ComplaintsforGenz-Ryan Heating, Cooling, Plumbing & Electrical

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid $99.00 to have our AC diagnosed. They tryed to rip us off. They told us we needed a compressor. The compressor was covered under warrenty but they said the labor would be $3400. Or we could buy a new unit for $6,000.My brother in law is a contractor so I got him involved. I ended up buying two parts for $200 and it fixed the problem. This happened on Saturday 7/13/24. What a joke of a company and how they rip people off. We want our $99 back. I did a ****** review and they reached out but did not follow through.

  

  Business response

  07/22/2024

  Thank you for bringing ************************** concerns to our attention.  Despite several attempts to reach ********************** by phone, we have not been able to speak with him to get further details regarding his concern.  We stand behind our diagnosis and would be happy to send a technician back to ************************** home to compare the diagnosis of our certified to technician to that his brother-in-law.  Again, we assert that our diagnosis was accurate and that we presented upfront pricing for the service requested.  Solely as a gesture of good faith, ***************** has credited the $99 trip charge that ********************** agreed to at the time of booking the appointment.  He should receive the refund in 7-10 business days.  We believe this should resolve ************************** concerns.  However, if he would like to discuss the matter further, he can contact our office at ************.

  Customer response

  07/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 17-JAN-2024, I entered a HomePulse Agreement with *****************. This agreement places sensors on my home HVAC system to identify faults. This agreement has a 24-hour response time with a 2-hour arrival window guarantee for any service needs. I paid $423.00 on 17-JAN-2024 for installation, cleaning, and maintenance ahead of enabling the sensor.Since installation, my wife and I have received multiple alerts, all of which are false positives.On 16-FEB-2024, our water heater failed, and I requested a 24-hour response. ***************** told me this is not covered by the 24-hour guarantee. On 19-FEB-2024, the technician decided our water heater needed replacing, at a cost of $4,279.50. I later realized this was above fair market value by 58.4% (average replacement cost, 60-gallon WH, ***********), even with the 25% discount HomePulse provides.After continuing to receive alerts of a HVAC fault, the ***************** technician said my only option was to purchase a $1,500 upgrade or leave the blower running continuously.The alerts continue at a rate of approximately 2 a week.On 14-MAY-2024 a technician was to come out only to reschedule to 16-MAY-2024, again a missed 2-hour arrival window. The day after, the Air Conditioner no longer works. There were no alerts from the sensor system of a faulty Air Conditioner.I called ***************** on 17-MAY-2024 but I am told that it wont be util 21-MAY-2024 until a tech can come out. When I called on 18-MAY-2024, I was told I need to pay a $289 escalation fee to get them to honor the agreement.I also was not informed this was a 36-month contract and any work done by non ***************** technicians voids the coverage, locking me into the 50%+ markups.The product clearly does not work by sending false alarms and not detecting real alarms, locks me into using *****************, and ***************** is not honoring the 24 hour guarantee. Request is for ***************** to make updates to terminate the 3-year agreement and make repairs to the Air Conditioning all for $0.

  

  Business response

  05/29/2024

  ***************** has spoken with the consumer directly.  We have come to a settlement agreement the terms of which are confidential.  We believe the settlement offer addresses the consumer's concerns.  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 25th, I had ***************** out to service my air conditioner that wasn't starting. They diagnosed the issue as a faulty capacitor. I authorized the $300+ fix, and the tech worked on my A/C, installing the new capacitor. After he installed the new capacitor, he told me that the fan motor on the A/C unit was blowing the opposite way. He said he didn't notice this before (that's because it was working properly before - more on that below) and that to repair it would cost over $1k. I declined that repair. I called their customer service line later that day and told them that my fan motor is blowing air in the opposite direction (pushing air down, instead of up and out) and that it wasn't doing this before they serviced my *** The customer service person told me they could have someone out there to take a look at it. **I asked if there would be a charge for them coming out to take a look at it, and the customer service person said there wouldn't be a charge**. So I went ahead and scheduled a date and time for them to look at the *** The **** tech came out (same person that serviced earlier) and told me the same thing he said in his first visit. He denied that he caused the issue, and said it was blowing air in the opposite direction before (which it wasnt - he had the A/C temporarily working with a bypass before he installed the new capacitor. And he didn't notice it then? He's an **** tech, he definitely would have noticed it, told me about it, and put it in the initial repair estimate). He gave me the same estimate to replace the fan motor (over $1k) and I said no. He then said that it'll be $99 for the service call. I told him the customer service person on the phone said it would be no-charge, and he said that she had it wrong. I called ***************** later that day, they said the tech was right to charge me. And they have refused to give me a refund. Classic bait and switch.**If I had known I'd be charged $99, I would not have authorized the service**

  

  Business response

  11/20/2023

  Thank you for bringing ******************** concern to our attention.  We have spoke with **************** on 11/15/2023 and resolved his concerns.  ***************** agreed that **************** should not have been charged the $99 service charge for his 8/28/2023 service appointment.  We immediately agreed to waive the and refund the $99 charge.  However, on 9/28/2023 **************** contacted us indicating that he had been charged an additional $99 on 9/15/2023.  We could find no record of this charge.  After talking with ******************* again on 11/15/2023, we learned that **************** misread his bank statement and no additional charge had occurred on 9/15/2023.  However, through our research, we learned that he never received his original $99 refund that was originally promised.  We immediately processed the $99 refund and sent **************** the receipt.  This resolved his concerns.  **************** attempted to withdraw his complaint but was unable to do so.  However, he assured us that our actions resolved his concern.   If we can be of further assistance, please contact us at ************.  Thank you!

   

  Customer response

  11/20/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the company for a quote and was told I would have to pay ***** for a quote fee. I was fine with that. I got the quote and I didnt agree with the price and the technician left after I paid the fee. No hard feelings. Two months later the company charged my card ****** for no reason out of the blue. I want my money back that I feel was taken from me for no reason.

  

  Business response

  08/18/2023

  Thank you for bringing ******************** concerns to our attention.  We have spoken to **************** and identified our error.  We have since corrected the error and issued a refund.  We are sorry for any inconvenience this caused *****************   If **************** has any other concerns he can reach me directly at ************.  

  Thank you,

  ********************;

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Apparently in April 2020 (over 3 years ago) the ***************** technician entered the wrong 4-digit code from my credit card when I paid for the service in good faith before he left my home. When the payment was not processed due to the wrong code being entered by the service technician in April 2020, ***************** contacted a collections agency more than 3 years later instead of calling or emailing me to resolve the issue in 2020.When I recently tried to speak with a ***************** manager after getting the collections letter about two weeks ago, they refused. I tried several times over a 5-day period. They repeatedly told me to talk with the collections agency, who even admitted it seemed odd that someone would not have tried to get a hold of me when the issue occurred. They claim they did try to contact me; however, I NEVER received a call, a voicemail, an email, or even a letter. It&#**;s hard to understand why they would treat a longtime customer this way after I paid my bill in good faith.After putting my adverse experience on Nextdoor, I received more than 34 negative comments regarding ***************** since my post yesterday, and one responder said the same thing happened to him.

  

  Business response

  06/29/2023

  Thank you for bringing **************************** concerns to our attention.  We have been in contact with ************************ and reviewed the recorded calls of our collection efforts prior to placement with an outside agency.  Although it appears that the balance due was an oversight that was the result of a credit card processing issue, the balance due was valid.  ************************ indicated that she has paid the balance and the matter will be closed with our collection agency.  We regret that the process was upsetting for *********************** and appreciate the thoughtful feedback she shared when we spoke.  We will use it to improve our customer experience in the future.  If we can be of further assistance with the matter, ************************ can reach me directly at ************.  Thank you.  *********************, Director of Customer Services 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06-21-23 I called a week ahead of time to make an appointment I wanted my ax unit cleaned and evaluated since I had ***************** install the ac and furnace 5 years ago. I told the dispatcher on the phone I wanted my ac cleaned he told me ok tune up for $189. I repeated to him no my ac cleaned and evaluated he said ** and made the appointment.Tech arrives on the 21st of June and immediately tries to sell their membership I declined it of course. I state to him what I wanted done and he said yeah $29 for tune up which he said just tells me whats wrong( not actually doing anything) I declined that and again stated I literally just want the ac cleaned so he pulls out his tablet and brings up the price $259 literally doesnt show me where he got this number from! I pay the $259 and move on then at the end he tries charging me 189 because Im not a member . I told him Im not paying another dime because I was originally told 189 on the phone. He told me they dont come out to just clean the ac I said then why were you dispatched when thats what I told the guy on the phone. I pay what is fair and what is told to me I believe in what is right, if I wasnt going to pay the 189 then I wouldnt have them out, plus the ac was never checked besides cleaning it. I want to be refunded the difference and I hope future clients ask more questions and dont fall for the made up prices.

  

  Business response

  06/28/2023

  Thank you for brining ***************************** concern to our attention.  We've talked with ****************** and have scheduled a complimentary visit back to his home on July 6th, 2023.  ************** will review the work completed and make sure ****************** receives a complete tune up.  ****************** has agreed that this is a satisfactory solution to his concerns.  However, if he has any further concerns after the July 6th service call, he can contact us at ************.  We will be happy to assist.  Thank you!

   

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday 02/17/2023 I scheduled on appointment with ***************** to provide a consultation for a quote to a new A/C and Furnace for our home. We saw a promotion they were advertising about buy an A/C get a Furnace for FREE and to call for details and Restrictions apply. A consultant *************************** showed up the next day on Saturday, 02/18/2023, looked at our equipment & "ran" some numbers and showed us our options. We discussed back and forth pricing options and couldn't come to an agreement on some things and told him we'll make a decision and let him know tomorrow on Sunday. On Sunday 02/19/2023 we contacted *** and said we'll agree to the price if only the furnace they installed was ****** BTU's. *** agreed and said he would stop by to finalize everything. *** came by later that day on Sunday 02/19/2023 and brought an tablet for me to sign. I asked for a itemized receipt so I can see everything and he said he'll send it to us. The following day on Monday 02/20/2023 the install crew ************** arrived & started to remove the old equipment & installed the new equipment. After they finished the technicians explained what they installed & they installed the wrong furnace. It was ****** BTU's instead of the ****** we agreed upon & that I paid for I refused to sign that installation was completed & I contacted *** on the same day. He avoided us & directed us towards Service manager ******************************* who arrived Tuesday 02/21/2023 & offered to adjust our fan settings to pump more heat into the house since our home was not warm because of the smaller wrong furnace they installed. I asked ****** for the company to correct the mistake they made or give me a refund. ****** said it's above ******** would contact us between 3:30-4:30p same day. Never happened. Now Weds 02/22/2023 I was contacted & was told that they can't replace it because it would ruin their reputation & more excuses. They refuse to correct their mistake. I want what I paid for REPLACE IT or REFUND ME.

  

  Business response

  03/06/2023

  Shams and Naheed,

  Thank you for bringing your concerns to our attention.  We are sorry for the inconvenience it has caused.  As you know, our original software calculations to determine the correct size of furnace for your home were incorrect.  Our Installation Manager has taken manual measurements in your home and recalculated the furnace size needed for your home.  Further, we also found that the air conditioning unit is also undersized.  ***************** will replace the furnace and AC at no coast to you.  We would like to schedule the installation next week.  Please contact our office to schedule the replacement so we can find a time that works with your schedule.  We believe this will bring resolution to your concerns.  

   

  Thank you!

  *********************

  Director of Customer Servcices 

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work began 7/18/22. Work is still not complete. No one calls back. When I call customer service they say they will have someone call back and no one does.the electrician for genz no showed and took forever to get someone to finish the job, which still isnt finished, because when they finally showed over a month later they did the job wrong and what they did had to be disconnected. So now its 2 months later and we have been charged for the electrician but he didnt do his job. **************** said they will have the billing department call me but they never have. I just want a refund on the work that isnt completed because we will go with someone else but no one for this company has any accountability. They do not care about customers.

  

  Business response

  10/04/2022

  Tyler - 

  Thank you for speaking with me again today.  I appreciate your clarification of what occurred during the service visits. Per our phone conversation, I have submitted your refund and maintenance as agreed.  I have sent you email confirmation of both.  This should bring resolution to your concerns.  Again, thanks for allowing us to address your concerns.  Please contact us if we can be of further assistance.  Thank you!

   

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This past May(2022), we had scheduled to have both outside faucets replaced. The first plumber completed in May, replacing both outside faucets, and creating an access panel in our basement for the front faucet. Three to four weeks later, it was discovered that the front faucet was leaking. ***************** was called again. On July 1, 2022, a 2nd plumber arrived to fix the front faucet. He informed us that the 1st plumber used solder, which is not typically used for outside plumbing in **. A few days later, a follow up call from ***************** was received to ensure the leak had been fixed. During this call, the rep was informed that possible outside damage from 3 to 4 weeks of a water leak could have happened. She informed us that she would place a call for someone to stop out to take a look. On July 6, 2002, 24 Hour Restore stopped by our home. After inspection of both inside and outside, 24 Hour Restore recommended cutting into and removing a portion of our basement that had registered moisture on his reader. 24 Hour Restore spent the following two days demoing the wet section of drywall, wood paneling covering the foundation, and parts of the window seal. A fan and heater were than placed on the exposed area for about 10 days. At this time, **** informed us a rep from 24 Hour Restore would follow up with next steps. A couple of days later, a rep stopped over to our home to get an estimate for repairs. At that time, he said he would send it over to ***************** as a warranty claim. On August 1, 2022, **** from ***************** called and asked if our repair had been fixed. After informing **** that it had not, he stated the amount would need approval from upper management at *****************. A follow up call was made to **** on 8/26/2022 with no response. A third call was made to **** and he informed me of the same result, needing upper management signature. **** stated he would get the signature and call back. Still not call back, nor is warranty repair complete.

  

  Business response

  09/28/2022

  ******************,

   

  Thank you for bring your concern to our attention.  We were sorry to learn that your home sustained damage following our service call.  We have contacted our restoration subcontractor and authorized the repair of your home.  They have indicated that they have been in contact with you to schedule the work.  If we can be of further assistance, please contact us at ************ and ask for **********************  

   

  Thank you!

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ***************** to fix a water leak with my main water line in my house. The plumber came out in February 2022 to repair the leak. The leak appeared to be resolved. In May, I noticed a leak in the same location. I called ***************** back and they sent another plumber out to take a look. They noticed the issue was not resolved from the first repair and told me that the second repair would be covered under warranty. In early June, I noticed the leak again in the same location. I called ***************** back and I was told it they could be onsite in approximately nine days. On June 16, another plumber came out to make the repair. I was told this repair was also covered under warranty. Then on June 18, ***************** sent out 24 Hour Restoration to do a water damage evaluation. The evaluation found that water had leaked under my kitchen/dinning and bathroom flooring and damaged it. The evaluation also found water damage to my cupboards, and they also found mold growing at the base of the cupboards. ********************************************************* the area where water damaged was found. The removal took place on June 25. I was told by ********************************************** two weeks to schedule a time to look at new flooring. They determined that the cupboards could be reused, and they were able to clean off the molding. Since June 25, I have not received one call from either ********************** ***************** on the status of my repair. I have repeatedly called both companies numerous of times over the last several weeks. Each time I am able to talk to someone, I am told by a ***************** rep that the issue is in claims with 24 Hour Restoration, and I am told by a ******************************************** claims with *****************. It has been over 6 weeks since my kitchen has been torn apart. I am unable to cook food or clean dishes in my kitchen and I have been given no accommodations for my inconvenience. It appears neither company wants to respond to me.

  

  Business response

  08/26/2022

  *****,

  We are sorry that our subcontractor has not completed the work.  After speaking with you, we did contact the subcontractor and they are unable to proceed with the project.  We would like to work with you to find a new subcontractor who can immediately address your concerns so we can bring this to closure. Per our phone conversation today, we will send the two contacts we have.  However, we encourage you to get bids from any contractor you are comfortable with.  ***************** will work with you to facilitate payment and completion of the work.  

  I look forward to getting this completed as soon as possible.

   

  Thank you,

   

  ********************;

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩