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 $We hope that this positive resolution for this situationAs 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
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
[redacted] Savage, MN 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 dayAs 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 concernsRegards,Jeff [redacted] Genz-RyanCustomer Service Manager###-###-####
[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 $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 [redacted] Genz-Ryan Customer Service Manager ###-###-####
[redacted] ***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 [redacted] Genz-Ryan Customer Service
Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ We called [redacted] 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 [redacted] 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 [redacted] , and find that this resolution is satisfactory to me.They called and are giving me a refund
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
[redacted] Saint Paul, MN December 4, [redacted] , 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, [redacted] @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 [redacted] Genz-Ryan Customer Service Manager ###-###-####
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 $We hope that this positive resolution for this situationAs 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
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
[redacted] Savage, MN 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 dayAs 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 concernsRegards,Jeff [redacted] Genz-RyanCustomer Service Manager###-###-####
[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 $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 [redacted] Genz-Ryan Customer Service Manager ###-###-####
[redacted] ***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 [redacted] Genz-Ryan Customer Service
Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ We called [redacted] 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 [redacted] the full amount she paid to us for service and a year's worth of her maintenance planShe was happy with this outcome
The check you wrote for $has been mailed back to you, it was put in the mail 7/12/
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.They called and are giving me a refund
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
[redacted] Saint Paul, MN December 4, [redacted] , Thank you for sharing your concerns regarding the service we performed at your home on November 15th, 2017. I’m sorry to learn you were dissatisfied with our service. On November 15th, we visited your home to perform our promotional “$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, [redacted] @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 [redacted] Genz-Ryan Customer Service Manager ###-###-####