Initial Business Response /* (1000, 5, 2015/01/28) */
I called *** this morningI have offered to waive our service call charge to go back to the home and diagnosis the work neededOur plumber would then provide them with options for the repairThe repair would not be for free but the
service call charge would beShe is going to speak with her husband and call us back
Initial Business Response /* (1000, 5, 2014/09/03) */
We have spoken with *** and have agreed to give him a refund of $as her requestedWe will send him a checkWe apologize for the inconvenience that was caused by this issue and hope to continue to be a service provider for him in the
future
Initial Business Response /* (1000, 5, 2014/08/01) */
The customers year warranty with Genz-Ryan had expired as they explained in their complaintUpon diagnoses of their AC, a manufacturer defect was found that was causing their unit to not workThe parts were covered under warranty by the
manufacturer but the labor was notThe cost quoted to the customer for the labor on the repair needed was $with no warrantyThe builder for their new construction home reached out to us and stated they would like to pay a portion of this repairWe gave the customer and builder a $discount off the original quoted price of $The builder paid $of this repair and the homeowner paid $If they wanted to upgrade the repair to include a warranty, the upgrade would have been an additional $They chose not to pay for this warranty at the time of the serviceI have attached a copy of their invoice and quotes to this emailWe replaced the coil in their unit on 6/We have tried to reach out to the customer regarding their ac not working since we received this complaintTheir phone will ring but we are unable to leave a voicemail and no one answersWe would love to get a technician back out to the home to confirm what is causing the AC to not work currentlyWithout 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 repairPlease have the customer call us at XXX-XXX-XXXX to schedule a service callWe would even be willing to waive our $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,
*** ***
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-*** (they have both of our contact information)The offer to waive a fee of $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 repairsOnce again, the unit was not working because of errors that Genz-*** made to the unitThey 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 perfectlyI would not have wanted your company back out to work on the unit because it is their fault that it has been broken twice nowI would like the $refund to myself as well as have you pay back our builder the $they paidYou didn't fix anythingTwo different companies now have come out and addressed the same exact problem that Genz-*** has causedThe last company that came out offered us a day warranty on their service without any additional chargeCharging 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 refundAfter further review, we do feel that we may have misdiagnosed your system and would like to take full responsibility for thisPlease call us if you have any follow up concerns or questions"
Initial Business Response /* (1000, 5, 2015/01/28) */
I called *** this morningI have offered to waive our service call charge to go back to the home and diagnosis the work neededOur plumber would then provide them with options for the repairThe repair would not be for free but the
service call charge would beShe is going to speak with her husband and call us back
Initial Business Response /* (1000, 5, 2014/09/03) */
We have spoken with *** and have agreed to give him a refund of $as her requestedWe will send him a checkWe apologize for the inconvenience that was caused by this issue and hope to continue to be a service provider for him in the
future
Initial Business Response /* (1000, 5, 2014/08/01) */
The customers year warranty with Genz-Ryan had expired as they explained in their complaintUpon diagnoses of their AC, a manufacturer defect was found that was causing their unit to not workThe parts were covered under warranty by the
manufacturer but the labor was notThe cost quoted to the customer for the labor on the repair needed was $with no warrantyThe builder for their new construction home reached out to us and stated they would like to pay a portion of this repairWe gave the customer and builder a $discount off the original quoted price of $The builder paid $of this repair and the homeowner paid $If they wanted to upgrade the repair to include a warranty, the upgrade would have been an additional $They chose not to pay for this warranty at the time of the serviceI have attached a copy of their invoice and quotes to this emailWe replaced the coil in their unit on 6/We have tried to reach out to the customer regarding their ac not working since we received this complaintTheir phone will ring but we are unable to leave a voicemail and no one answersWe would love to get a technician back out to the home to confirm what is causing the AC to not work currentlyWithout 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 repairPlease have the customer call us at XXX-XXX-XXXX to schedule a service callWe would even be willing to waive our $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,
*** ***
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-*** (they have both of our contact information)The offer to waive a fee of $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 repairsOnce again, the unit was not working because of errors that Genz-*** made to the unitThey 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 perfectlyI would not have wanted your company back out to work on the unit because it is their fault that it has been broken twice nowI would like the $refund to myself as well as have you pay back our builder the $they paidYou didn't fix anythingTwo different companies now have come out and addressed the same exact problem that Genz-*** has causedThe last company that came out offered us a day warranty on their service without any additional chargeCharging 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 refundAfter further review, we do feel that we may have misdiagnosed your system and would like to take full responsibility for thisPlease call us if you have any follow up concerns or questions"