Business Profile

Heating and Air Conditioning

Daikin Comfort Manufacturing LP

Headquarters

BBB Accredited Business A+Rated by BBB

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Initial Complaint
10/04/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 23, 2013, I had a complete Goodman Heating System and Central Air System installed in my home. It came with 10-year parts and labor warranty. The system began giving me problems from the first year I had it up to the present. I've had 6 or 7 repair calls in the past 10 years due to either the AC or heater not working. The warranty DID cover those past repairs. However, In April of 2022, I turned on my AC. It appeared to be working fine as it was cooling the house all summer, so I had no reason to think anything was wrong. (note: The unit is located in my basement. I am disabled and cannot get up and down the stairs because I use a wheelchair). But when I went to turn on the heat at the end of September 2022, I noticed the heat wasn't working. So I had a friend go down to put in a new air filter. When he went down to the basement, he discovered about 2-4" of water across the floor in the basement where the AC and furnace are located. I called ************* a contractor who had been doing the warranty work for Goodman Manufacturing, and their tech came out and fixed the leaking AC on 9/29, but said that the water must have shorted out the control board on the furnace. He said he'd have to order a new control board from the manufacturer. I called ************ back today (10/4) to inquire when they can expect to get the part...and they said the control board has been on backorder from Goodman Manufacturing since summer and they had no idea when it would be available. We are freezing in this house & have no idea when we will be getting our heater fixed. ************ said the only immediate option to get me heat, would be for them to either: attempt to see if they could find a universal control board that would work with the Goodman system, OR for me to have the complete system replaced (both would be at MY expense on a system that is still under warranty.)
Business response
10/18/2022
**** *********
Thank you for bringing your concerns to us. I see in our records that you have been working with the Homeowner Support.
The condensation drainage lines you have been speaking of are not apart of the unit that was manufactured by Daikin Comfort Technologies. You would need to speak to your service company for assistance with this. Also, I see that our records indicate the part was released to your dealer.
If you need further assistance please contact Homeowner Support at 877 254 4729
Customer response
10/20/2022
[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.
Initial Complaint
10/03/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of the recalled part installed 6-30-2022 My HEAT would not come on so I called the company that installed my unit and that warranties the unit. Date for the service call to get my Heat running 9-30-2022 Recalled part replaced by the company Goodman Manufacturing Co sent to my home was improperly and incompletely installed. They failed to wire the blower for the furnace to the new board. I have written evidence from my original HVAC company that the company that performed the recall service call did an incomplete and faulty job. The issue has not been resolved and numerous calls and emails have been sent. A $90 refund has been requested for the service call I incurred due to improperly and incomplete installation of the recalled part. Documents enclosed.
Business response
10/18/2022
********* *******
Our records indicate that you have been working with the Homeowner Support Department and they have assist you with a reimbursement.
Customer response
10/20/2022
[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 have received a phone call then an email requiring me to sign a form but I have no way of signing it via email. The representative said that a hardcopy will be mailed for me to sign and return to accept their offer to get refunded the cost incurred by me for a faulty job done by their recall part service provider.
Initial Complaint
09/20/2022
Complaint Type:
Service or Repair Issues
Status:
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.
On Tuesday, September 6, 2022, our Goodman AC stopped working (purchased in 2019). A "coil" needs to be replaced. The unit is under warranty. The factory in Houston was contacted the same day but has given no ETA on a new coil. Today is September 20, 2022. That is two weeks, fourteen days, of no air conditioning in SOUTH FLORIDA with temperatures regularly in the high 90's and oppressive humidity. We have had to purchase two portable AC units for $450 just to make the bedroom and kitchen habitable. I'm afraid we're going to have mold problems and health problems. Tim Durfee, who sold us the unit has contacted Goodman and cannot get an ETA on the part. Tim Durfee said the distributor in Ft. Pierce, Florida is asking the warranty department in Houston if they will permit us taking a coil out of a new unit because of the delay but they haven’t heard back yet. In short, Goodman is NOT honoring the warranty. The resolution I desire is 1) delivery of a new coil so that our Air Conditioner can be repaired. 2) I also desire remuneration for the $450 we have spent (so far) on portable Air Conditioners. Thank you.
Business response
09/30/2022
Fred *****,
If you would please provide the contact name and information of the service company you are working with. We will then contact them to see how we can assist in this purchase order request.
Customer response
10/06/2022
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.

After a month without air conditioning, the coil was provided and successfully installed on my Air Conditioner. However, I had to purchase two portable AC units to cool at least two rooms of my house while I waited nearly 30 days for Goodman to resolve their parts issue. I have requested reimbursement for those units. The cost to me was $638.36. I have uploaded a copy of the receipt. Upon reimbursement I will consider my complaint resolved. Thank you.
Authorized Dealer who sold me the unit - Tim ****** 772-971-5884 - Durfee's Heating & Cooling LLC
Authorized Distributor - David ***** - 772-465-2233

Regards,

Fred (Steve) *****

Business response
10/24/2022
David *****,
Thank you for letting us know that the unit was repaired correctly under the warranty. If a part request was taking more than ten days your servicer can speak with the distributor for a replacement. Our warranty specifically clarifies that it will not cover additional cost due to part availability.
Would you like us to provide you a copy of your warranty details?
Initial Complaint
09/20/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I am currently a residential homeowner that replaced an original Carrier brand 5-ton Evaporator Coil with with a Daikin DV61PTCD14 unit in December 2017. In April of 2021, that unit failed after 3.5 years of residential service. That unit was replaced with a Warranty Coil where I was hit with a ~$1150 labor charge. As of yesterday, the latest warranty coil has failed which is approximately 15 months after the previous failure. This time, the estimate for labor replacement is ~$2200 include the replacement of 12.5 pounds of 410A. I am currently sitting in my hot home in South Texas heat praying for a miracle. #DISAPPOINTEDINDAIKIN I believe that this warranty replacement frequency is beyond what is reasonable and customary. I understand what is written in the warranty document, but I am appealing to Daikin's sense of decency in assisting to resolve this matter by covering the labor/repair charges associated with this latest estimate. There is no way a warranty unit should fail within 18 months in residential use. At this rate, I'll be expending a few thousand dollars every 18-36 months on a single evaporator coil that should last a lifetime. The true winners in this are the HVAC Installation companies due to the quality of the coil. Absolutely absurd. I am no HVAC technician, but I am a Licensed Mechanical Engineer in the State of Texas and I understand HVAC equipment and design fairly well, and this does not appear to be it, but I am ready to have a conversation on resolving this issue.
Business response
09/30/2022
Emmitt ******,
Thank you for contacting us regarding the concerns with your unit. Please provide all serial numbers and invoices related to these repairs. We will then be able to look further into your concerns.
Customer response
10/10/2022
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.

I have attached the requested documents for the unit: Model No. DV61PTCD14AD Serial No. **********

Regards,
Emmitt ******

Business response
10/24/2022
Emmitt ******,
We have been able to look into the warranty of your products and noticed the labor warranty coverage was not selected. If a homeowner chooses to not purchase the Asure Care warranty within the first year of the units life, then labor coverage would not be covered.

We respect the choices of the homeowner to select if labor coverage is offered.
Initial Complaint
09/20/2022
Complaint Type:
Service or Repair Issues
Status:
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.
On 09/19/2022 I Nelson Azcue (the customer) went to Goodman Air conditioning and heating Distributor located at 1638 nw 215th st Miami Gardens Florida 33056, The AC system had been diagnosed and found a Locked-up compressor. I arrived to the above mentioned distributor and was asked for the serial number of the unit (1611209481) to check on the warranty, the person at the counter mentioned the unit was covered under warranty but the part was not available at their location and pointed me to the Fort Lauderdale location were the part was showing as available.I drove to Goodman Air conditionig and Heating Distributor located at 4140 SW 30th Ave #102 Fort Lauderdale Fl 33312, I was again was asked for the serial number of the unit and was told one more time that the unit was covered under warranty and once I take the old unit back to them they will process the credit back to me. Same representative also mentioned i could return the old unit to any of their locations. Invoice # CQ71500. Compressor was installed on 09/19/2022. On 09/20/2022 i arrive back to the Miami Gardens location as it is on the way to work. The represntative at the counter once again asks for the serial number of the old unit and new unit. after he spends 20 minutes presesing the warranty tells me that the compressor will not be covered because the home chnaged owners, something that was NOT said before the warranty was looked up 2 different times the day before. Currently spent 966.21 on a part that is under warranty but would not give back the credit.
Business response
09/30/2022
Nelson Azcue,
Thank you for contacting us. The original homeowner would receive a different warranty then the secondary homeowner. When contacting the distributor you would need to give them the address of the current homeowner to verify the warranty. The warranty claims system will verify the current property tax records to indicate if a new homeowner has purchased the property.
A concession for a refund outside of the warranty period will not be granted.
Initial Complaint
09/09/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We purchased a two ton daikin a/c unit in June 2020 with a 12 year warranty. The system stopped working three weeks ago. Our contractor has attempted to contact Daikin Tech service on two occasions with no timely response. The first response was after a three hour wait time and the tech informed the contractor he would have to perform testing on the unit. Since contractor had other jobs he could not wait three hours. He then called tech services again today and was told they would rush their response...over an hour and one half later still no call back. We have been without a working unit in Texas heat for three weeks...THIS IS BAD BUSINESS.
Business response
09/14/2022
Ed **********,
Thank you for contacting Daikin Comfort Technologies. If your dealer is needing assistance they can contact the technical support group by phone or contact their local distributor technical representative.
Please contact Homeowner Support if you have any further questions or concerns. 877 254 4729

Thank You,
Daikin Comfort Technologies
Customer response
09/14/2022
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.] It looks to me that the wheels at Daikin did not bother to read the complaint. The whole problem we could NOT get any one at customer services to talk to me. Friday, and I was put on hold, and NO one picked up the phone to talk to me. Friday I guess was going fishing day, don't worry about customers. As for the dealer he waited out side by the unit in hot September in Texas., for over 2 hours for a Daikin tech to call back, guess he had to go fishing too!! Of course NOT this complaint is NOT closed! Big companies like Daikin think they can do any thing they want. We bought their piece of junk air conditioner, and in 2 years the thing stopped working. Tell the fools to read the original complaint!!!

Regards,

Business response
09/30/2022
Ed **********,
If you would like we can have technical support contact your licensed technician if you would provide the contact information for your servicer. Your service company can also schedule a call with them to ensure someone is available.
Customer response
10/03/2022
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.]
. 9, 2022, not a single person from Daikin, or any of their affilates have contacted me about my problem. It took a lot of hard work from the person who sold the A/C to us, but he got it fixed and it seems to be working, no THANKS from Daikin Corp. What they just did in answering my first rejection, was ask the question they should have from the very beginning.
I do not want to let Daikin off the hook so easily. I want my loathing of this company to be in your files for ever and a day. They did NOTHING to help in this manner, and their stupid A/C has a 10 year warranty. It still cost us out of pocket $300.00, and I want DAIKIN TO HELP PAY FOR THIS! The whole problem was their lousy product just couldn't cut it! And they owe us!!

Business response
10/24/2022
Ed **********,
We are glad to hear your servicer was able to diagnose and repair your unit correctly. If a homeowner chooses to not purchase the labor coverage on a unit within one year of the units life, then labor claims will be rejected.
The only coverage we currently see on your system is a limited parts warranty. Did you purchase the labor coverage through ***** Care?
Customer response
10/26/2022
[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.
Initial Complaint
09/08/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My evaporator coil drain pan was subject to the recall due to fire hazards. I was told that it would be many months until they could send someone out to repair the equipment but I was told that I could use my own HVAC company to do the repairs and be reimbursed. I decided to do this as I did not want a fire to occur but I cannot get Daikin/Goodman to reimburse me for the cost of the repair. I have been told numerous conflicting things and received multiple phone numbers to try to call, none of which have worked. I should not have had to pay for this repair since it was the company's fault and I would like to be reimbursed.
Business response
09/14/2022
Lisa ********,
Thank you for contacting Daikin Comfort Technologies. The invoices provided do not show a description of what work was preformed on what units. If you could please provide an updated invoice we will then look into the next steps to assist you with this matter.
Daikin Comfort Technologies
Customer response
09/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I am responding with additional documentation (see attached).

Regards,
Lisa

Business response
09/28/2022
Lisa ********,
Thank you for providing this information to us for review. Your service company (Aero) would need to contact their local distributor and file a claim for the repairs made on the unit. They would then be able to reimburse you after they have filed the claim.
Customer response
09/29/2022
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. I am seeking reimbursement from Goodman for having repaired something that was subject to a recall. I was told by the call center people that I could have my own HVAC company come and fix it and then submit my invoice for reimbursement. Now the company is trying to claim something entirely different and add additional unnecessary steps. It should not be this difficult for me to be reimbursed when I already submitted proof that I was subject to the recall and submitted proof that an HVAC company came out to fix the recall issue. I don't understand why Goodman won't simply reimburse me. This is horrible customer service and I should not be on the line for a couple hundred dollars for a repair that I only had done because of Goodman's faulty product that could have caused a fire in my home.

Business response
10/07/2022
Lisa ********,
You will be receiving an email and phone call call from the member of the Homeowner Support Team to assist you in reimbursement.
Customer response
10/12/2022
[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.
Initial Complaint
09/01/2022
Complaint Type:
Service or Repair Issues
Status:
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.
$32,000 ac/heating unit installed in October 2018 has multiple leaks in outdoor unit beginning April/May 2022. The same outdoor unit has had two fans and a *********** replaced in 2022 and numerous visits by my HVAC Professional - at a cost so far of $5300 in 2022 - have proven that the unit is a lemon. Daikin sent a tech rep out to review the unit on 8/19 and they remain silent on sending a new unit as it is under a 10 year warranty. Numerous calls and emails to Daikin go unanswered and there is no follow-up. The unit is UNDER WARRANTY and is leaking refrigerant into the atmosphere and their silence is unacceptable. My HVAC pro has put over 20 pounds of refrigerant into the system and there is no end in sight.
Business response
09/01/2022
****** **********
We are sorry to hear of your problems associated with your HVAC unit. Please send me the serial numbers for all of your Daikin HVAC units in your home and any repair invoices you have from previous repair work.
Once we receive this information from you we will be able to review your case and make a recommendation to you.

Thank you,
Daikin Comfort Technologies
Initial Complaint
08/30/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Bought a house on 12-2016. AC unit was installed by chas Roberts. Unit is under sized for my house. It's a Goodman unit after 5 years unit won't cool down my house. Reached out to Goodman they stated that the unit is not under warranty anymore. Need help on getting AC fixed to cool down house or a bigger unit that if correct size for my house. Attached are pictures of the serial and the size of the unit. Unit is 3.5 Tons and my house is 2800 sq ft. Rule of thumb for AC unit is 1 ton per 500 sqft.
Business response
08/30/2022
Robert K*****,
Thank you for bringing this to our attention. You will need to talk to your service company about the sizing of your unit. This is not something chosen or recommended by Goodman. This is something the installing service company is responsible to size correctly.
Initial Complaint
08/19/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My unit has been torn up since May I have a service tech but they are being told the part is on back order. It is now August and I have contacted customer service numerous times in the past months trying to get this resolved. My unit is under warranty and I am still paying on it but it seems that it is fine with this company to not resolve warranty issues especially in 100 degree weather! Please see attached with emails and dates. I have had no response in 2 weeks and have called and left messages 2 times this week. I need help getting this resolved and would also like a refund for the money I have had to use to buy window units and borrow portable units to cool my home. This is a breach of warranty contract.
Business response
08/24/2022
Goodman Manufacturing does not provide parts directly to homeowners. If a service company has placed a Purchase Order at a local distributor they would need to follow-up with the local distributor. Since the purchase order was not placed by the homeowner, we are unable to give updates to the homeowner.
Business response
09/22/2022
Thank you for providing me this information. Please have your service contractor speak with the distributor about a possible unit replacement. The distributor would talk with the Order Services Department to see if this can be replaced under warranty.

Since the Purchase Order does not belong to the homeowner we are unable to update you on a purchase order that belongs to a service company.
Customer response
09/29/2022
[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 have forward this message to my service contractor it is One Service Pro

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