Genz-Ryan Plumbing & Heating Company, Inc.

I had work done on my AC unit. Noah F did a fantastic job of diagnosing the problem and working to fix it in a timely manner. He answered all of my questions and explained all of the different options for repair. He was also very friendly.

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!

Had a tech (Mike [redacted]) from Genz-Ryan Plumbing and Heating visit my home on a thermostat issue.
This gentleman was so professional in everything he did. From explaing what he was going to do in detail and asked if I understood, of course I did because he has a good grasp on how to communicate with the customer.
He took pride in his clean workmanship and always double checked his work.
Needless to say I was very happy with the end result.
This young man should be comended for how he represents Genz-Ryan.

I called Genz-Ryan for a furnace tune-up. Larry came out and did a very thorough job and found two problems that needed to be fixed. He gave us some good reasons to either do the repair or go for a new furnace; ours is 12 years old.We decided to replace the furnace..
John

Very professional and knowledgable. Gave us a lot of insight on our HVAC system and needs. We will definitely contact Genz-Ryan Plumbing & Heating for any upgrades we make in the future. We will contact them for all of our plumbing and heating issues.

Jeremy from Genz-Ryan was courteous, helpful and very professional. I will definitely ask for him again if and when I need service. A+ for him as a representative of your company!

Mike B. did a great job getting our air conditioner working. He was able to provide service on the same day that I called, which was much appreciated. He explained everything along the way and answered all of our questions. He was very knowledgeable and courteous. I like that he presented different repair options, keeping in mind the financial aspect of the situation, which is not insignificant. Mike B. is wonderful! I would highly recommend him to friends and neighbors!

I cannot say enough good things about Matt.
He was so very nice and professional and courteous at all times.
He even cleaned up everything after he was done
Nobody ever does that
We usually have to do some significant cleaning after a service person leaves our home.
He had a tough time with some of the plumbing because it was over 50 years old, but he just kept at it till it was done
He did not quit when things got too tough
He deserves a raise or at least a big bonus
If we need a plumber , he is the only one I want even if he is busy at the time and we need to wait a day or so for him

Matt Motz form Genz-Ryan took great care of our leaky water problem. He had a great attitude and handled the problem effectively. We appreciated his kind manner and his willingness to help us complete the job and even make an excellent recommendation for a dry wall person to finish our project. We're trying to get the townhouse listed for sale and don't live in the area, so his timely work and referral saved us time and money.

Met with Matt to discuss my water heating needs. Need to purchase a new one. Matt was friendly and extremely knowledgeable. He helped me select a water heater that would best service my needs. He offered a wide variety of options and explained the benefits of each type of water heater. I feel very confident that I selected the right water heater for my needs. Overall this was a great experience and I'm very happy. I look forward to a long relationship with Matt and Genz-Ryan.

Awesome service. I received a call asking if I had availability for them to stop by, even though I already had a 2 hour window of time that I knew they would stop by within.

Loren was extremely courteous and explained all the service options to me. He even offered to come back later when my husband had availability to discuss what we would like to do going forward. Very thorough and knowledgable.

I would not hesitate to call for future jobs!

Our furnace stopped working on Jan 1st. Noticed about 7pm. The technician was here by 8:30. He was able to find the problem and had the right parts in his truck to fix it. Heat was back on by 9:30. He did a good job.

Zach was very helpful and courteous

Ryan A. did a wonderful job of promptly taking care of our HVAC maintenance. In addition, he went above and beyond in figuring out why the furnace filter replacemetn order had been delayed. He mad sure the filter replacment order was on it's ways after learning we had challenges with receiving shipping information.

Our furnace went out over the weekend and Chris R. spent all day here on Monday installing a new one. We were very happy with the work he did and would specifically request him again if we have any other issues. Thanks!

I had an excellent experience with my Genz-Ryan plumber, [redacted]. He clearly explained the problem, offered several different options to address the issue, and completed the job in a very professional manner. Based on this project, I highly recommend Genz-Ryan.

Brian was great!

My experience with Joel [redacted] the service tech was excellent. He was very
professional and knowledgeable about my problem. He also gave me a list
of options that I had to fix the problem. We decided to remove the garbage disposal.
May be to put another one in later. I appreciated his honesty and no pressure to do something that I wouldn't be happy with. I had a very good experience with Joel and
would not be afraid to recommend Joel or Genz-Ryan Plumbing to anyone.

[redacted]

Richie showed up during the appointment window and was very kind and courteous. He inspected our units in a timely fashion and had a diagnosis and solutions for the problem with in an hour. He went over all options with us and answered all of questions. He was very professional and he let us decide what would be the best solution for our situation. Great Service!

Terry was very analytical and through his analysis, came up with a solution for the problem. Very efficient. Very professional. Did a good job of explaining what the problem was...