Genz-Ryan Plumbing & Heating Company, Inc.

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 servicesOur company successfully deals with thousands of customers every yearIt is our goal to
provide high quality services and deliver customer satisfactionHowever, the repair you are referring to was made by us years ago and a month warranty was purchased on the repairTherefore, the warranty is expired and we are not able to reimburse youAlthough 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 accountableIt is more important that the company continues to charge customers, rather than fix problemsHad the technicians fixed the flooding initially, the motherboard would not have had to be replaced twice in yearsThe coil was the problem since day 1, and gens ryan continued to come "fix" everything BUT the problem, costing my family thousands of dollarsAnd now won't hold their work quality to efficient standardsExtremely disappointingI feel terrible for your thousands of daily customersI can only imagine how much you're ripping them off too, and not fixing all of their problemsI just wish gens ryan could admit to doing faulty work and screwing upIf my work failed my customers, and cost them thousands, I would not sleep at nightI 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 companyWe provide all of our customers with as many repairs options as possible so each family can choose what's best for themWhen we were at the home on 5/20/13, our technician provided options for repairThese options ranged in quality, safety, reliability, and in priceAt that time, your family choose the band-aid repairThis is called a band-aid repair option because we don't consider it a permanent solutionIt is the quickest, easiest way we can get the system back up and runningThe other options provided were more permanent solutions which included replacing more items, with longer warranties, and at a higher investmentWe are sorry you are now experiencing the same issues as you did over years agoWe 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

Terry H just left after completing an annual check of our furnaceHe not only answered questions we had for him but explained thoroughly his answersHe visited with us about the advantages of duct cleaningOverall this was a very informative and pleasant visit from Genz RyanThanks Terry!

I'd leave zero stars if I could I made a mistake I agreed to have Genz Ryan install a water heater and some venting in my home I signed a contract to have them install a water heater and some venting for a couple of sinksThe estimate was over $7,which seemed high to me (There estimate for a Rinnai Tankless Water Heater was over $14,500) When I thought about it over the weekend, I decided it was too much money
I called over the weekend and talked with the sales person and told him I didn't want to do the ventingIn the awkward conversation the guy giving the estimate kept saying they are not a "time and materials" plumber and said he wouldn't give me a detailed estimate The next Monday, a plumber came and installed the water heater for $3, They were supposed to install an outlet which I told them not to do and was assured there would be a credit for the fact that their electrician would not have to come out
I found the exact same water heater on line for $from Home Depot which means they charged $3,for half of a day of installation for the water heater The water heater was installed in the exact same space No new venting or piping was neededThe water heater works fine They did a great job installing it but the pricing from Genz Ryan is sketchyI'm not sure if it was the person who priced out my job or if it was the organization as a whole but they refused to give an itemized invoice for the service I never received an paid invoice or a credit for the electrician that never came
It seems like they need to gouge customers to pay for all the "cute" advertising they are doingAgain, I agreed to this for which I take responsibility but I'm hoping this review might protect others from using them
Go somewhere else There are plenty of plumbers out there who are more honest in their pricing then Genz-Ryan

Very professional, very knowledgeable, excellent helpWould recommend to anyone that needs their furnace serviced, repaired, or replaced

Friendly and very good at answering all our questions He was here hours putting in our new furnace and the crew were very thorough and cleaned up after themselves

I was very pleased with the service I received from Genz-Ryan and the service technician, Bill B Bill called in advance of his visit and arrived as scheduled He evaluated the situation and presented me with multiple options for correcting my problems The options ranged from very basic to very expensive and comprehensive He made no attempt to direct me to any specific option, but he did explain each of them thoroughly

I would recommend Genz-Ryan to anyone looking for prompt, professional service When we needed a water heater, technician *** M was at our house within half hour of our initial call and within three hours a new water heater was installed! He was very helpful in explaining our options, neat and professional during the entire process, and understanding of our situation We are very happy with the service we received

Could not be more satisfied with the service received from our service techniciansOur heating system was checked and maintained on the annual visit per the Service Plan Partner program offered by the companyNot only did the technicians (Billy & Loren) do a professional job, they also did it in a very pleasant and informative mannerI always pick up some good do / don't do information when observing them at work

Loren Bfrom Genz Ryan Plumbing and Heating came to our home today to perform an annual furnace maintenance visit He always does a great job; he has been here a couple times before and is knowledgable, courteous and efficient He explains things and asks if we have any further concerns and never gives you "the bums rush" but makes sure that he has covered all of our concerns We appreciate his work ethic and his professionalism We requested him because he has impressed us in the past and he did not disappoint He is a valuable employee

David B investigated the problem and then outlined the various options I had to fix the problem Work was done in a prompt manner and now I have water again for the back yard

Ryan did a very good job of installing our ACHe answered all the questions that I asked him

Thank you very much for the quick description of our problem and reassuring us that an immediate repair was not needed Honesty goes a long way We'll be calling you when the repairs are actually needed! Hopefully in a long time though :)

Storm damage, understood my urgent situation They were so accommodating and helpful I had a new water heater the same day I called Matt Mwas kind and sympathetic to my situation He was efficient and thoroughly explained all my options Matt will be the reason I continue to use Genz-Ryan

We scheduled a service call on a Friday and found out we needed to replace our furnaceThere were no appointments available on Saturday, so they scheduled it for first thing on Monday morningThey provided us with space heaters to keep our home warm throughout the weekend (the temps got down below over the weekend) which was really nice! Tom *** and Chris *** came out to install the furnace and were amazingI work from home and they were quiet and respectful while in the basementOnce finished, they ran through everything with meIt was a great experience (other than our furnace going out of course)

Today I had hired Genz-Ryan to come install a thermostat which I had already owned and to tuneup furnaceTune up of furnace was $and tech did a good jobI asked him how long to install thermostat and he said about but it might be expensiveHe called to talk to company rep and informed me it would be $I was shocked Then he called company again in the price was increased to $to install my Honeywell thermostatI called the customer service rep at Genz- Ryan to complain about the cost and they said that there was nothing they could do about the pricingI drove min to their Burnsville headquarters to speak with the customer service maganger I was upset that I had taken the day off to specifically have the thermostat installed in when they got to my house they informed me it was $ I was asked how you get $and minutes worth of work only explanation was there a premium company and stand behind their workI asked for a copy of the quote for $to install the thermostat and was declinedRepeatedly was told they do not do this A reputable company would give you a quote in writing and that would not indulge in price gouging Whole experience seems pretty unethical and I will never do business with them again

I had a DIY Kitchen project well in hand when I decided to switch out my sinkSince the counter was already brought in, I disconnected the plumbing and as Genz-Ryan was proudly advertising on Pandora, decided to give this local vendor a call
They asked what kind of job and I said sink and garbage disposal hook upThey stated there would be a $trip charge and that would be waived if I decided to have service doneThey were scheduled to come out and unfortunately, I had to leave town on business
The plumber "Matt" showed up at our house and my wife accepted the lower of the offers as she didn't know the prices of plumbing and I didn't inform her what the hourly rate was
The garbage disposal was left where it was and the new sink was plumbed in
When I returned home I found out the price of the plumbing job
So you ask how much for this TWO HOUR service? ONE THOUSAND DOLLARS!
I was flabbergasted by this erroneous and inflated charge for two hours workI looked under the sink hoping to find Gold piping but no, the only parts needed and added to the job that were not already there was about 1/feet of black PVC
So I think, okay, feet of pipe, maybe costing at the most $SO then GENZ RYAN only charges $PER HOUR for labor
After I settled down as much as I could, I called the office of Genz Ryan and talked with a very nice person on the phone and she stated that they "PROVIDE a PREMIUM SERVICE"!
I stated that it was a plumbing job- the service person didn’t show up in a tux or a suit, the equipment and tools that he used were like all others we have seen and he was able to do the job efficiently in a time that is in the industry
WHAT MAKES IT PREMIUM?? The only thing that makes GENZ RYAN a Premium service is the PREMIUM PRICE- NO MORE NO LESS!!
When the average plumber charges between $and $an hour, how and why does GENZ RYAN charge $an hour??????
I received a call about a week later from their customer service representative and we have been forever trying to get in contact for three weeksI think they thought I’d stop calling but I called last week and they stopped trying to call backThis must be their tactic to lose people that in their right mind have a legitimate complaint and they will not deal with them It is not surprising that the customer service desk is so busy as I'm sure there are hundreds more unhappy clients like me that are wondering why and how a hometown company can be gouging us so wrong
I will never ever use Genz-Ryan for anything else and would recommend to all others to shop elsewhere

Genz-Ryan installed a new furnace, ac, humidifier, and electronic filter for us on Jun Alex Rwas the lead and did a fantastic job He was very knowledgeable and took great pride in doing a professional installation The whole process went well with multiple trucks arriving at various times with parts and equipment Everything is working great and my mechanical room looks brand new After the installation Alex took his time and made sure I understood the operation of each unit
The whole process was painless as could be, and I got Genz-Ryan, the best in the business, quality equipment, and highly experienced installation experts for not much more than the price the junk peddlers wanted

Excellent service Plumbing and pipe details were brought to my attention rather than just reinstalling my new dishwasher This foresight is helpful

As a first time Genz-Ryan customer, I received excellent service from *** *who assisted with a faulty water heater He was efficient yet thorough, and spent time explaining all of the options available to resolve the issue Overall, it was an excellent experience and I would highly recommend Genz-Ryan (and specifically *** *) to others

Chad *** came out today He called and was on timeSuper nice guy! (Even put on shoe protectors) which I love He gave me four different options of how to repair our plumbing issues and was totally honest about which one he would do He went out of his way to check the model number on our old faucets in case that would save us more money I would use Genz-Ryan again if I have any other plumbing problem Thank you***