Genz-Ryan Plumbing & Heating Company, Inc.

Completely happy with the service and the employees I dealt with for this company Monique was very helpful and friendly on the phone, and Noah the tech was helpful as well as empathetic to my needs Would HIGHLY recommend this company in the future Very quick turn around time on appointments and installation schedule

Have used Genz-Ryan for years Have requested Matt *** to do our Annual Plumbing inspection (plus any repairs needed) for last years Couldn't ask for a more knowledgeable, thorough and pleasant professional to represent their Company He is always on time and goes 'above and beyond' in providing service Couldn't ask for more!

*** Fworked on our HPC fire pit burner today He is very knowledgeable and diagnosed that the manufacturer had installed the wrong valve on a warranty replacement In addition he was able to diagnose and fix a problem with the thermocouple The fire pit is working great now
We chose Genz Ryan based on their long time reputation for excellence, and are going to have them replace our furnace, ac, humidifier, and filters They are not the cheapest but they are the best

We scheduled an air conditioning tune up on 4-21-and *** C was our technician*** called and informed us of his ETA, arrived as scheduled and was professional, cheerful, polite and informativeWe will request *** from Genz-Ryan for all our heating and air conditioning needs!

John *** was our Install TechnicianHe arrived at approx8am on Thursday, 10/06/to install our new Amana FurnaceThe old unit was located in a very small room and John went about his install with the utmost professional attitudeHe was done in about hoursHe cleaned up the area and made sure I had no questions regarding the furnace or thermostatVery pleased with Genz-Ryans Service

My Daughter called Genz-Ryan for a quote to replace a faucet in a kitchen sinkThey said it would be $for a service call, which would be applied to the job should we acceptThey wouldn't give a direct quote for replacing the faucet since they said all jobs are different and they would have to see it before giving a priceI knew the job would take less than an hour to do so I said that's fineI expected to pay $- $since the sink and faucet were only 3-years old and easily accessibleMy Daughter was there to meet the plumber since I was out of townWhen the plumber arrived, he told my Daughter it would be a flat rate of $to replace the faucetMy Daughter got me on the phone and I asked the plumber why they wouldn't tell me about the flat rate when I calledHe had no answerI asked if they could simply charge me an hourly rate for the job, and he said they quit that practice years agoThe job took minutes, which equates to a rate of $per hourExtremely disappointedTheir use of deceptive business practices gives the plumbing trade a bad name

Genz Ryan has always provided good service Noah continues the tradition

Richie *** did a fantastic job on time communicated the day before when he would be there which aided me in my commitments of the day he was mins early ! which helped even more

Initial Business Response /* (1000, 5, 2015/11/12) */
We called *** today and apologized for the way things were handledWe stand behind our work and if a technician misdiagnoses something, we will do whatever it takes to make things rightWe have agreed to refund *** the full amount
she paid to us for service and a year's worth of her maintenance planShe was happy with this outcome

Genz-Ryan showed up and delivered on timeVery thorough, hard working crew, and reliable

Excellent service!!

Johnny J was the service technician who came out to to service our A/C He not only did terrific work, but spent time explaining to me how the different parts of the system worked, and what to look for in the future as signs of potential problems I am a much more informed consumer and understand why certain actions are required I have NEVER had this quality of service for any product I would definitely recommend G-R to family and friends

Excellent service!!! The technician was professional and completed his work in a timely fashion He offered me various options (with adequate explanations) regarding solutions for the problems he identified

Mike Busher was inspecting our home AC unit and found a major problem with the AC Air Delivery System Rather than schedule a second appointment, Mike volunteered to return the very next day and repair the fault
In doing so, we now have a new system the very next day which we are able to utilize 24-with much cleaner, cheaper and more efficient air distribution
Without Mikes help we would have continued putting ourselves at health-risk since we both are very sensitive to allergens
SO THANK YOU MIKEGREAT JOB!!

We have had a long history of using Genz Ryan for heating, plumbing and remodeling servicesThey have always given us great serviceWe continue to recommend them to our friends and neighbors

We apologize for the issues in regards to the service work we did for you recentlyThe billing issue has been resolved, this was a miscommunication with the office and the technicianHe gave you the
5% discount for the scheduling issues, that discount equaled $You are paid in full for the serviceAs 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 ###-###-####

I was very pleased with Dave and his professionalism and how personable he was I was told I needed a new water heater and he was able to get the work done the same dayI will be calling Genz-Ryan again in the future for other maintenance issues I may have

Service Technician Tom *** was punctual, professional and demonstrated initiative and creativity to discover and fix the root cause of our plumbing problemThe end result is much better than I thought possible

[redacted] was prompt, professional and answered all questions clearly.

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. "