Wicker Warehouse Outlet

[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

[redacted] Saint Paul, MN 55122 December 4, 2017 [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, 2017 we...

visited your home to perform our promotional “$59 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 11/15/17 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, 2017 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 $59 service charge.    You should receive your refund in 7 to 10 days.   We apologize for any inconvenience this has caused and hope this addresses your concerns. Regards, Jeff [redacted] Genz-Ryan Customer Service Manager ###-###-####

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

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

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

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.