenser fan motor, still has no arrival date. We paid for a new HVAC system and have not received what we paid for, nor do we have confidence in this particular unit going forward.

  Business Response

  Date: 06/24/2024

  Hello,

  Thank you for reaching out!

  If your HVAC dealer has already coordinated with the local distributor and devised a resolution, they will proceed with the necessary part replacement. The distributor will not offer a unit replacement if the required part is available. As the manufacturer, we cannot process any reimbursements or replacements. Should you have any questions or concerns, please feel free to reach out. Thanks!

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  While the condenser motor warranty part has been located and promised today (Monday June 24, 2024), we have yet to confirm it's arrival and installation.  Importantly, the condenser fan motor which failed in April 2024, some TWO MONTHS AGO, is not available with no end date available. 

  I again request buyback or replacement of unit.  If my demand is not accepted, I will seek further remedies which I had hoped to avoid.
  
  Regards,

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

  
  

  Business Response

  Date: 06/28/2024

  Hello,

  
  Thank you for reaching out!

  We do not process any type of reimbursements or replacements as the manufacturer. Your contractor can reach out to the local distributor with all reports, invoices, and any other documentation you are able to provide in order to support your claims. They have been given specific instructions on how to deal with situations just like yours and will be the only ones who are able to assist with anything outside of your warranty. I do apologize for any inconvenience this may have caused. Please feel free to reach out if you would like further instruction for your dealer. Thank your for contacting Daikin!

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2023, I paid almost $8K for a new outdoor and compatible indoor Goodman unit. On May 7, 2024, my unit stopped working. We saw what appeared to be smoke but later the installer stated that it was likely the freon escaping. Paying that kind of money for anything you would think the manufacturer would honor their defective equipment sold by their dealer. After speaking with the installer (******** HVAC), he stated the manufacturer's warranty only covers parts and it would cost me $1400 out of pocket to ***lace the damaged parts due to wires touching the compressor and other parts shorting out plus labor. I was livid! He knows I'm on oxygen and cannot survive in hot temperatures. He had his technician bring a portable unit however it only covers a small area and he had to put it in the kitchen. The fact remains that purchasing high dollar equipment that obviously came having a manufacturer's defect which caused the system to breakdown in less than a year, Goodman/****** should stand behind their product(s) and ***lace the system at no cost to the customer. Ridiculous! Also, it would take about 2 weeks to get parts, or I could have it expedited for $200 in 4-7 days. After speaking with the installer again, he states his distributor agrees that the unit should not have defaulted in such a short period and the whole unit would be ***laced tomorrow 5/10/2024. I spoke with a Goodman *** who told me that by their policy if you are without heat or air for 10 days, they would ***lace the unit. It would take about 14 days to get parts the distributor found out that they would ***lace the unit. More importantly, I am sick and on O2, living in these conditions for that long especially after paying almost $8K with it being 80 degrees in the house, could be deteriorating to my health! The installer says it's going to cost me $600 out of pocket for them to ***lace the unit now. I feel the manufacturer should incur all cost associated! I should not have to pay anything!

  Business Response

  Date: 05/10/2024

  Hello,
  
  Thank you for reaching out to Goodman Homeowner Support!

  We do apologize for any difficulties you may have experienced. We do not process any type of reimbursement as the manufacturer and would not be able to authorize anything outside of the manufacturers warranty. Our limited parts warranty does cover the parts themselves, however, it does not cover any type of labor or refrigerant charges that may occur. If the distributor has already authorized a unit replacement, any labor coverage for the installation will be the homeowner's responsibility to pay.

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

  Customer Answer

  Date: 05/27/2024

  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.  
  
  [Goodman product was poorly manufactured and after less than 12 months and spending thousands of dollars the equipment failed causing me an additional $600. They should stand by their defective equipment. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 06/13/2024

  Hello,
  
  We apologize for any inconvenience you may have experienced. While the distributor has offered a unit replacement under warranty, we are unable to cover the installation cost as well as any other cost outside of the manufacture warranty.

  For any installation-related questions, please contact your installer directly. Should you have any further questions regarding your warranty coverage, feel free to reach out to us at ************.

• Initial Complaint

  Date:03/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Goodman a/c system installed in 2017. In sp 2020 the coils started leaking. Repaired under 5 year warranty. In 3-24 they started leaking again. First guy was $1,200.00 for trying to find leak, dye and Freon. I called Goodman I was first told the coils were no longer a warranty job but a recall and everything would be payed for. Labor Freon. So it ran out of Freon found the leak in the coi again. Now another $1,300.00 for labor and Freon. Now Im $2,500.00 dollars into a warranty repair.after I called back I was told the coils were warranty. There was a class action suit but it was dismissed because they could not find enough people. This makes number 3 coil I think they should be responsible for all costs. Seeing as they use cheap aluminum to make them. I did not get my receipt for today yet 3-4-24 the wil email it

  Business Response

  Date: 03/05/2024

  Hello,

  Thank you for reaching out! Our warranty is only a limited parts warranty and does not cover any type of replacement of units or reimbursement. If you would like to provide the serial number of your unit, I could verify exactly the coverage you have. However, as a manufacturer, we do not provide reimbursements. Your contractor can reach out to the local distributor with all reports, invoices, and any other documentation you are able to provide to support your claims. They have been given specific instructions on how to deal with situations just like yours and will be the only ones who are able to assist with anything outside of your warranty.

  If you are claiming your coil is affected by the Goodman Coil Drain Pan Recall, please send your coil, furnace, and outdoor AC serial so we may investigate the issue further.

  Thank you for contacting Goodman Homeowner Support!

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Registration Start Date: 01/11/2021 and 5 year warranty end date 01/11/2026. It was manufactured 10/28/20 and installed 1/11/21 and currently under warranty. Model is FTXB24AXVJU and RXB24AXVJU. I paid approximately $3,400 plus another $835.00 for labor repair to 2.0 ton wall mount Daikin mini-split. I have about $4,235 invested into this unit and it still doesn't work. Daikin warranties the parts for 5 years. The HVAC technician was on the phone with Daikin and told to replace the inside circuit board and fan motor and after waiting months and months for parts to come in that was replaced and unit doesn't work. Daikin now says to replace outside circuit board, replace the inside circuit board again and remove unit from the wall and replace the cables between inside and outside unit and re-install. HVAC technician says they gone down this path before and this will go on until we all give up or the warranty ends and unit still won't work and they no longer want to be involved. The **** companies apparently have to front the money for parts and usually don't see reimbursement for months or could even get a reduced credit amount and I have to pay all the labor and wait months for parts and for all to play out and the units may still not work after that. I have reached out to Daikin and no response or resolution. I am concerned that even if Daikin replaced the entire inside/outside unit it may break again and I will be back in this repair cycle again. I believe the best resolution option is a prompt full retail refund of $4,235 for this entire Daikin mini-split system by way of a check sent to my home address.

  Business Response

  Date: 03/05/2024

  Hello,

  Thank you for reaching out! Our warranty is only a limited parts warranty and does not cover any type of replacement of units or reimbursement. If you would like to provide the serial number of your unit, I could verify exactly the coverage you have. However, as a manufacture, we do not provide reimbursements. Your contractor can reach out to the local distributor with all reports, invoices, and any other documentation you are able to provide to support your claims. They have been given specific instructions on how to deal with situations just like yours and will be the only ones who are able to assist with anything outside of your warranty.

  Thank you for contacting Daikin Homeowner Support!

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received calls from service company BTR, *********************, MD, regarding recall part on our 2019 Goodman Furnace. We explained our local service ** who sold us and services our furnace had made recall repairs Feb 10, 2023. *** said they were hired by manufacturer to install drain pan. He came May 23, 2023 to make repair. June 20, first use of a/c. No a/c. Called Arctic Heating and **oling, our local service *** Found substantial damage to unit. Were charged ***** as could not honor our service contract with obvious work not their own. Called BTR to repair leaks in the system. Were told no refrigerant lines were cut. BTR is approx 2+ hrs away. We needed cooling. Had Artic repair system on 6/23/23. **st was *******. Now out ******* for manufacturer recall. Called Goodman (Motili) contact # on recall notice spoke with *******. Was told file was closed on 5/23/23 (by *******). Referred to Special Projects at Daikin/Goodman. (Many calls to get here). Spoke with *****. Helpful. Emailed photos and invoices from Arctic to ************************************************************* BTR left no info on work done. ***** called 1/3/24, said Motili would be handling the case for reimbursement. 2/2/24 I called *****, was told someone would be in touch in ***** hrs. Didn't happen. ***** has been as informative as I think she can be. We had a recall on our 2019 Goodman system that was repaired. And then repaired again. And then we pd to have it repaired from the repairs. We have spent ******* for this recall so far. There seems to be a breakdown in info sharing between Motili and special projects of Daikin/Goodman. It has been an experience we can't afford. Our newer system has now been cut up and repaired, both inside and outside units. Our last service (12/7/24) showed rusted burners that surprised the tech in a unit this new. Upcoming cost to replace is ******. Upcoming dual run capacitor as well, *****. We're including these charges. Thank you.

  Business Response

  Date: 02/15/2024

  Hello ******* *******,

  We sincerely regret the difficulty you have experienced. Our internal recall team is investigating this issue you are having. They should be inContact with you shortly. If you desire additional assistance, please call our recall team at ************.

  Customer Answer

  Date: 02/16/2024

  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,
  ******* *******
  
   
  

  Customer Answer

  Date: 02/23/2024

  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.]

   

  We reject the submitted response. Our reason for this rejection is that we have been told this response before with no follow through. Our last communications with ***** were that Motili was handling our reimbursement and after month or so passed I called back and ***** said someone would be in touch with me in ***** hrs. That was well over a month ago with no response from anyone.

   

  -******* *******

  
   
   

  
  

  Business Response

  Date: 02/23/2024

  Hello Matthew *******,

  Motili has gotten back with our recall team and stated that reimbursement has been issued. They stated that the check was scheduled to be mailed out this week.

  Customer Answer

  Date: 03/13/2024

  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.]

   

  We received a check for ******* from ******. There was no correspondence of any kind, simply a check. We waited to cash this, expecting the refund of the ***** service charge paid to Arctic Heating and Air Conditioning. Our receipt of payment was included in the original complaint. 

   

  This was a manufacturer recall and we request Motili or Goodman to explain why we would have to pay for any loss associated with this recall. We had the pan installed, our first attempted use of A/C resulted in no cooling. The service call was necessary to find the problem. We have a service contract with Arctic, but they had to charge us a service call because it was not their prior work and it was not a maintenance visit. We paid *****, ck#**** on 6/20/23. Arctic returned on 6/22/23 to make the repairs we were reimbursed for on 2/14/2024, stating warranty reimbursement. This was a recall, not warranty work.

   

  We received the check for ******* on 2/24/2024. There was no letter or call, so we waited to cash until 3/4/2024.

   

  We request reimbursement of the loss of ***** which was required to discover that there was substantial damage to our unit for a recalled part's installation. This is part of our damages for the Goodman part recall. This was stated on the original complaint.

   

  Please note, this is not a warranty reimbursement we are requesting or getting reimbursed for. It is a Goodman recall on our unit that resulted in damages.

   

  Thank you.

  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 03/19/2024

  Hello *******,

  We have contacted Motili about the reimbursement and they informed us that a check will be processed and sent out as soon as possible for the $89 that were missing. We do apologize for the inconvenience, but if you have any other questions, please feel free to contact our Corrective Actions Team at ************ or the Homeowner Support Team at ************.

  Thank you.