Hong's Landscape and Nursery, Inc.

March 16, 2018Melissa,I'm sorry to learn you have not yet received your refund of $Please know that your refund has been processed and a check was placed in the mail to your address on March 13th, 2018.I apologize for the slow processing of your refundHowever, Genz Ryan fully intended to honor our good faith gesture of the refund.If you have not received your refund check by Monday 20th, please contact me.Regards,Jeff ***Genz Ryan Customer Service Manager***

*** * *** *** *** *** *** Minneapolis, MN *** Thank you for sharing your concerns regarding the air conditioning service we provided at your home on July 29th, 2017. I’m sorry to learn that you were unhappy with the service we provided In reviewing your service
records I see that we initially scheduled the installation of your air conditioning system on July 18th, 2017. During that visit our installers spoke with your husband, ***, prior to the installation. During that conversation it was determined that some of Ted’s expectations for the installation were unclear. In good faith, our installers made the decision not to proceed with any alterations to your home until all details were completely clear. On July 19th, our technician Noah, who initially discussed the installation plan, returned to your home to clarify the details. Once all details were agreed upon we scheduled return visits for July 25th and July 26th to complete the installation. Although these additional visit were undoubtedly an inconvenience, they were done at no additional charge and were in an effort to provide you with the very best service possible. In the end, we believe the extra time spent resulted in a better installation that met your expectations. On behalf of everyone at Genz-Ryan that was involved in your installation, we apologize for any inconvenience the installation delays caused. We appreciate that your time is very valuable. It is our hope that we will have the opportunity to demonstrate that appreciation in future service visits. Regards, Jeff *** Genz-Ryan Customer Service Manager ###-###-####

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

***,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 ***

*** - Thank you for sharing your concerns with us. I'm sorry to learn you were not satisfied with the services you received from Genz-Ryan. Through a misunderstanding between our customer service representative and your spouse we have determined that we provided a service different
than what you intended to request. As a result we have issued a full refund for the services rendered on May 18, 2017. The refund has been issued back to your credit card and take up to days to reflect in your balance. If I can be of any further assistance please call me at ###-###-####. Thank you,Jeff ***Customer Service Manager

*** *** *** *** *** *** Saint Paul, MN December 4, ***, Thank you for sharing your concerns regarding the service we performed at your home on November 15th, 2017. I’m sorry to learn you were dissatisfied with our service. On November 15th, we
visited your home to perform our promotional “$Furnace Tune-up”. During that visit our technician did find faults in your system. At the time of that visit you did not choose any of the options our technician offered to resolve the faults in your system. I’m sorry to learn that you did not receive your invoice for this visit. Please know that our technician attempted to send your invoice to the email address on file, ***@tr.com, on 11/15/at 9:26am. Later that afternoon our Customer Service Representative attempted to send the invoice to you again at the same email address. It appears that despite our good faith attempts you still have not received the invoiceI have included a copy of your invoice from our November 15th, visit. This invoice includes receipt for payment and an itemization of the faults that our technician diagnosed in your system. I apologize for the delay you experienced in receiving this information. Clearly not having this information made it impossible for you to make decisions regarding your system. As a result our services did not meet your needs. You will receive a full $service charge. You should receive your refund in to days. We apologize for any inconvenience this has caused and hope this addresses your concernsRegards, Jeff *** Genz-Ryan Customer Service Manager ###-###-####

*** * *** *** *** *** *** 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 ###-###-####

*** * *** *** ***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, On November 25th we were called out to *** ***’s property for the furnace not workingDuring every service call our technicians do a complete diagnosis, and then present multiple different options for solving the issues in the customer’s homeWe provide these options to
the homeowner before we start any work, so the homeowner can decide what option is the best fit for their home and their budgetWe only start the work after we get the approval from the homeownersOur technician Ryan provided six different options, the homeowners decided to go with the economy option, which was the Complete High Efficiency Air Distribution System Renovation with a day warranty associated with the work we didThis option was not the least expensive option our technician provided to them, there was one option lower than the one they selectedWe received a signature approving the option they chose, and the work was completed that same dayOur office received a phone call on December 21st inquiring about the work that we did, and why our invoice was not broken down to see the parts vs laborOur customer service representative explained that 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 priceGenz-Ryan stands behind the service we provide and the prices we quoteThe price for the level of service that was selected by the ***’s is accurateFeel free to reach out to us with any further Natalie *** Customer Service Manager ###-###-####

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

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

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.This has been resolved and I am totally satisfied

? I am rejecting this response because:I am appalled at the lack of any sort of coherent response to what occurred in this instance NO 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 am rejecting this response because:The simple request for me to see my itemized bill from Genz Ryan is not addressedWhat are they hiding? The cost of labor......the cost of the parts to repair my furnace? The "flat rate" pricing and billing strategy is very deceptive and as an older adult is a form of elder abuse to hide the real cost of the repairsWhen I "signed" the electronic I-pad, it did show the total cost of $1448, along with the work to be completed; however, I thought I would be receiving my itemized bill by email, which wasn't delivered to me until 1/9/17.....over a month after the work was completed and several attempts to even receive the "bill I signed" in the first place? At the end of the day, I knew the manufacturer would not pay for my add on product for the home humidifier system, which is why I requested an itemized bill from the beginningI spoke with Natalie on 2/3/at 5:pm and she informed me she would not be sending an itemized bill since Genz Ryan went ahead and called the manufacturer of my furnace and said the manufacturer wouldn't cover the repairs anywayFirst of all, I have no proof in writing from the manufacturer stating they would not cover the furnace repairsThose discussions with the manufacturer should be handled by me, not Genz RyanSecond and more importantly.....regardless, I should have the right to get a breakdown of each service performed on my bill, including parts and laborAgain, this is deceptive and a form of elder abuse not only for me, but other customers as wellWhen speaking with the customer service rep at Genz Ryan, she stated other customers have complained about this billing practice as well and I was not the first one to complain about not receiving an itemized bill

Revdex.com:?
12/5/
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Note I did contact another company and got their email within the "same day" of service and used their services.? ? I THANK THE Revdex.com; for handling this matter is such a fast efficient way
My attempts as a consumer; to resolve this issue with this company provided "No Results"
Thank You
*** ***
?

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

*** *** *** *** *** *** Saint Paul, MN December 4, ***, Thank you for sharing your concerns regarding the service we performed at your home on November 15th, 2017.? I’m sorry to learn you were dissatisfied with our service.? On November 15th, we
visited your home to perform our promotional “$Furnace Tune-up”.? During that visit our technician did find faults in your system.? At the time of that visit you did not choose any of the options our technician offered to resolve the faults in your system.? ? I’m sorry to learn that you did not receive your invoice for this visit.? Please know that our technician attempted to send your invoice to the email address on file, ***@tr.com, on 11/15/at 9:26am.? Later that afternoon our Customer Service Representative attempted to send the invoice to you again at the same email address.? It appears that despite our good faith attempts you still have not received the invoice I have included a copy of your invoice from our November 15th, visit.? This invoice includes receipt for payment and an itemization of the faults that our technician diagnosed in your system.? I apologize for the delay you experienced in receiving this information.? Clearly not having this information made it impossible for you to make decisions regarding your system.? As a result our services did not meet your needs.? You will receive a full $service charge.? ? ? You should receive your refund in to days.? ? We apologize for any inconvenience this has caused and hope this addresses your concerns Regards, Jeff *** Genz-Ryan Customer Service Manager ###-###-####

*** *** *** *** *** Savage, MN 55378? January 11, 2018***,Thank you for sharing your concerns regarding your scheduling concerns yesterday.? ? I am sorry to learn of your frustration with our scheduling process.? When you originally contacted us, on our
after-hours emergency line January 9th, you indicated that your leak was “dripping” but was not causing damage to your home.? As a result our agent scheduled your appointment as an open-ended appointment for the following day.? Our open-ended appointments are designed to get our first available technician to your home as quickly as possible on days when our pre-scheduled time slots are fully booked.? Open-ended appointments do not have a specific time slot and occur at any time throughout the business day.? As you know, a technician did arrive at your home yesterday afternoon to address your concerns.? During his visit it was determined that your leak was not related to any work that Genz-Ryan had previously performed in your home.? As a result, the service call was not covered under warranty? As a gesture of good faith we have waived the $trip charge associated with this visit.Rest assured, should you have warranty concerns in the future we will be happy to address them within hours.? If you emergency services in which your person or property are in danger we are available hours a day.? It is our hope that this brings satisfactory resolution to your concerns.? Regards,Jeff ***Genz-RyanCustomer Service Manager###-###-####?

To Whom It May Concern, On November 25th we were called out to [redacted]’s property for the furnace not working. During every service call our technicians do a complete diagnosis, and then present multiple different options for solving the issues in the customer’s home. We provide these options to...

the homeowner before we start any work, so the homeowner can decide what option is the best fit for their home and their budget. We only start the work after we get the approval from the homeowners. Our technician Ryan provided six different options, the homeowners decided to go with the economy option, which was the Complete High Efficiency Air Distribution System Renovation with a 90 day warranty associated with the work we did. This option was not the least expensive option our technician provided to them, there was one option lower than the one they selected. We received a signature approving the option they chose, and the work was completed that same day. Our office received a phone call on December 21st inquiring about the work that we did, and why our invoice was not broken down to see the parts vs labor. Our customer service representative explained that 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 price. Genz-Ryan stands behind the service we provide and the prices we quote. The price for the level of service that was selected by the [redacted]’s is accurate. Feel free to reach out to us with any further Natalie [redacted] Customer Service Manager ###-###-####