Initial Business Response /* (1000, 5, 2014/08/01) */
The customers 2 year warranty with Genz-Ryan had expired as they explained in their complaint. Upon diagnoses of their AC, a manufacturer defect was found that was causing their unit to not work. The parts were covered under warranty by the...
manufacturer but the labor was not. The cost quoted to the customer for the labor on the repair needed was $1264 with no warranty. The builder for their new construction home reached out to us and stated they would like to pay a portion of this repair. We gave the customer and builder a $200 discount off the original quoted price of $1264. The builder paid $564 of this repair and the homeowner paid $500. If they wanted to upgrade the repair to include a warranty, the upgrade would have been an additional $369. They chose not to pay for this warranty at the time of the service. I have attached a copy of their invoice and quotes to this email. We replaced the coil in their unit on 6/13. We have tried to reach out to the customer regarding their ac not working since we received this complaint. Their phone will ring but we are unable to leave a voicemail and no one answers. We would love to get a technician back out to the home to confirm what is causing the AC to not work currently. Without having a technician back out to the home there is no one of knowing whether the current issue even has something to do with the original repair. Please have the customer call us at XXX-XXX-XXXX to schedule a service call. We would even be willing to waive our $99 diagnostic fee to have a technician come out and diagnose the current issue.
Please let us know if you have any questions or need anymore info.
Thanks,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, my husband nor I have received any phone calls or emails from Genz-[redacted] (they have both of our contact information). The offer to waive a fee of $99 to come out and diagnose what your company did incorrectly (again) does not resolve the issue because we have already had someone else come out to make the repairs. Once again, the unit was not working because of errors that Genz-[redacted] made to the unit. They overcharged the coolant again (which is what broke the coil in the first place). The other company we called came out, removed some coolant and it is working perfectly. I would not have wanted your company back out to work on the unit because it is their fault that it has been broken twice now. I would like the $500 refund to myself as well as have you pay back our builder the $564 they paid. You didn't fix anything. Two different companies now have come out and addressed the same exact problem that Genz-[redacted] has caused. The last company that came out offered us a 90 day warranty on their service without any additional charge. Charging someone for a warranty when you know your company makes mistakes is very dishonest.
Final Business Response /* (4000, 9, 2014/08/14) */
"Under the circumstances, we would like to resolve your complaint with offering you a full refund. After further review, we do feel that we may have misdiagnosed your system and would like to take full responsibility for this. Please call us if you have any follow up concerns or questions. "
Initial Business Response /* (1000, 5, 2015/01/28) */
I called [redacted] this morning. I have offered to waive our service call charge to go back to the home and diagnosis the work needed. Our plumber would then provide them with options for the repair. The repair would not be for free but the...
service call charge would be. She is going to speak with her husband and call us back.
Initial Business Response /* (1000, 5, 2014/09/03) */
We have spoken with [redacted] and have agreed to give him a refund of $188 as her requested. We will send him a check. We apologize for the inconvenience that was caused by this issue and hope to continue to be a service provider for him in the...
Initial Business Response /* (1000, 5, 2014/08/01) */
The customers 2 year warranty with Genz-Ryan had expired as they explained in their complaint. Upon diagnoses of their AC, a manufacturer defect was found that was causing their unit to not work. The parts were covered under warranty by the...
manufacturer but the labor was not. The cost quoted to the customer for the labor on the repair needed was $1264 with no warranty. The builder for their new construction home reached out to us and stated they would like to pay a portion of this repair. We gave the customer and builder a $200 discount off the original quoted price of $1264. The builder paid $564 of this repair and the homeowner paid $500. If they wanted to upgrade the repair to include a warranty, the upgrade would have been an additional $369. They chose not to pay for this warranty at the time of the service. I have attached a copy of their invoice and quotes to this email. We replaced the coil in their unit on 6/13. We have tried to reach out to the customer regarding their ac not working since we received this complaint. Their phone will ring but we are unable to leave a voicemail and no one answers. We would love to get a technician back out to the home to confirm what is causing the AC to not work currently. Without having a technician back out to the home there is no one of knowing whether the current issue even has something to do with the original repair. Please have the customer call us at XXX-XXX-XXXX to schedule a service call. We would even be willing to waive our $99 diagnostic fee to have a technician come out and diagnose the current issue.
Please let us know if you have any questions or need anymore info.
Thanks,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, my husband nor I have received any phone calls or emails from Genz-[redacted] (they have both of our contact information). The offer to waive a fee of $99 to come out and diagnose what your company did incorrectly (again) does not resolve the issue because we have already had someone else come out to make the repairs. Once again, the unit was not working because of errors that Genz-[redacted] made to the unit. They overcharged the coolant again (which is what broke the coil in the first place). The other company we called came out, removed some coolant and it is working perfectly. I would not have wanted your company back out to work on the unit because it is their fault that it has been broken twice now. I would like the $500 refund to myself as well as have you pay back our builder the $564 they paid. You didn't fix anything. Two different companies now have come out and addressed the same exact problem that Genz-[redacted] has caused. The last company that came out offered us a 90 day warranty on their service without any additional charge. Charging someone for a warranty when you know your company makes mistakes is very dishonest.
Final Business Response /* (4000, 9, 2014/08/14) */
"Under the circumstances, we would like to resolve your complaint with offering you a full refund. After further review, we do feel that we may have misdiagnosed your system and would like to take full responsibility for this. Please call us if you have any follow up concerns or questions. "
Initial Business Response /* (1000, 5, 2015/01/28) */
I called [redacted] this morning. I have offered to waive our service call charge to go back to the home and diagnosis the work needed. Our plumber would then provide them with options for the repair. The repair would not be for free but the...
service call charge would be. She is going to speak with her husband and call us back.
Initial Business Response /* (1000, 5, 2014/09/03) */
We have spoken with [redacted] and have agreed to give him a refund of $188 as her requested. We will send him a check. We apologize for the inconvenience that was caused by this issue and hope to continue to be a service provider for him in the...
future.