Hong's Landscape and Nursery, Inc.

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

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*** ** *** January 17, Melissa, Thank you for sharing your concerns regarding our service call to your home on December 12th and 13th, 2017. I am sorry to learn that you no longer see the value in services
you agreed to during our visits to your home. Further, I’m concerned that you do not believe that all of the services you paid for were completed. As you know, we provide up front repair options with pricing before any work begins. You agreed to the repairs and the pricing in writing. To our knowledge all repairs were completed satisfactorily and your plumbing issue is now resolved. If you are still experiencing issues we did warranty the repairs for days from the date of service. Although your day warranty period has expired we would be happy to address any warranty issues should you notify us of your warranty concerns within days of the date of this letter. In regards to the shutoff valve and bi-fold door in your home, the water valve shutoff had failed prior to our arrival in your home. Through the course of diagnosis our technician discovered the failure. This necessary repair was included in the upfront repair options and pricing we provided. We were unaware that the bi-fold door in your basement was broken. We were only aware it came off of its track. To our knowledge the door has since been placed back on its track by our restoration team that came in to clean up your floodingWe are truly sorry that our visit did not meet your expectations. In addition to extending your warranty period to January 27th, we would also like to offer year of our Elite Service Partner Plan Membership at no charge. This membership includes a complete system analysis and safety check of your heating, air conditioning and plumbing systems along with many other discounts and benefits on future services. It is our hope that this gesture of good faith brings resolution to your concerns. Regards, Jeff *** Genz-Ryan Customer Service Manager ***

***, Thank you so much for taking the time to speak with me today regarding your concerns. I’m sorry to learn that you are, once again, having plumbing problems in your master bathroom. As I mentioned in our call, we are dispatching a field manager to your home of Friday, May 26th to
assess the problem and discuss solutions. I’m hopeful that we can agree upon a solution that is acceptable If I can be of an further assistance please don’t hesitate to call me at ###-###-#### Thank you Jeff *** Customer Service Manager

We have come to a resolution with Mr***To cover the emergency charge Mr*** incurred on Christmas Eve due to our technician’s fault and the consequential frustrations, Genz-Ryan will be refunding him $We hope that this positive resolution for this situationAs always if there are any further issues, we ask Mr*** give our customer service department a call and we will be able to help him further, ###-###-####Natalie *** Genz Ryan Customer Service Manager

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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***

I am rejecting this response because: We have not received any money backA credit card refund shows up within a couple of daysIt’s been days, and no refund!

To Whom It May Concern, Genz-Ryan is a flat rate company, which means that whenever a customer purchases any level of service from us the parts and labor are always included for one priceWe provide this pricing to the customer before we do any work, once we get approval and a signature from the
customer only then will we do the workWe have discussed this policy with Mr*** when he called in and spoke with our customer service representative, Monique, and also our customer service manager, Natalie Mr*** then explained that he is looking to get reimbursed for the furnace repairs we did, and he understands that he will not get reimbursement for the humidifier installation we didWe understand the situation that he is in, so Natalie is going to be following up with the technician’s manager to see what we can do in this situation The second issue Mr*** brought up was the charge on his credit card for the maintenance planWe reviewed the error and corrected it on January 9thMr*** signed up for our maintenance plan on an annual basis, and we had accidentally set the plan for monthly chargesThe credit card was refunded the accidental charges and left a voicemail apologizing for the errorAttached is the receipt for the refund processed on January 9thFeel free to reach out to us with any further questions or concerns, Natalie *** Customer Service Manager ###-###-####

The check you wrote for $has been mailed back to you, it was put in the mail 7/12/

Mr*** *** *** *** ***Burnsville, MN 55306February 27, 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 may have been able to purchase a similar unit through your utility provider at a cheaper price. However, at Genz Ryan, we price our packages as a complete service, not just a water heater. In your case, your price includes the Premium Stainless Steel 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 three other options, at a lower price that you did not choose, we believed you understood that value of the package you agreed to purchase.We would like to assure you that we see your purchase as a relationship with Genz Ryan. We are fully prepared to make sure that your Water Heater is working at top performance hours a day, days a week, for the next years. To help make sure that we do our best to prevent any future problems I would like to offer our Elite Service Partner Plan Membership to you, at no charge, for the next months(a $value) I will be updating your next billing date for your existing Service Partner Plan to March 2019. I sincerely hope this good faith gesture helps demonstrate the value of the package you purchased.Regards,Jeff ***Genz-RyanCustomer 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

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* Saravanan, Thank you for sharing your concerns regarding the air conditioning 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, during your annual air conditioning tuon April 18th, 2017, our technician identified a mechanical fault in your air conditioning’s refrigeration metering device. At the end of the service call you were presented several repair options. You chose the basic option and authorized repairs in the amount of $1071.00. We ordered parts and scheduled a return to finish the repairs on May 3, On May 3, we completed the repairs authorized during our April 18th visit. When the AC unit was tested we learned the unit’s compressor also needed to be replaced. You chose to have the complete refrigeration compression system renovation preformed and authorized the repairs in the amount of $1778.00. We ordered the additional parts needed to complete the repair and schedule a return to finish the repairs on May 8th, On May 8, we completed the repairs authorized during the May 3rd visit. When the unit was tested, the installed systems were working. However, the air conditioning unit would shut down after a short period of operation. You shared with our technician that your homeowner’s association would be cleaning the coils of the unit and we would wait for the results of the cleaning before more service was performed. On May 13, we returned to your home and learned that the metering device we installed on May 3rd was faulty. We replaced it, under warranty, on May 18th, 2017. However, the unit continued to shut down intermittently Sometime after May 13th you have stated that another service company replaced the capacitor in the AC unit. Also, your homeowner’s association completed the coil cleaning. Our technician returned to your home on June 23rd, and the unit was tested and found to be working properly. Although all of the necessary repairs to your air conditioning system were not immediately diagnosed, the complete series of repairs was necessary to get your system running again. We regret that the repairs took several weeks to complete. As a gesture of good faith we are offering a refund in the amount of $1,349.00. This refund represents the total amount of your repairs, less the $1,amount you identified as a “fair” charge for our services. It is our hope that this will bring resolution to this matter. Regards, Jeff *** Genz-Ryan Customer Service Manager 952-767-

***, Thank you so much for taking the time to speak with me today regarding your concerns. I’m sorry to learn that you are, once again, having plumbing problems in your master bathroom. As I mentioned in our call, we are dispatching a field manager to your home of Friday, May 26th to
assess the problem and discuss solutions. I’m hopeful that we can agree upon a solution that is acceptableIf I can be of an further assistance please don’t hesitate to call me at ###-###-#### Thank youJeff *** Customer Service Manager

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*** ** *** January 17, Melissa, Thank you for sharing your concerns regarding our service call to your home on December 12th and 13th, 2017. I am sorry to learn that you no longer see the value in services
you agreed to during our visits to your home. Further, I’m concerned that you do not believe that all of the services you paid for were completed. As you know, we provide up front repair options with pricing before any work begins. You agreed to the repairs and the pricing in writing. To our knowledge all repairs were completed satisfactorily and your plumbing issue is now resolved. If you are still experiencing issues we did warranty the repairs for days from the date of service. Although your day warranty period has expired we would be happy to address any warranty issues should you notify us of your warranty concerns within days of the date of this letter. In regards to the shutoff valve and bi-fold door in your home, the water valve shutoff had failed prior to our arrival in your home. Through the course of diagnosis our technician discovered the failure. This necessary repair was included in the upfront repair options and pricing we provided. We were unaware that the bi-fold door in your basement was broken. We were only aware it came off of its track. To our knowledge the door has since been placed back on its track by our restoration team that came in to clean up your floodingWe are truly sorry that our visit did not meet your expectations. In addition to extending your warranty period to January 27th, we would also like to offer year of our Elite Service Partner Plan Membership at no charge. This membership includes a complete system analysis and safety check of your heating, air conditioning and plumbing systems along with many other discounts and benefits on future services. It is our hope that this gesture of good faith brings resolution to your concerns. Regards, Jeff *** Genz-Ryan Customer Service Manager ***

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: We have not received any money backA credit card refund shows up within a couple of daysIt’s been days, and no refund!

*** * *** *** ***Rosemount, MN 55068 ***,Thank you for sharing your concerns regarding the thermostat service we performed in your home on February 27th, I appreciate you taking my call on August 8th, to discuss your concerns. I was happy to learn
that you are pleased with the thermostat you purchased and that the installation went smoothly. As we discussed, we do not itemize our invoices into parts and labor as you have requested. Rather, we provide a flat-rate price for a solution to the problem occurring in your home. The solution and price are presented and agreed upon in advance of any work being performed. You have the option to decline service at any time prior to work beginning. In your case, you signed our work authorization, which included the solution and price, prior to work beginning, on February 27th, 2017. We do value you as a loyal Genz-Ryan customer. I’m sorry to learn that, despite being happy with the product and service, you don’t feel our pricing is a good value. However, the service was completed to your satisfaction, at the agreed upon price. As a result we are unable to offer any refunds at this time. Regards,Jeff ***Genz-Ryan Customer Service

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###-###-####

***,Please accept our apologies for the delay in refund. We were contacted by your banking institution earlier today, Wings Financial. They notified us that your refund had not been credited to your account. After checking with our SPP Manager we discovered the refund of $had not been processed. We processed the refund today and sent your financial institution confirmation. You should expect the refund to be credited to your account in the coming days Again, please accept our apologies for the delay. Regards, Jeff ***

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 ###-###-####

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 priceYou do not disclose costs for parts, labor, service and warrantiesAs 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 levelYour 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 placeMy next step will be to contact the Minnesota Department of Commerce and request they investigate the pricing practices of Genz Ryan