Hong's Landscape and Nursery, Inc.

*** *** *** *** *** *** Saint Paul, MN March 8, ? ***, Thank you for sharing your concerns regarding the service we performed at your home in January of this year? ? I am sorry to learn of the confusion regarding pricing.? I have reviewed
your records.? On January 4th, our technician, Dan White, provided several options for recommended repairs in your home.? The lowest priced option included a Combustion Removal System Renovation priced at $643.95.? However, the option you chose included the Combustion Removal System Renovation, Water Heater Replacement and Water Softener Installation priced at $4,471.05.? As you have indicated, you applied for financing through our partner finance company Greensky.? You were approved and we charged the full purchase price of $4,to your Greensky credit account.? On January 5th, you contacted our office indicating you were no longer interested purchasing the water heater and water softener.? We subsequently cancelled the installation of your water heater and water softener purchase.? We credited your invoice $3,on January 10, 2018.? A refund was processed in this amount to your Greensky credit account.? This left you with a Greensky credit account balance of $643.95, the amount equal to the original quoted price for the Combustion Removal System Renovation completed on January 4th, Regarding your financing, you indicated you paid $to Greensky.? This, combined with our $3,refund, should bring your Greensky balance to $0.00.? You must contact Greensky directly to close your credit account with them.? Per your request, I have cancelled your Legacy Silver Service Partner Plan membership.? I have submitted a refund request for your January, February and March Membership fees totally $It is my hope that this clears up any confusion regarding your invoicing and brings this matter to a closeRegards, ? Jeff *** Genz-Ryan Customer Service Manager ###-###-####

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###-###-####?

We apologize for the issues in regards to the service work we did for you recently. The billing issue has been resolved, this was a miscommunication with the office and the technician. He gave you the 5% discount for the scheduling issues, that discount equaled $124. You are paid in full...

for the service. As 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 ###-###-####.

[redacted] Saint Paul, MN 55123 March 8, 2018   [redacted], Thank you for sharing your concerns regarding the service we performed at your home in January of this year.    I am sorry to learn of the confusion regarding pricing.  I have reviewed...

your records.  On January 4th, 2018 our technician, Dan White, provided several options for recommended repairs in your home.  The lowest priced option included a Combustion Removal System Renovation priced at $643.95.  However, the option you chose included the Combustion Removal System Renovation, Water Heater Replacement and Water Softener Installation priced at $4,471.05.  As you have indicated, you applied for financing through our partner finance company Greensky.  You were approved and we charged the full purchase price of $4,471.05 to your Greensky credit account.  On January 5th, 2018 you contacted our office indicating you were no longer interested purchasing the water heater and water softener.  We subsequently cancelled the installation of your water heater and water softener purchase.  We credited your invoice $3,827.55 on January 10, 2018.  A refund was processed in this amount to your Greensky credit account.  This left you with a Greensky credit account balance of $643.95, the amount equal to the original quoted price for the Combustion Removal System Renovation completed on January 4th, 2018. Regarding your financing, you indicated you paid $643.95 to Greensky.  This, combined with our $3,827.55 refund, should bring your Greensky balance to $0.00.  You must contact Greensky directly to close your credit account with them.  Per your request, I have cancelled your Legacy Silver Service Partner Plan membership.  I have submitted a refund request for your January, February and March Membership fees totally $30.00. It is my hope that this clears up any confusion regarding your invoicing and brings this matter to a close. Regards,   Jeff [redacted] Genz-Ryan Customer Service Manager ###-###-####

[redacted]
* 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 tune-up on 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, 2017. On May 3, 2017 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, 2017. On May 8, 2017 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, 2017 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, 2017 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 $1,500.00 amount you identified as a “fair” charge for our services.   It is our hope that this will bring resolution to this matter.  Regards, Jeff [redacted] Genz-Ryan Customer Service Manager 952-767-1000

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 price. We 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 work. We have discussed this policy with Mr. [redacted] when he called in and spoke with our customer service representative, Monique, and also our customer service manager, Natalie. Mr. [redacted] 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 did. We 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. [redacted] brought up was the charge on his credit card for the maintenance plan. We reviewed the error and corrected it on January 9th. Mr. [redacted] signed up for our maintenance plan on an annual basis, and we had accidentally set the plan for monthly charges. The credit card was refunded the accidental charges and left a voicemail apologizing for the error. Attached is the receipt for the refund processed on January 9th. Feel free to reach out to us with any further questions or concerns, Natalie [redacted] Customer Service Manager ###-###-####

[redacted] - 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 7 days to reflect in your balance. If I can be of any further assistance please call me at ###-###-####. Thank you,Jeff [redacted]Customer Service Manager

March 16, 2018Melissa,I'm sorry to learn you have not yet received your refund of $598.00. 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 refund. However, Genz Ryan fully intended to honor our good faith gesture of the refund.If you have not received your refund check by Monday 20th, 2018 please contact me.Regards,Jeff [redacted]Genz Ryan Customer Service Manager[redacted]

[redacted] Minneapolis, MN  55407   [redacted] 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, [redacted], 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, 2017 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 [redacted] Genz-Ryan Customer Service Manager ###-###-####

November 6, 2017[redacted],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, 2017 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, [redacted].  [redacted] chose the basic solution option, without warranty, for $260.00 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, 2017 we learned from the manufacturer that your part was on back-order.  Regretfully, we were forced to reschedule your repairs to August 17, 2017 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 7 to 10 business days.  Regards,Jeff [redacted]Genz-RyanCustomer Service Manager###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.This has been resolved and I am totally satisfied

The check you wrote for $99 has been mailed back to you, it was put in the mail 7/12/2016.

I have reviewed the response from Jeff [redacted]. I do not wish to pursue the matter any further, but not because we are satisfied with the response. I do not wish to pursue this anymore because I found his apology disingenuous. I can see we aren't going to get anywhere. His 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 visit. Incidentally, I called Jeff [redacted] after our experience to discuss with him and he did not respond to me until I filed a complaint with the Revdex.com. We 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.

Revdex.com: 
12/5/2017
I have reviewed the response made by the business in reference to complaint ID [redacted], 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
[redacted]

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

We have come to a resolution with Mr. [redacted]. To cover the emergency charge Mr. [redacted] incurred on Christmas Eve due to our technician’s fault and the consequential frustrations, Genz-Ryan will be refunding him $500. We hope that this positive resolution for this situation. As always if there are any further issues, we ask Mr. [redacted] give our customer service department a call and we will be able to help him further, ###-###-####. Natalie [redacted] Genz Ryan Customer Service Manager

[redacted] Savage, MN 55378 January 11, 2018[redacted],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 $99 trip charge associated with this visit.Rest assured, should you have warranty concerns in the future we will be happy to address them within 24 hours.  If you emergency services in which your person or property are in danger we are available 24 hours a day.  It is our hope that this brings satisfactory resolution to your concerns. Regards,Jeff [redacted]Genz-RyanCustomer Service Manager###-###-####

I am rejecting this response because:The simple request for me to see my itemized bill from Genz Ryan is not addressed. What 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 repairs. When 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 beginning. I spoke with Natalie on 2/3/17 at 5:00 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 anyway. First of all, I have no proof in writing from the manufacturer stating they would not cover the furnace repairs. Those discussions with the manufacturer should be handled by me, not Genz Ryan. Second and more importantly.....regardless, I should have the right to get a breakdown of each service performed on my bill, including parts and labor. Again, this is deceptive and a form of elder abuse not only for me, but other customers as well. When 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:
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 $1,349.00 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.