ComplaintsforZenner & Ritter Heating & Cooling Inc.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incorrectly installed AC coil has leaking issues. They came out several times making random repairs that had nothing to do with the leak (other mistakes they made) but the leak still continues.

  

  Business response

  09/24/2024

  Thank you for conveying your concerns regarding the air conditioning system our team installed three years ago at your home.  Prior to this cooling season we have not returned to the home for maintenance or received any concerns related to the systems performance.  We appreciate your time in allowing our team to return and evaluate the system under the guidance of the manufacturer technical support group.  Through this process it was confirmed the air conditioning coil was properly installed.  Unfortunately we were not able to replicate the concern when at your home during this evaluation.  The system is located in a crawl space / partial basement and, as a result, is necessarily positioned in a horizontal configuration with a coil specifically designed for that position.  As discussed, there is no manufacturer accessory kit to extend the height of the coil drain pan.  The indication is that you experienced condensate beneath the coil primarily during periods of high humidity; an adjustment was implemented to the fan CFM for low speed during low stage, dehumidification air conditioning operation.  A water alarm is now positioned beneath the system to alert you regarding any spillage.  In the three weeks since our visit, including periods of high outdoor temperatures and humidity, there were no concerns communicated during our follow-up phone calls to you or otherwise.  Please reach out at your convenience with any further concerns.  Thank you!

• Initial Complaint

  05/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought new ******* Generator from Zenner 5/ 2022. Paid over $10500. Was told by salesman that the first year maintenance was free. Three other residents in Springbrook shores bought similar generator in May / Aug 2022 and were told same thing. *** ******, a neighbor, his generator maintenance two weeks ago and had to file a complaint to get resolution. I am doing the same thing, the zenner employee Ryan did the service yesterday and charged me $149.00 plus tax. I believe the service was included in my purchase. In addition my scheduled for the morning, waited all day, Ryan showed up after 5pm, waited all day and no one had the curtesy to call me , I called the office twice and received no help, all they said was I was scheduled but could not get me any information. This is unacceptable and unprofessional.

  

  Business response

  06/05/2023

  Mr. Ritter called to discuss with customer 5/22/23 @ 4:09pm and again 6/5/23 @ 10:27am.  No answer; Voicemails were left for the customer on both occasions.  

  

  Business response

  06/05/2023

  I attempted to reach Mr. **** multiple times by telephone, leaving voice messages but not receiving a return phone call.  Accordingly, we are replying in written form.   The inclusion of first year maintenance is not standard with the installation of a new generator system.  During phone calls to our office Mr. **** indicated “I think it was included with my install, I will check my contract.”  There is no reference on the contract regarding maintenance being included.  There are promotions (e.g. warranty coverage, maintenance, free accessories, etc.) that vary from time to time; Mr. **** received a free extended warranty on the generator system installed at his residence.   On the date of installations our installing team did find a way to save the client money and reduced the contract by a small amount.  Mr. **** referenced a neighbor that filed a complaint but that did not occur; the neighbor submitted an inquiry based on a concern related to a status light on the generator and confusion regarding different maintenance levels. The neighbor’s contract did very specifically reference inclusion of the first year maintenance appointment and it was completed pursuant to the terms of the contract prior to the inquiry.  Mr. **** advised our technician performing the service that he thought it was covered by the installation contract and that he would review it and call our office for a credit if that was the case.  Mr. **** never called or otherwise attempted to contact our office, he simply filed a complaint with the BBB.  Our team member that developed the proposal for Mr. **** has not previously received any complaints of this nature. 

  
  

   

  Please let us know if you have any other questions regarding this complaint, and we are, of course, still hoping the customer will call us to discuss,

   

  Thank you,

   

  -John

• Initial Complaint

  09/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a home furnace and air conditioning unit with installation from Zenner and Ritter in 2016. Both units included a 10 year warranty with covered parts and labor. The contract also said the vendor would provide routine service. Our furnace failed in June 2022, leaving us without AC or furnace. When Zenner and Ritter responded, it was determined parts in the furnace unit had failed and were covered by the warranty. Zenner and Ritter advised that we would have to pay $1750 for labor, and would be refunded once Zenner and Ritter received reimbursement from the manufacturer. They informed us we owe that money since we did not pay for routine maintenance. Following completion of service, Zenner and Ritter offered a $400 refund, stating that was all we were entitled to. Zenner and Ritter said we failed to provide regular service. Following multiple complaints from us related to our warranty and the contract which states the vendor would provide regular service, Zenner and Ritter has offered approximately a $700 refund, still leaving us out over $1,000.00. Zenner and Ritter clearly collected $1,700.00+ from us in advance, then decided to essentially charge us over $1,000.00 as a sort of penalty. We would like the complete $1,700.00+ returned to us per our contracted warranty. In an email response to our complaint, Brian Ritter stated that he knows when we purchased the home in 2016, and during the home inspection the AC unit did not function and we received a small rebate at closing, that we somehow received "extra" money. This seems to be an extremely inappropriate statement and position to take. The AC was represented as working. It was not. We received an appropriate rebate at closing to cover repair. After closing, we opted to add additional personal funds and have the AC unit and furnace replaced. Our home purchase and finances are no business of Mr. Ritter to use as justification for failing to honor our warranty.

  

  Business response

  11/10/2022

  I apologize for your impression of our services.  Prior to filing a complaint you stated you would be responding to the information we provided; a response was never received.  In reviewing your file it was explained both in writing and through phone conversations that there would be charges beyond the warranty coverage. These declarations were in advance of the repair being scheduled and completed.  The charges relate to the labor, services and material that were beyond the scope of the warranty coverage (including cleaning the system). In addition to the materials and administrative duties necessary to pursue and process your claim our team invested over nine hours of technician time at your home in addition to almost three hours for travel and procuring the necessary materials.Our correspondence referenced the circumstances related to the previous homeowner to provide context regarding the installation and acknowledging that we researched the entire history of your system.  After the opportunity to review options you selected a complete new heating and air conditioning system.  Directly below the signature line on the proposal you accepted is the statement “in order to maintain all warranties, Manufacturer requires an annual tune-up and safety check.” [This is visible on one of the documents you uploaded.]  It does not mandate that the maintenance be performed by Zenner & Ritter but simply that the system be maintained. Every furnace/AC manufacturer has a statement to this end to protect themselves against repairs resulting from lack of maintenance or misuse, we are simply parroting their language.  Accordingly, the characterization of using maintenance as a method of ‘extortion’ is a bit egregious and unwarranted. In no way are the charges related to your repairs punitive in nature.  The scope of the warranty coverage you received from the manufacturer did was not skewed by the lack of maintenance. If there were concerns regarding the repairs being anything more than zero dollars I’m uncertain as to why you did not express them before authorizing the repair. Again, several different members of our team communicated to you there would be additional charges, including through an invoice signed by you that contains the language “Customer previously advised that manufacturer does not reimburse for work scope other than cost of coil and minor labor credit. Refrigerant, duct modifications, nitrogen, refrigerant oil, travel, condenser cleaning and other misc. materials and actions are not covered by warranty and are chargeable.”  There was ample time before the repair was completed for you to pursue the concerns you are now putting forward.I invited you to reach out to me to further discuss any concerns but instead you opted file a complaint with the BBB.  Your filing included warranty documents that are contrary to the position you are asserting.  Again, the warranty is registered with the manufacturer and not managed by our offices.  I regret your interpretation of our efforts to be anything other assisting you in a forthright manner to restore your system to operational status.Respectfully Submitted,Brian Ritter

  Customer response

  11/13/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear belowThe original Extended Service Agreement Homeowner Contract lists the installing company name as Zenner & Ritter, Inc.  The same box includes the wording, " The listed equipment has been installed per published guidelines for ***** brand products, and I will perform service in a manner consistent with ***** service policies.  I attest that equipment installed more than 60 days ago has been inspected and is in good working order free and clear of any defects.  A signature line titled "Authorized Dealer's Signature" is immediately below the statement.  The Contract continues to detail how all parts and labor will be covered for the duration of the warranty period, which we were within.Expressing our concerns with getting our refund directly with Zenner and Ritter was met with less than satisfying responses.Outside of the extended warranty included in our original purchase agreement, the only in-person discussion I had about reimbursement for repair was with the maintenance/installation tech, GREG, who was in the house for the repair.  When I expressed my concern and difficulty with paying for all work and repairs up front, GREG assured me it was all covered by the manufacture and I would receive a full refund.  Despite my tears and a clear explanation that I did not understand why I had to pay for a warranty covered repair, GREG told me it was the only way Zenner and Ritter would complete the repairs, but assured me I would receive a refund because the repair was covered.Once I was offered a 25 to 30% refund of my $1,700.00 pre-payment and I complained, Zenner and Ritter became very aggressive in their response to me.  The circumstances of the decision to purchase a new system are irrelevant, with the exception of the fact I made sure it included a warranty.  Zenner and Ritter continue to present that they are owed something extra in performance of the honoring of the warranty.We were never provided any copies of any forms we signed which detailed that we understood we would only be receiving a partial refund.Zenner and Ritter installed the system.  Our original contract and warranty was through them.  They were called for service.  The responding tech represented that the repairs were covered by the warranty, but I had to pay in advance and I would be reimbursed.I had no A/C in July.  I was taken advantage of, and then was offered a slight refund.  What am I to do?  Zenner and Ritter determines whether or not my system works, and they hold my money.The reality is that the Zenner and Ritter tech in my home represented that the warranty covered the repairs.  That is why I made it very clear that I did not understand why I had to pay for the repairs in advance.  Then Zenner and Ritter kept my money.I would rather avoid resulting to an attorney, as that will only cost both sides money, but at this point, Zenner and Ritter have my $1,700.00 and have only offered a small refund, despite the warranty and what I was originally told by the Zenner and Ritter tech who was in my home. Regards, **** *****

  

  Business response

  01/12/2023

  Because they had not had any preventative maintenance done on their system (according to ****, March 25^th, 2022, 10:27am phone call) the warranty was not valid [maintenance to be done annually, it had not been done in the 6 years they owned the system, by us or another authorized company].  Due to our relationship with the distributor, we were able to get that large portion of the repair cost from them as a gesture of goodwill.  The customer paid the invoice of $1,727.22 on 7/21/22.  As we previously noted, if they accept the revised estimate we sent on 9/12/22 for $1,076.34, agreeing this resolves the matter, we would issue a check to them of $650.88.  If they need, we can re-send the email with the estimate for them to electronically sign.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had an appointment for a price quote to install a ******* generator from Zenner & Ritter. I called them based on the attached coupon in a ******* coupon mailer that came to my house. I provided the coupon to Brian (Z&R Employee) which offered the 7 year warranty. I was instructed that the warranty would be valid when we have the "chip" installed that ensured the WIFI was monitoring the system. Chips were on backorder but when one was available it would be sent to me and I should contact Z&R to do the install. The chip arrived in July and I promptly contacted them and then followed up with a phone call to determine the extension of the warranty. I was told I only had 5 years. When I contacted *******, they told me that Zenner & Ritter had no authority to offer this extended warranty. I followed all procedures I was instructed to follow and as of yet have not had a response from either ******* or Z&R giving me the extra 2 year warranty. This is false advertising and both ******* and Z&R should be responsible to provide the extended warranty as per the coupon advertisement.

  

  Business response

  08/30/2022

  Hello, Based on investigating the issue with ******* (manufacturer) the matter is now resolved; it appears to have been the result of a processing error.  The manufacturer confirmed our submittal of a 7-year warranty registration for the system installed at the client's home.  Our offices also contacted Ms. ****** and advised her regarding the resolution; we forwarded documentation supporting the 7 year warranty.   Our team is already scheduled for a maintenance inspection next year and looks forward to working together for many years yet to come.  Be Well, -Brian Ritter

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Home Generator Repair: Sept 2021- I called Zenner & Ritter because my home generator was not working. -9/22/21- Zenner & Ritter Tech, Rich M***, inspected my unit and provided an estimate for the repairs which included Ignition Coils and Air Filter. The cost for the service visit was $118.54, paid same day. The estimate for the parts and labor incl. tax was $879.45. I agreed to the repair estimate. -10/13/21- Zenner & Ritter Tech, Rich M***, came to make the repairs per his estimate from 9/22/21. It was discovered during this visit that additional repairs were needed. I was provided another estimate for removal of cylinder head to retrieve push rod and replacement of cylinder heads and both push rods. I paid the $879.45 that day. The Cost for additional parts and labor incl tax was $292.10. I agreed to a 3rd visit for the additional repairs -11/19/21- Repairs made per 10/13/21 estimate, I paid the $292.10 that day. Total cost of repairs: $1,290.09 -May 2022- I called Zenner & Ritter because my generator was not working again. -5/4/22- Tech, Rich M*** came out to inspect my unit again. He discovered that the pushrods he replaced in Fall 2021 had failed. I was charged another $129.41 for his visit and provided and estimate of $162.28 for the repairs. The parts were covered by warranty, so the estimate was for labor only. I refused to pay for the service call because I wanted more answers. Rich told me to call his manager, Heather to discuss. I attempted to call Heather multiple times, but was eventually transferred to another person named Andrea. Andrea was pleasant, but was unable to resolve the issue. I was reluctant to pay the $129.41 for the 5/4/22 service because I felt that I had paid enough money to Zenner & Ritter and my generator was still not working after many visits. After several attempts to have the $129.41 waived, I caved in and paid hoping that Zenner & Ritter would make it right. Andrea promised a call back, but i have not heard anything.

  

  Business response

  11/09/2022

  BBB received the following response from the business: Regarding Mr. ********* on **** Road in Grand Island, the situation is still fluid as we are working to support his insurance claim regarding the generator system in his home.  I’ve had discussions with both an insurance representative as well as Mr. ********* as recently as today.  We prepared and forwarded documentation for review by his insurance agency to support Mr. *********’s claim.  In speaking with Mr. ********* he expressed being very appreciated of the efforts put forth on his behalf and he will be notifying us of any changes.  My understanding is the insurance provider is in the position of needing to provide him with an answer by the first half of next week. 

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased brand new furnace and AC unit from Zenner and Ritter. Have had them out a many times and long hours to resolve problems with furnace unit not working properly. As of today, the AC is not working at all. We have asked them numerous times for copies of the work performed and they will not give it to us. We have spent hours and hours of our time at home (using vacation time) to be there when the unit has been worked on. At this time, replace the unit. Your own tech said it was installed incorrectly and we have had nothing but problems. Either replace the unit or refund our money so we can have someone else install a unit that will not stop working. We cannot continue to take time off from work to have your techs come out to repair a new unit over and over again. Unfortunately, since it is under warranty, we are stuck with your techs.

  

  Business response

  06/29/2022

  BBB spoke to Lisa at the business and the following was relayed: This has been taken care of, we have went out there and repaired on the 23rd.

  Customer response

  07/12/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  BBB spoke to business and the following was relayed: We have requested and still not received copies of what has been done. We have no record of what's been done on this furnace for the several repairs that have been made.  Regards,  ******* *******  

  

  Business response

  07/21/2022

  Hello, This message is being sent as a follow-up to information forwarded by separate email.  There has been an overlap in communications as we visited your home in response to a service request prior to receiving your filing with the BBB.  Upon receiving the filing I contact Mr. ******* who indicated everything was working great and he appreciated the knowledge of the technician who visited the house (our conversation was brief as he was mowing the lawn at the time). We realize that despite warranty coverage on your system you want the peace-of-mind that it will work properly when you need it most.  After the installation we did return to address any communicated concerns, including replacement of the ****** thermostat, adjusting cooling performance and sealing factory fabricated steel cabinets to minimize any air leakage.  Subsequent to those visits the heating and air conditioning systems operated through multiple heating and cooling seasons with no concerns.  In early 2021 an intermittent heating issue developed that was addressed through adjusting system gas pressure, pitch and air speed with the approval of ******* technical support.  This Spring an issue arose with the system fuse intermittently failing.  Initially ******* approved replacement of the primary control board.  Ultimately the also approved installing a new electrical contactor which they perceived as the source of an electrical short that was occasionally impacting system operation and causing the fuse to fail. Based on our conversations with your household it is our understanding that the system has not experienced any further operational interruptions since that time. As always, please contact our offices at your convenience with any questions or concerns regarding this or other matters.  Thank you! Be Well, -Brian Ritter 

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furnace cleaning scheduled. Date of transaction was 11/13/21. After finishing the job, the technician recommended the replacement of the exhaust fan. He stated it was likely to fail sometime this year. He also stated the blower wheel was a little dusty, but okay at this time. A few hours after the technician left, my heat started dropping. I called the company back regarding the issue. The technician stated that was because I needed a new exhaust fan. The technician originally stated the fan would go sometime this year, not a few hours after he left. The technician would not come back to address the problem. The next morning the house temperature was down to 55 degrees. I called again around 7:15am spoke with answering service and said to order the exhaust fan. Didn't hear from anyone, so I called again around 1:00pm. Staff person said due to it being a weekend, the message wouldn't be received until Monday morning. The problem would be addressed then. I requested my invoice at the time of speaking with staff member, because they also never gave me my invoice. I called another person who previously worked for Capital Heat regarding the problem of me having no heat a few hours after the Technician left. The person discovered the Technician had left the pressure switch hose dangling. It was never connected back. Also cob webs, and leaves were still inside the furnace along with a leaf on the intake PVC. It wasn't cleaned. The hose was reconnected and I had heat again. (photos were taken) I went to the company Monday morning (11/15). to complain about the service, along with the fact I called the company a total of 4 times with no resolution for heat. I spoke with a Manager who said she would speak with the Technician and follow up with me. The Manager never did follow up. I paid $95.70 for the job in which I feel the service wasn't good. It was also disappointing to speak with the Manager who didn't think enough of the consumer to follow up. Invoice # ******

  

  Business response

  12/08/2021

  
  Dear Ms. ******:
  We received your request through the Better Business Bureau requesting reimbursement of
  maintenance that was performed on November 13,2021.
  We apologize for the miscommunication in our office and are returning your maintenance fee in good
  faith. We do have limited staffing after hours and should have communicated the parts order process to
  you in greater detail.
  We do appreciate your feedback and will use this as a training tool for both our technicians and after
  hours staff.
  Regards,
  Lisa B****
  
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told last year 2020 by owner to get a dye check if Freon leaked out again. August 2021 I called and asked about dye test before I agreed. I was told this would be checked in one week as it cost $773 I agreed only if they were coming back in a week as stated and serviceman assured me they would be back in one week. No one called so I called company and was told I was given wrong information. I told them I wasn’t happy that I spent the extra money for dye test and given incorrect information as woman on phone and manager said they sometimes don’t come back at all or next time it breaks down. I told them this isn’t what I was told and I paid to have a dye leak test and want the unit fixed or replaced based on test results in a week as was told to me more than once by repairman. I asked for half the money back until they finish the job. The manager refused and said they will check it in 6 weeks on Columbus Day but when I called to check that they were coming they told me no and that I was never on schedule. She then said they may not come back at all. I had a dye test in another state and it was completed in same day. I checked with two other ac men and they said that the company should be coming back to check it. I want half my money back as the job was not completed and now into winter i am not happy about paying for something that may or may not be completed until next season. They have not lived up to their word and I was mislead.

  

  Business response

  12/02/2021

  This is in response to ID ******** ********* ******* ** ********** ***** ********** ** ******

   

  We have contacted the customer and the customer did in fact pay for the dye leak test.  The system has to run before we can determine where the refrigerant is leaking.  We have informed the customer that our return visit (which is set up for May at this time) is included in the price of the dye injection.  We will be modifying the return date based on weather if needed.  There were no other concerns at this time.  Thank you

   

   

   

  Lisa B****

  Director of Operations

  Zenner & Ritter, Inc.

*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. ↩