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")
To Whom It May Concern, On November 25th we were called out to [redacted] ***’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 [redacted] Customer Service Manager ###-###-####
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 [redacted] Customer Service Manager?
[redacted] Savage, Minnesota [redacted] , 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, 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 [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 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 $ 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 $ 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, However, the unit continued to shut down intermittentlySometime 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, 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 [redacted] Genz-Ryan Customer Service Manager 952-767-
[redacted] Saint Paul, MN March 8, [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, 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 $ However, the option you chose included the Combustion Removal System Renovation, Water Heater Replacement and Water Softener Installation priced at $4, 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, 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 $ 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 [redacted] Genz-Ryan Customer Service Manager ###-###-####
Revdex.com: 12/5/ 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]
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 [redacted] Genz Ryan Customer Service Manager [redacted]
Revdex.com:? 12/5/ 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] ?
[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, The refund has been issued back to your credit card and take up to days to reflect in your balanceIf I can be of any further assistance please call me at ###-###-####Thank you,Jeff [redacted] Customer Service Manager
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, [redacted] [redacted] 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 $ You can expect to see your refund within to business days Regards,Jeff [redacted] Genz-RyanCustomer 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 ###-###-####
[redacted] 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 [redacted] Genz-RyanCustomer Service Manager###-###-####?
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 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")
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
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 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 [redacted] 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 thisWe are so disappointed with Genz Ryan and would never recommend them to anyone we know
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
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 ###-###-####
Mr [redacted] ***Burnsville, MN 55306February 27, 2018? [redacted] ,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 [redacted] Genz-RyanCustomer Service Manager###-###-####?
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")
To Whom It May Concern, On November 25th we were called out to [redacted] ***’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 [redacted] Customer Service Manager ###-###-####
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 [redacted] Customer Service Manager?
[redacted] Savage, Minnesota [redacted] , 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, 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 [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 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 $ 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 $ 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, However, the unit continued to shut down intermittentlySometime 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, 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 [redacted] Genz-Ryan Customer Service Manager 952-767-
[redacted] Saint Paul, MN March 8, [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, 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 $ However, the option you chose included the Combustion Removal System Renovation, Water Heater Replacement and Water Softener Installation priced at $4, 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, 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 $ 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 [redacted] Genz-Ryan Customer Service Manager ###-###-####
Revdex.com: 12/5/ 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]
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 [redacted] Genz Ryan Customer Service Manager [redacted]
Revdex.com:? 12/5/ 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] ?
[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, The refund has been issued back to your credit card and take up to days to reflect in your balanceIf I can be of any further assistance please call me at ###-###-####Thank you,Jeff [redacted] Customer Service Manager
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, [redacted] [redacted] 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 $ You can expect to see your refund within to business days Regards,Jeff [redacted] Genz-RyanCustomer 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 ###-###-####
[redacted] 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 [redacted] Genz-RyanCustomer Service Manager###-###-####?
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 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")
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
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 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 [redacted] 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 thisWe are so disappointed with Genz Ryan and would never recommend them to anyone we know
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
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 ###-###-####
Mr [redacted] ***Burnsville, MN 55306February 27, 2018? [redacted] ,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 [redacted] Genz-RyanCustomer Service Manager###-###-####?