In June 2009 we had a new high efficiency Goodman Heatpump installed. The unit worked until the weather got cold.
Around Dec 2009 time frame our electric bills were unusually high ($600+). The issue was tracked to a failed compressor by John Naroznowski (contractor). It took a few weeks to get the replacement compressor which was installed around the Feb/March 2010 time frame. The unit appeared to work, but for some strange reason the compressor was significantly louder than the original unit. By the time the next bill came in we had yet another high $600+ electric bill. I noticed that even in 50 F degree weather the heat pump was calling for AUX heat. John was informed again about the problem in March and is trying to work with Barnett/Goodman to get this resolved. I have had the breaker turned off due to the excessive bills.
On April 26th 2010, I contacted John Strayer/Barnett to express my concern about the unit that they sold. I was assured by John Strayer that he was commited to resolving the issue 100%
On May 15th 2010, I made a formal complaint electronically to Goodman Mfg about the issues I had been experiencing with their unit. I received an automated response that someone on their staff would contact me shortly. Nothing was heard from Goodman Mfg.
On May 19th, after not hearing from Goodman Mfg I made a second complaint on their website. and again received an automated response that someone on their staff would contact me shortly. Nothing was heard from Goodman Mfg.
In May and June 2009, John Naroznowski spent many hours at the request of Barnett to provide further information. After discussing with Barnett technical staff, an initial diagnosis was made which required replacement parts, incorrect parts were sent by Barnett/Goodman to John Naroznowski. No further information is available on this issue.
On May 31 2010 a complaint was filed with the Better Business Bureau (BBB) of Houston, Texas where Goodman Mfg is based. On 6/9.2010 Goodman Mfg Responded to BBB that they tried to contact me but the email address was invalid. I rejected the Goodman Mfg response, because the email that I provided was correct (Goodman's automated response system confirmed this) and that I had also provided them with a direct cell number as an alternative contact number which was never used.
On June 23rd John Strayer/Barnett offered to replace the entire unit if we were willing to accept a scratch and dent unit (same specs as installed, new, except for cosmetic damage). We accepted the offer on the same day.
On June 24th 2010, John Strayer/Barnett informed us that a scratch and dent unit was not available. And he was working on replacing with a brand new unit with the same specs.
On July 2, 2009 I got a telephone call from Hema Purohit from Goodman Mfg. Who requested numerous information like electric bills etc, to support my case which I promptly provided. On July 6th I got confirmation from Hema Purohit that they received the information and Goodman Mfg Management was reviewing the sent data.
On June 29th John Strayer/Barnett requested that John Naroznowski (contractor) fill in some technical forms to get the process going to replace the unit. John faxed the form back to John Strayer/Barnett on July 5th with an updated correction on July 6th.
On July 8th Hema Purohit sent an email requesting information about the indoor unit. Which John Naroznowski (contractor) provided.
On July 9th Hema Purohit called me requesting additional electric billing information for them to review. I send my electric bills for the same period sent prior but a year earlier.
Subsequent, repeated calls and emails to John Strayer/Barnett resulted in stalling and nothing materialized from the promises made by John Strayer/Barnett, other that they were working on a solution, which have not materialized to date.
On July 9th Hema Purohit said Goodman would send a tech to look at the unit. As of the 19th, this visit has not been scheduled.
In the meantime, we are dying in the heat. My mother (78) and kids have to live with the heat all day. The food in the pantry is going bad. The basement is moldy. We all suffer from allergies. We are unable to sleep and feel lethargic and moody. Please Help!
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