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Hong's Landscape and Nursery, Inc.

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Reviews Hong's Landscape and Nursery, Inc.

Hong's Landscape and Nursery, Inc. Reviews (79)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

I am rejecting this response because: !. If you total what I paid for services, there was no plan shown me that equaled that amount. I signed for one thing and was charged an additional $the nest day. No parts replaced in my home equal that amountThe gentleman you referred to that put my door on track is also a friend of your field manager who refers him for workHe was the one that also told me that your company ripped me offYes he put it on track but it does not stay because the bottom on the door anchor was broke which your men did. The field manager did break the valve off the water pipe, I was standing right behind him when he did it and said that he broke it. He had no reason to be messing around with that valve when it was not the main water shut off.3. I do not need your service plan because I am selling my home. Further more I do not appreciate being called a liar. You were not here and your field manager spent more time sitting out in his vehicle, wondering what my accent was and asking me about the pictures on my wall than working. Your technician was a wonderful person and did all the work. I do not mind paying for the plan but the additional check for over $was a rip off. I would like to have that money backIt is truly sad that a company this large has employees that take advantage of elderly single female clients. That is exactly what your field manager did. No apology will make up for that.Thank YouMelissa

I have reviewed the response from Jeff ***I do not wish to pursue the matter any further, but not because we are satisfied with the responseI do not wish to pursue this anymore because I found his apology disingenuousI can see we aren't going to get anywhereHis 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 visitIncidentally, I called Jeff *** after our experience to discuss with him and he did not respond to me until I filed a complaint with the Revdex.comWe 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

Mr*** S *** *** *** *** ** Burnsville, MN May 23, ***, We are disappointed that we are unable to resolve your concerns about pricing. As we have previously discussed, we provided multiple repair options that would meet your service needs. Those options are sold as a package service. This means we provide accurate pricing up front, regardless of the amount of labor hours our technician needs to spend resolving your issue. Therefore, we do not have an itemization of parts and labor. The price you were charged is exactly the price you were presented prior to any work beginning. You chose a service option, agreed to the price and authorized the work, in writing, before any service was performed. Further, you have acknowledged that the work was completed as agreedIt appears we are unable to resolve your pricing concerns. However, Genz Ryan still believes we provided the service you requested at the price you agreed upon. To our knowledge, the repairs were effective and the equipment is performing as expected. I will offer again that Genz Ryan stands behind its work. Should you have any problems during your warranty period Genz Ryan will be there to correct the issue. Regards, Jeff *** Genz-Ryan Customer Service Manager ###-###-####

***,Thank you for taking the time to share your concerns with me over the phone earlier today. I was sorry to learn that you were not completely satisfied with the service.You most recently contacted our office on May 12th, 2017, because your air conditioning was not working.
This was an exceptionally busy time for our technicians in the field because it was our first “heat wave” in the Twin Cities. Fortunately, because you are a Service Partner Plan member we were able to dispatch a technician to your home the following day, Saturday, because you enjoy priority scheduling as one of the benefits provided to our SPP members. Additionally, as a SPP member you received a 10% discount on the repairs made that day. In your complaint you indicated that we came to your home in “the spring of the unit would not work they came out charged us to fix it”. As I mentioned on our call, we have no record that we performed repairs on your air conditioner in 2016. We did perform your annual AC Tune Up that is included in your SPP membership. We found no issues with your AC unit. You were not charged for the visit. Also, as I mentioned in our call, we schedule our SPP annual tune ups throughout the entire cooling season. Although we had not yet called you to schedule your tune up, we were happy to get you on the calendar when you called us. You also shared your concern that you were not offered a warranty for your repairs before the service was performed. This is not representative of the service we should have provided. The technician that visited your home should have offered you a series of solutions for your problem. Those options should have included options that included warranty at an additional cost. As I mentioned on our call, we attempt to provide pricing options for customers of all budgets. Often we are able to offer our lowest priced option to complete the repair without a warranty in an effort to provide options for those with limited means. As you described your visit, we did not provide a complete series of options. As I promised, we will use the concerns you shared as a training opportunity for our technicians. Again, thank you for taking the time to speak with me today. I was happy to learn that the repairs made that day got your AC working again. I am sorry that the experience wasn’t everything you expected. I do look forward to the opportunity to better demonstrate our world-class service at a future appointment.Thank you.Jeff ***Customer Service Manager

To Whom It May Concern,Genz-Ryan sincerely apologizes for the lack of communication with Mr***, we are not sure what happened but there were unforeseen issues with his messages getting to managementNatalie, the customer service manager, and Scott spoke on 1/in regards to this situation
Genz-Ryan stands behind the service our technicians perform, but can also recognize and admit our mistakesNatalie will be looking into this matter and bringing any feedback so this type of situation does not happen in the futureAs always we want to provide the best customer service that we can, which is why we are looking into this matter and will hopefully come to a positive resolution with Mr***. Please feel free to call with any questions or concerns,Natalie ***Genz Ryan Customer Service Manager###-###-####

Mr*** S *** *** *** **Burnsville, MN 55337 May 6, 2018***,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 attempted to comparison shop for similar items. However, at Genz Ryan, we price our packages as a complete service, not just a water heater. In your case, your price includes the Deluxe Tall Water Heating System, prompt service and installation hours a day and a year “Can’t Write a Check” Peace of Mind Warranty. Since we provided you with five other options, at a lower price that you did not choose, including: our Standard Replacement Water Heater with year warranty priced at $2,and our lowest priced option to repair your existing Water Heater, priced at $1,122.43, we believed you understood that value of the package you agreed to purchase. We would have been happy to provide one of the lower priced solutions had you indicated that the price for the package you chose was too high. We would like to assure you that we see your purchase as a relationship with Genz Ryan. During your warranty period, Genz Ryan will be available hours a day, days a week, should you have any problems with your new purchase. We hope this is addresses your concerns.Regards,Jeff ***Genz-RyanCustomer 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 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

November 6, 2017***,Thank you for sharing your concerns regarding the service we performed at your home in August of this year. I’m sorry to learn you were dissatisfied with our service. On August 1st, we were called to your home because you indicated your air conditioning was not
functioning properly. The two year new home warranty provided by your builder had already expired. During that visit our technician identified a fault in the electrical distribution system. Our technician presented several repair options to your wife, ***. *** chose the basic solution option, without warranty, for $and signed to authorize the repairs.On August 2nd, 2017, when our electrician returned to your home to complete the electrical fault repairs it was discovered that, although the electrical fault needed to be corrected, the air conditioning compressor had also failed. Our air conditioning technician returned to your home and provided several options to replace the air conditioning compressor. You selected and authorized the Refrigerant Compression System Renovation and Recalibration option with a one year warranty. Because this option required us to special order a new compressor to match your system we tentatively scheduled a return to finish the work on August 7th, 2017, our estimated date that we would have the replacement parts from the manufacturer. Unfortunately, on August 7th, we learned from the manufacturer that your part was on back-order. Regretfully, we were forced to reschedule your repairs to August 17, when the parts would be in. The work was completed on that day and the system was fully functional. On September 21st, you notified us that the system had again failed. Because your previous repairs were still under warranty we returned to your home, at no charge, to resolve the issue. The free repairs were completed and, to our knowledge, the system is now fully functional. Because the electrical fault and failed compressor were both necessary repairs we are unable to offer a refund of those services. However, please know that we stand behind those repairs and will honor any warranty claims in the first year should the same issues occur again. Regarding your request to cancel your Service Partner Plan membership on August 22nd, 2017, we do not show record of this request. Nonetheless, as a gesture of good faith, I have cancelled your SPP membership and requested a full refund of your August, September and October membership fees totaling $59.85. You can expect to see your refund within to business days. Regards,Jeff ***Genz-RyanCustomer Service Manager###-###-####

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,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

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*** ** ***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 $was a “rip off”. In reviewing your work orders I found that you agreed to a complete Water Transfer System Renovation with day warranty for $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 ***Genz-RyanCustomer Service Manager***

Mr*** S *** *** *** **Burnsville, MN 55337 May 6, 2018***,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 attempted to comparison shop for similar items. However, at Genz Ryan, we price our packages as a complete service, not just a water heater. In your case, your price includes the Deluxe Tall Water Heating System, prompt service and installation hours a day and a year “Can’t Write a Check” Peace of Mind Warranty. Since we provided you with five other options, at a lower price that you did not choose, including: our Standard Replacement Water Heater with year warranty priced at $2,and our lowest priced option to repair your existing Water Heater, priced at $1,122.43, we believed you understood that value of the package you agreed to purchase. We would have been happy to provide one of the lower priced solutions had you indicated that the price for the package you chose was too high. We would like to assure you that we see your purchase as a relationship with Genz Ryan. During your warranty period, Genz Ryan will be available hours a day, days a week, should you have any problems with your new purchase. We hope this is addresses your concerns.Regards,Jeff ***Genz-RyanCustomer Service Manager###-###-####

I am rejecting this response because you have completely missed the point of my complaintYou are correct that I agreed to the pricing and I take full responsibility for thatMy complaint is that you bundle multiple distinctly separate projects together into one price You do not disclose costs for parts, labor, service and warranties As the price goes up from level to level you add projects which does not allow the consumer to see how the cost of the first project changes at each pricing level Your service techs are the best in the industry and they are constrained by your pricing policies and technologyThe cost of Warranties are never disclosed and I have no paperwork supporting any warranties are even in place My next step will be to contact the Minnesota Department of Commerce and request they investigate the pricing practices of Genz Ryan

Tim, Thank you for your feedback. We are happy we were able to resolve your service needs. We were disappointed to learn that you no longer agree with value of the services we provided. However, we appreciate the opportunity to resolve your concerns. We have processed
your refund and the check was mailed today as agreed. Please let us know if you have any other concerns. Thank you!Jeff ***Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.They called and are giving me a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12881804, and find that this resolution is satisfactory to meGenz-Ryan did finally send a check to me which I received two weeks after I was told it had been sent. Ultimately it was still more than I thought was fair but it is a workable solutionWe can consider the grievance closed.Thanks so much for your help as I am convinced without your assistance I would have gotten nowhere with this issue.Tim ***

I am rejecting this response because:
I never received that money so I contacted Genz-Ryan and they stated since I did not respond to their offer they did not send the moneyGenz-Ryan then stated via text message that they would send an updated invoice via email agreeing to the $I told them that I could not respond thru your website since the complaint was closedAfter that message, they responded on 2-13-at 3:p.mquote, "I will request the refund check todayIt will take to daysI will send the invoice via emailPlease acknowledge it by responding to my emailI sent him my email addressOn 3-07-I sent a text message to him to let him know that I did no receive any email or checkand that I am a little tired of the games they are playingAs of today's date I still have not heard anything from themI would appreciate It if you would look back into thisI do not know how the Revdex.com can even give these guys a good ratingSince this has happened I have heard from others who they have done the same thing toThe businesses that I worked with after Genz, cannot believe what they did to me and you can sure believe that they passed along that info to anyone they spoke toThey have the Revdex.com logo on their jackets and it made me feel better when I saw that, but after what they did to me and then not following through with what they said, I think they should not have the right to wear your logoNot doing any good for you folksI cannot believe that cheating , over chagrining and manipulating elderly folks are qualifications for good ratingsI just wanted you to know that they had no plans on returning any money

I am rejecting this response because:I am appalled at the lack of any sort of coherent response to what occurred in this instanceNO 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 natureThey offered a MINIMUM $"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) $to cover the repair that was made as minimal restitution for the 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")

I apologize for the issues you have experiencedTony has been in contact with you in regards to this matter, and below is the email you requested of the breakdown of the work, this was sent to your email on June 22nd. Good Afternoon ***, To excavate up to 10' long, up to 10' deep to replace
up to 10' of sewer pipe in landscaped private propertyThe purpose this excavation is to access the main sewer line in order to install dual clean-out risers and attempt to clear the sewer line. $5,500.00 Includes: excavation equipment, parts, labor, city permits and inspection, re-cable the line from trench, install dual clean-out risers, backfill trench. Excludes: any type of landscape restoration for any reason such as but not limited to tracks left in grass or on concrete or asphalt due to heavy equipment, any concrete or asphalt restoration for any reason such as but not limited to cracking due to heavy equipmentThis process does not guarantee that your sewer line won’t ever back up again or that the entire line is in good conditionThe line is currently still "backed up", therefore we are unable to see the condition of the pipe before or beyond the proposed excavation area.If you have any further questions please call Tony directly at ###-###-####

*** * *** *** *** *** *** Savage, Minnesota ***, 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, we dispatched a technician to your home to perform our $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, you contacted me with concerns regarding the June 12th, service. Upon review of your 6/12/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, 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 $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 $credit for any inconvenience it may have caused. It is our hope that our actions have resolved your concerns. Regards, Jeff *** Genz-Ryan Customer Service Manager ###-###-####

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Address: 8904 East 31st Street South, Wichita, Kansas, United States, 67210-1837

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