Wicker Warehouse Outlet

Initial Business Response / [redacted] (1000, 5, 2015/04/27) */ We take this complaint very seriouslyWhen we received word that the homeowner's had another company out and they said we had misdiagnosed their system, we immediately tried to take actionWe would never want to leave a customer without heat unless their system may cause harm to anyone in the home [redacted] went out because their furnace was not runningHe found many faults in their system including a high reading of CO levelsBecause of this, he recommended that the homeowner not run their system until it was repaired or replacedThey scheduled him to come back and provide options for replacementAfter he left, they called back in to cancel his return to presentMrs [redacted] called us back and stated that another company had been out and said we misdiagnosed their systemWe offered to send someone back out to verify thisWe tried to coordinate a return with us and their other companyThe ***s declined these optionsWe have a policy here at Genz-RyanIf our technician shuts down a system for safety reasons and it turns out that he has misdiagnosed the faults, we will pay for a new furnace to be installed in the homeowner's home free of charge to themThis offer still stands to the homeownerThe only way to prove that we have misdiagnosed anything would be to have us out at the same time as the company who is stating we made a mistake The refund check for the years' worth of maintenance plan was mailed out to the ***'s last ThursdayThey should be receiving that check today or tomorrow I have included in this email a copy of the invoice and inspection check list from their recent service callI have also included the photos he took while at their homeIf you look at page of the invoiceYou can see the photo he took of the Combustion AnalysisThis shows that he got a reading of for the CO on their systemThis is what caused [redacted] to believe their system was running unsafely The desired solution is the refund of the service contract, this is already in progress as I stated aboveAs for the apology, we simply can't apologize for something unless we can confirm we have made a mistakePlease allow us back out to the home along with the other company to confirm their diagnosis is the correct one Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nubmer - if the furnace was faulty, by Minnesota Law, [redacted] should have red tagged it! This was not done, which lead us to believe that something was not quite rightOur hiring a contractor for a 2nd opinion, proved that there was nothing wrong with the furnaceThe CO reading that was taken by Genz-Ryan was on the chimmy stack and of course that reading is going to be higher and NOT accurateAnd at no time was there EVER a mention of a free funace if Genz-Ryan was wrong!! As far as the apoogly, we would like to hear from the owners of Genz-Ryan, if service is your top priority, there should be NO problem with it! This was a straight to our face lie and that is not how any kind of business should be conducted!

Mr. [redacted]Burnsville, MN 55306February 27, 2018 [redacted],Thank you for sharing your concerns regarding the service we performed at your home in November of last year.   I’m sorry to learn that no longer agree with the value in the rate we charged for the...

services provided in your home.  As you know, we did quote this price in advance of beginning work and you agreed to the price, in writing.  We understand that you may have been able to purchase a similar unit through your utility provider at a cheaper price.  However, at Genz Ryan, we price our packages as a complete service, not just a water heater.  In your case, your price includes the Premium Stainless Steel Water Heating System, prompt service and installation 24 hours a day and a 8 year “Can’t Write a Check” Peace of Mind Warranty.  Since we provided you with three other options, at a lower price that you did not choose, we believed you understood that value of the package you agreed to purchase.We would like to assure you that we see your purchase as a relationship with Genz Ryan.  We are fully prepared to make sure that your Water Heater is working at top performance 24 hours a day, 7 days a week, for the next 8 years.  To help make sure that we do our best to prevent any future problems I would like to offer our Elite Service Partner Plan Membership to you, at no charge, for the next 12 months. (a $240 value)  I will be updating your next billing date for your existing Service Partner Plan to March 2019.  I sincerely hope this good faith gesture helps demonstrate the value of the package you purchased.Regards,Jeff [redacted]Genz-RyanCustomer Service Manager###-###-####

I am rejecting this response because: We have not received any money back. A credit card refund shows up within a couple of days. It’s been 13 days, and no refund!

I am rejecting this response because:I am appalled at the lack of any sort of coherent response to what occurred in this instance. NO effort has been made to provide any sort of reasonable explanation...

for what happened.I believe the "technicians" behavior and actions was, at best, completely inept and more likely, entirely criminal in nature. They offered a MINIMUM $600 "band-aid" repair and promised it wouldn't last or perform as designed. --  Instead, I received a COMPLETE repair (from another company) for $89.95.In response, I received essentially empty emails pretending to want to "make things right" and assurances that they are "passionate" about their company and employees....  apparently just not about their customers.I deserve a complete written apology from the company's owner (for both the actions of the technicians AND the incompetence of the customer service department) and an additional payment of (at least) $89.95 to cover the repair that was made as minimal restitution for the 5 days we spent without air-conditioning.In the absence of both those items, I will do my best to ensure that NO one I know ever uses Genz-Ryan again.Thanks.(I have attached the email thread/exchange I had with G.R. "customer service")

[redacted] - Thank you for sharing your concerns with us.  I'm sorry to learn you were not satisfied with the services you received from Genz-Ryan.  Through a misunderstanding between our customer service representative and your spouse we have determined that we provided a service different...

than what you intended to request.  As a result we have issued a full refund for the services rendered on May 18, 2017.  The refund has been issued back to your credit card and take up to 7 days to reflect in your balance. If I can be of any further assistance please call me at ###-###-####. Thank you,Jeff [redacted]Customer Service Manager

[redacted] [redacted] Minneapolis, MN  55407   [redacted] Thank you for sharing your concerns regarding the air conditioning service we provided at your home on July 29th, 2017.  I’m sorry to learn that you were unhappy with the service we provided. In reviewing your service...

records I see that we initially scheduled the installation of your air conditioning system on July 18th, 2017.  During that visit our installers spoke with your husband, [redacted], prior to the installation.  During that conversation it was determined that some of Ted’s expectations for the installation were unclear.  In good faith, our installers made the decision not to proceed with any alterations to your home until all details were completely clear.  On July 19th, 2017 our technician Noah, who initially discussed the installation plan, returned to your home to clarify the details.  Once all details were agreed upon we scheduled return visits for July 25th and July 26th to complete the installation.  Although these additional visit were undoubtedly an inconvenience, they were done at no additional charge and were in an effort to provide you with the very best service possible.  In the end, we believe the extra time spent resulted in a better installation that met your expectations.  On behalf of everyone at Genz-Ryan that was involved in your installation, we apologize for any inconvenience the installation delays caused.  We appreciate that your time is very valuable.  It is our hope that we will have the opportunity to demonstrate that appreciation in future service visits.  Regards, Jeff [redacted] Genz-Ryan Customer Service Manager ###-###-####

March 16, 2018Melissa,I'm sorry to learn you have not yet received your refund of $598.00. Please know that your refund has been processed and a check was placed in the mail to your address on March 13th, 2018.I apologize for the slow processing of your refund. However, Genz Ryan fully intended to honor our good faith gesture of the refund.If you have not received your refund check by Monday 20th, 2018 please contact me.Regards,Jeff [redacted]Genz Ryan Customer Service Manager[redacted]

To Whom It May Concern, Genz-Ryan is a flat rate company, which means that whenever a customer purchases any level of service from us the parts and labor are always included for one price. We provide this pricing to the customer before we do any work, once we get approval and a signature from the...

customer only then will we do the work. We have discussed this policy with Mr. [redacted] when he called in and spoke with our customer service representative, Monique, and also our customer service manager, Natalie. Mr. [redacted] then explained that he is looking to get reimbursed for the furnace repairs we did, and he understands that he will not get reimbursement for the humidifier installation we did. We understand the situation that he is in, so Natalie is going to be following up with the technician’s manager to see what we can do in this situation. The second issue Mr. [redacted] brought up was the charge on his credit card for the maintenance plan. We reviewed the error and corrected it on January 9th. Mr. [redacted] signed up for our maintenance plan on an annual basis, and we had accidentally set the plan for monthly charges. The credit card was refunded the accidental charges and left a voicemail apologizing for the error. Attached is the receipt for the refund processed on January 9th. Feel free to reach out to us with any further questions or concerns, Natalie [redacted] Customer Service Manager ###-###-####

Revdex.com: 
12/5/2017
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Note I did contact another company and got their email within the "same day" of service and used their services.   I THANK THE Revdex.com; for handling this matter is such a fast efficient way.
My attempts as a consumer; to resolve this issue with this company provided "No Results"
Thank You
[redacted]

Initial Business Response /* (1000, 5, 2015/04/27) */
We take this complaint very seriously. When we received word that the homeowner's had another company out and they said we had misdiagnosed their system, we immediately tried to take action. We would never want to leave a customer without heat...

unless their system may cause harm to anyone in the home. [redacted] went out because their furnace was not running. He found many faults in their system including a high reading of CO levels. Because of this, he recommended that the homeowner not run their system until it was repaired or replaced. They scheduled him to come back and provide options for replacement. After he left, they called back in to cancel his return to present. Mrs. [redacted] called us back and stated that another company had been out and said we misdiagnosed their system. We offered to send someone back out to verify this. We tried to coordinate a return with us and their other company. The [redacted]s declined these options. We have a policy here at Genz-Ryan. If our technician shuts down a system for safety reasons and it turns out that he has misdiagnosed the faults, we will pay for a new furnace to be installed in the homeowner's home free of charge to them. This offer still stands to the homeowner. The only way to prove that we have misdiagnosed anything would be to have us out at the same time as the company who is stating we made a mistake.
The refund check for the years' worth of maintenance plan was mailed out to the [redacted]'s last Thursday. They should be receiving that check today or tomorrow.
I have included in this email a copy of the invoice and inspection check list from their recent service call. I have also included the photos he took while at their home. If you look at page 4 of the invoice. You can see the photo he took of the Combustion Analysis. This shows that he got a reading of 130 for the CO on their system. This is what caused [redacted] to believe their system was running unsafely.
The desired solution is the refund of the service contract, this is already in progress as I stated above. As for the apology, we simply can't apologize for something unless we can confirm we have made a mistake. Please allow us back out to the home along with the other company to confirm their diagnosis is the correct one.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nubmer 1 - if the furnace was faulty, by Minnesota Law, [redacted] should have red tagged it! This was not done, which lead us to believe that something was not quite right. Our hiring a contractor for a 2nd opinion, proved that there was nothing wrong with the furnace. The CO reading that was taken by Genz-Ryan was on the chimmy stack and of course that reading is going to be higher and NOT accurate. And at no time was there EVER a mention of a free funace if Genz-Ryan was wrong!! As far as the apoogly, we would like to hear from the owners of Genz-Ryan, if service is your top priority, there should be NO problem with it! This was a straight to our face lie and that is not how any kind of business should be conducted!

We apologize for the issues in regards to the service work we did for you recently. The billing issue has been resolved, this was a miscommunication with the office and the technician. He gave you the 5% discount for the scheduling issues, that discount equaled $124. You are paid in full...

for the service. As we have explained over the phone, we are a flat rate company so we are unable to itemize the invoice as you have requested of us.  If there are any other concerns that we have not addressed, please give our office a call at ###-###-####.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12247426, and find that this resolution is satisfactory to me, provided they refund my $1,349.00 right away.
Thank you Revdex.com for the help! As always you are a great organization that helps people like us at the right time.

I have reviewed the response from Jeff [redacted]. I do not wish to pursue the matter any further, but not because we are satisfied with the response. I do not wish to pursue this anymore because I found his apology disingenuous. I can see we aren't going to get anywhere. His apology seemed more like an attempt to blame my husband for what happened, when the truth is that my husbands "expectations" were based solely on what Noah said at his first visit. Incidentally, I called Jeff [redacted] after our experience to discuss with him and he did not respond to me until I filed a complaint with the Revdex.com. We would like to close our complaint because we don't want to dedicate anymore emotional energy to this. We are so disappointed with Genz Ryan and would never recommend them to anyone we know.

[redacted] Savage, Minnesota 55378   [redacted], Thank you for sharing your concerns regarding the plumbing service we performed in your home.  We are sorry to learn that you are unhappy with our service.  In reviewing your service records we see that on...

June 12th, 2017 we dispatched a technician to your home to perform our $59.00 water heater tune-up.  You request that, during that visit, our technician review some additional issues you were having with your plumbing systems.  During that visit our technician performed the requested water heater tune up and presented your husband James with several solutions to address your other plumbing concerns.  Before repairs began James selected our “Economy” repair solution.  James signed a work authorization agreeing to the selections and repairs.  The work was completed the same day.  On May 20, 2017 you contacted me with concerns regarding the June 12th, 2017 service.  Upon review of your 6/12/17 invoice, that James signed, the field that agrees to a service plan was completed in error.  I assured you that we would correct the invoice and cancel any pending service plan agreements.  I also agreed to have our Plumbing Field Manager contact you that day to further discuss your concerns.  Later on May 20, 2017 of Plumbing Field Manager, Loren, contacted you to discuss your invoice concerns.  Upon review of the invoice Loren acknowledged the service plan error on the invoice.  He also confirmed that our service plan has no “pre-paid” portion.  Rather, our service plans are based on a monthly fee.  That monthly fee is billed for future months and you had not yet made a service plan payment.  As a result no refund was due.  He agreed to cancel the pending service plan, correct the invoice and offered a refund of the initial $59 water heater tune up fee as a gesture of good faith.  We are sorry for any confusion our invoice has caused.  However, after careful review, we are certain you were charged appropriately for the services agreed upon on June 12th, 2017.  We understand that the original invoice incorrectly indicated that you agreed to a service plan.  As promised, we have confirmed you were not charged for any service plan fees, we corrected the invoice, provided you an updated copy of the invoice and have processed your $59 credit for any inconvenience it may have caused.  It is our hope that our actions have resolved your concerns.  Regards, Jeff [redacted] Genz-Ryan Customer Service Manager ###-###-####

Initial Business Response /* (1000, 5, 2015/10/14) */
We apologize that you are having the same issues that warranted the repair to be made initially and that you aren't satisfied with our services. Our company successfully deals with thousands of customers every year. It is our goal to provide...

high quality services and deliver customer satisfaction. However, the repair you are referring to was made by us 2.5 years ago and a 3 month warranty was purchased on the repair. Therefore, the warranty is expired and we are not able to reimburse you. Although we couldn't reimburse you, we are more than willing to remedy these types of situations in some way, but after numerous threats were made by you towards one of our technicians we expressed that we could no longer be in communication with you to remedy the situation in any way.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly gens ryan does not hold their technicians accountable. It is more important that the company continues to charge customers, rather than fix problems. Had the technicians fixed the flooding initially, the motherboard would not have had to be replaced twice in 2 years. The coil was the problem since day 1, and gens ryan continued to come "fix" everything BUT the problem, costing my family thousands of dollars. And now won't hold their work quality to efficient standards. Extremely disappointing. I feel terrible for your thousands of daily customers. I can only imagine how much you're ripping them off too, and not fixing all of their problems. I just wish gens ryan could admit to doing faulty work and screwing up. If my work failed my customers, and cost them thousands, I would not sleep at night. I guess gens ryan is run by selfish, money hungry, unethical individuals.
Final Business Response /* (4000, 9, 2015/10/16) */
We are very saddened that you feel this way about our technicians and our company. We provide all of our customers with as many repairs options as possible so each family can choose what's best for them. When we were at the home on 5/20/13, our technician provided 6 options for repair. These options ranged in quality, safety, reliability, and in price. At that time, your family choose the band-aid repair. This is called a band-aid repair option because we don't consider it a permanent solution. It is the quickest, easiest way we can get the system back up and running. The other options provided were more permanent solutions which included replacing more items, with longer warranties, and at a higher investment. We are sorry you are now experiencing the same issues as you did over 2 years ago. We have empathy for your situation but we can simply no longer do business with you because of your numerous threats of violence against our staff.

We have come to a resolution with Mr. [redacted]. To cover the emergency charge Mr. [redacted] incurred on Christmas Eve due to our technician’s fault and the consequential frustrations, Genz-Ryan will be refunding him $500. We hope that this positive resolution for this situation. As always if there are any further issues, we ask Mr. [redacted] give our customer service department a call and we will be able to help him further, ###-###-####. Natalie [redacted] Genz Ryan Customer Service Manager

[redacted] Saint Paul, MN 55123 March 8, 2018   [redacted], Thank you for sharing your concerns regarding the service we performed at your home in January of this year.    I am sorry to learn of the confusion regarding pricing.  I have reviewed...

your records.  On January 4th, 2018 our technician, Dan White, provided several options for recommended repairs in your home.  The lowest priced option included a Combustion Removal System Renovation priced at $643.95.  However, the option you chose included the Combustion Removal System Renovation, Water Heater Replacement and Water Softener Installation priced at $4,471.05.  As you have indicated, you applied for financing through our partner finance company Greensky.  You were approved and we charged the full purchase price of $4,471.05 to your Greensky credit account.  On January 5th, 2018 you contacted our office indicating you were no longer interested purchasing the water heater and water softener.  We subsequently cancelled the installation of your water heater and water softener purchase.  We credited your invoice $3,827.55 on January 10, 2018.  A refund was processed in this amount to your Greensky credit account.  This left you with a Greensky credit account balance of $643.95, the amount equal to the original quoted price for the Combustion Removal System Renovation completed on January 4th, 2018. Regarding your financing, you indicated you paid $643.95 to Greensky.  This, combined with our $3,827.55 refund, should bring your Greensky balance to $0.00.  You must contact Greensky directly to close your credit account with them.  Per your request, I have cancelled your Legacy Silver Service Partner Plan membership.  I have submitted a refund request for your January, February and March Membership fees totally $30.00. It is my hope that this clears up any confusion regarding your invoicing and brings this matter to a close. Regards,   Jeff [redacted] Genz-Ryan Customer Service Manager ###-###-####

[redacted] [redacted]
[redacted]
[redacted]January 31, 2018Melissa,We have received your rejection to our initial response.  We are disappointed to learn this issue is still unresolved.As I mentioned in our original response, to our knowledge the work was completed satisfactorily at the price agreed upon in advance.  In your most recent response you have now indicated that the additional charge of over $600 was a “rip off”.  In reviewing your work orders I found that you agreed to a complete Water Transfer System Renovation with 30 day warranty for $598 on December 13, 2017.  That service and price were agreed upon in advance and completed.   Were sorry to learn you no longer see the value of these services.  As another gesture of good faith we are offering a full refund of these services in the amount of $598.It is our hope that this offer will bring final closure to your concerns. Regards,Jeff [redacted]Genz-RyanCustomer Service Manager[redacted]

[redacted] Savage, MN 55378 January 11, 2018[redacted],Thank you for sharing your concerns regarding your scheduling concerns yesterday.   I am sorry to learn of your frustration with our scheduling process.  When you originally contacted us, on our...

after-hours emergency line January 9th, you indicated that your leak was “dripping” but was not causing damage to your home.  As a result our agent scheduled your appointment as an open-ended appointment for the following day.  Our open-ended appointments are designed to get our first available technician to your home as quickly as possible on days when our pre-scheduled time slots are fully booked.  Open-ended appointments do not have a specific time slot and occur at any time throughout the business day. As you know, a technician did arrive at your home yesterday afternoon to address your concerns.  During his visit it was determined that your leak was not related to any work that Genz-Ryan had previously performed in your home.  As a result, the service call was not covered under warranty.  As a gesture of good faith we have waived the $99 trip charge associated with this visit.Rest assured, should you have warranty concerns in the future we will be happy to address them within 24 hours.  If you emergency services in which your person or property are in danger we are available 24 hours a day.  It is our hope that this brings satisfactory resolution to your concerns. Regards,Jeff [redacted]Genz-RyanCustomer Service Manager###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.This has been resolved and I am totally satisfied