Genz-Ryan Plumbing Heating & Air Conditioning

PLEASE beware and price compare and take note of the bbb complaints. (Link at bottom for your reference) The trend is overcharging, misdiagnosis, and unnecessary repairs. They tell you $99 service fee, but then showed up and charged me 359. Then told me to replace water softener for 4600. Exact same at other companies was 1800-2000. They did offer repair but really dismissed that as a smart option and quoted 2200 to repair. Ultimately got 2nd opinion, and was told to definitely repair. And only charged 850 for repair by 2nd opinion company (vs 2200 for exact same repair by Genz Ryan). PLEASE PLEASE BE CAREFUL. Good reviews are bc they have you review their technicians immediately after and the men ARE nice and charismatic and well trained in the art of effing customers over. Well oiled machine using scare tactics, severely inflated prices- they are the epitome of corporate greed. [*** Link removed ***]

Outrageously overpriced service with continuous attempt to upsell and push for even more expensive equipment replacement instead of handling repair . Prices are based on some kind of “work packages “ where no one can even explain how the package set and what makes the price with complete refusal of giving price breakdown . I have to say that my problem with AC leak in thermostat expansion valve was fixed ( at ridicules price for that) , but quality of work is inconsistent and depends on technician . After first visit I noticed sloppy brazing on repaired line and had to call them back to fix it again. I do not think I will ever use GR again.

When it really matters, they are not there for you. We purchased a full home HVAC system less than 5 years ago - in fact GenzRyan installed every piece of HVAC equipment in our house as well as all of our plumbing and fixtures. Our house is ~6000 sf so you can imagine this was a very large and expensive job. Now, its less than 5 years later - the 3 zone Carrier AC they installed does not work. It is 95 degrees out, my kids have asthma and the soonest they can come is in 7 days. They refused to do anything and hung up on me because I was frustrated. Seriously, many other options will treat you much better than this company and try to help and be courteous. Please don't get stuck like we did. Give your hard-earned money to a company who will be there for you when you need it most.

I had a new furnace and air conditioning unit put into my house about 18 months ago. The equipment is very good, and I have no issues with that. One issue that I had was when they came out last fall to tune up the furnace, they left a couple wires disconnected in the air conditioner outside and it did not turn on in the heat last week. There tech found it when they tuned up the air conditioner a few days ago. I think my biggest issue is the price. While Genz-Ryan if very professional, they are extremely overpriced. They can be 2-3 times more expensive than their competitors. I needed a new water heater, and they said it would be several thousand dollars more than the same installed water heaters from one of their competitors. The furnace and air conditioning system was also way overpriced. Insist on getting the exact models before you agree to the purchase, do not be fooled by the word elite in their description.

Rescheduled like 7 times, and still no show, to a level where I had to just cancel their service. Originally scheduled for Sep 2022, and kept rescheduling and today is 1/23/2023, and tune up is still not done. They kept pushing the dates on the day. They give the entire day of window, not even a 2 or 4 hour window, where I have to stay home all day waiting for a call, and then they call around 4 or 5pm saying that their technicians are tied up and cant come. When I tried escalating this, they promised me an 8 am (give or take 45 minutes) appointment today and waited the entire day, called them 3 times today, and still got rescheduled. Very unprofessionally handled, I would never use or refer them again. If they are short staffed and run into this issue over and over, they need to staff more people or dont take appointments at all to fulfill existing appointments. I can understanding this happening like once, but 7 times?

If you are looking for the best clowns in the business these are your guys. I had a furnace/Ac unit put in last year. Took 3 times to install it right. I also had plumbing work done, they left a mess on my floor. They sent the Plumbing Manager and their "Top Plumber" to come inspect, to give me "Peace of Mind". One year later after constant phone calls and complaints they sent some one out and he noticed they had set the water conditioner to bypass. Their top plumber and manager couldn't even figure that out. So now my house is covered in water stains 2 brand new bathrooms stained because their top people have no clue. And their big manager is scared to to talk to disgruntled customers. You guys are the worst. Their Motto should be "If you like clowns? "You'll love these guys!" Also those are pictures of my less than 1 year old furnace, rusted, not installed correctly after the 3rd time by their best supposed best tech

Had a new AC unit installed in May of 2021. The air conditioner goes through the attic since this home has a boiler system. After installing it incorrectly it caused major flooding in my home and the ceiling to collapse. Genz Ryan did not want to even respond when I called as a waterfall was coming through a hallway ceiling. The home was just finished with the repairs in the beginning of 2022. Genz Ryan offed no discount, no compensation for time missed from work, and not even an apology. To top it off, their work just failed inspection. This is by far the worst business I have ever dealt with. Do not hire them. Just horrible. Dealing with their customer service manager made it worse.

Called them for a April air humidifier malfunction. The humidifier that was built into the furnace. Charged me $600 dollar. The humidifier stopped working in after 15 days. Called them back they said the work is not guaranteed. Stay away from these guys and the technicians have no troubleshooting skills. Zero customer service

Contacted Genz Ryan at 8 am when they opened and let them know I was without heat or hot water. Explained I was concerned that the part was available or could be ordered as soon as possible. Was assured someone would be there promptly and that I would not be abandoned without heat as they provide space heaters. Steve did not show up until 3:30 pm (cut-off for ordering the part turned out to be 2 pm for next day delivery so since this was Thursday, no delivery until Monday and I was without heat for four days. Steve was out the door within 10 minutes and said he'd be back on Monday when the part came in. Also said I had to pay the full amount of $1500 up front. I have always been told NOT to pay full amount until job completed. Fearful and freezing I had to give him a check for the full amount. No apologies for the late arrival nor an offer of space heaters! Genz Ryan also refuses to provide itemized receipts so even with mark-up on the part, Steve charges $1000 per hour. That's more than any doctor or lawyer in this state! SHould have checked Angie's list first as many have reported the same price gouging, particularly with the e;derly- I am a senior citizen! NEVER use Genz Ryan!

Poorly. We thought dishwasher was leaking. After confirming that plumber would be able to hook dishwasher back in with their dispatcher, I took dishwasher out to investigate but couldn't figure it out and decided to wait for the expert. Big mistake. (Dispatcher chose not to mention that the charge for hooking the dishwasher back up would be over $600). Plumber arrived next day. Plumber complained immediately, then reported that dishwasher was not leaking but there was a clog in the drain. Plumber refused to investigate where clog was or fix it, claiming he was "not a drain guy." Plumber offered to hook back up dishwasher for $642. Outrageous. Plumber was unpleasant, grumbled constantly about the work. Will not contact this company again.

Was very happy with tech and speed of service call but i believe this is price gouging. $614 for changing a water shut off valve is absurd. If i could have gotten someone else out the same day they would have not done the work.

So normally I don't attack a business publicly. I've been in the service industry for over 30 years and try to see things from both a customer and a business perspective. However this incident warrants public scrutiny. I'm Writing on the behalf of my son. They just moved into their new home 4-weeks ago and called Genz-Ryan to service the furnace as their sticker was on the side of it. They quoted $97.00 for the service but when technician came out he found a problem with the blower motor. Furnace is a Lennox and seven years old so part was covered under warranty. However Genz-Ryan charged them $1800.00 to replace it. They live in Eagan and it took the technician a total of 3 hours which included the service. That's over $600 per hour!! When I called to talk to Jeff Taylor (Manager) I was told he was GREAT at returning calls. He didn't call me back. Instead he called my son because LEGALLY he can't discuss it with me even though my son gave permission. My son and his wife have a 10 month old baby and they preyed on the fact it's getting cold and they could get it done next day. I found out from three different HVAC companies that they could also do it next day and it would've been in the $500-$800 range. Two of the three said that Genz-Ryan quote: "Are known to be rip-off artists." unquote. BE AWARE!!!

This company preys on vulnerable senior citizens. You can see the complaint filed with BBB in a similar matter on November of 2019 as a documented, recent example. Sadly, out of embarrassment and shame, most seniors don't raise an issue and are thus companies like Genz Ryan continue such behavior. This EXACT issue just occurred with my own elderly 75 year old mother who called me in tears because this company pressed her into buying a new air conditioner IN OCTOBER when she called them for a simple heating service. A home inspection (documented) was done two weeks prior showing the A/C was in perfect working order. I am certain this company will claim they were merely serving their customer, but what they won't dispute is that THEIR TECHNICIANS ARE PAID BIG COMMISSIONS TO UPSELL EXPENSIVE INSTALLS. So ask yourself, why would a company pay service technicians, sent to a home to offer repair services sales commissions? Are they in your home to give honest advice or or are they going to sell your grandmother, mother or other disoriented senior you know an air conditioner they don't need in the middle of winter? If this happened to you, do what I did and take the matter to the appropriate state licensing authorities, the Attorney General of Minnesota and the Minnesota Department of Commerce. Also investigate how local news may help publicize these issues to make them do right by the senior you care for.

Never again. I paid the guy $99 to get him out of the house so I could go back to work. Requested a plumber to come out and replace the wax ring on our toilet, which has started to leak. Guy didn't know what he was here for, but spent more than an hour trying to sell us new water heater, new water softener, new toilet... After an hour of up-selling finally quoted over $600 to replace the wax ring. What a waste of time and money. There are other plumbers out there who will show up ready to go to work, stick to the job at hand and provide good value. Take your business elsewhere and avoid Genz-Ryan

I had a plugged up bathtub and was also going to have them replace my faucet and knob to turn the water on. They told me it would have to be 2 different appointments and I was fine with that. They were supposed to come out on 7/30. The guy that came out to unplug my tub, I think his name was Mark though I can't remember, was extremely pleasant though the charge was $295.00 to unclog my tub drain. I was fine with that seeing I thought it would take more than 5 minutes. All he had to do was snake it. There was a blob of hair stuck in the trap. That was an outrageous price for 5 minutes of work. Had I not had him do it I would have been charged $95.00 just for him to come out. Again ridiculous. The guy that was supposed to come out to replace my bathtub fixtures never called or showed up. I should have read the reviews though one of their employees lives in my neighborhood that is how I found out about them and he comes into where I work. He doesn't work in plumbing so he didn't know what they charged. I trusted this company but I feel completely ripped off! Don't believe when it says to Request a quote because they can only do that when they come out and it isn't free unless you have the work done though I think that was put into the price! I called the next day, 7/31 at 9 am and spoke with a lady about my dissatisfaction and she was going to have the manager of the plumbing department call me. Ted called me at 9:42 am and I explained to him my feelings and thoughts. Because I paid by check vs. credit card he told me that he couldn't give me a refund. I talked to him about getting a reduction on having the faucets replaced and he said he couldn't speak for them but would put in a note and hand walk it down to customer service. I in turn called customer service back at 9:57 am and was told she didn't have nor did she see the note but would have someone call me back. Nobody ever called me back and it is now 9:26 pm. Extremely bad customer service. Never would I suggest these folks ever!!!!! I want to reiterate that the tech that came out was very pleasant and courteous it was customer service that was awful! I feel as though Ted didn't follow through either seeing nobody ever called me back. I have seen the companies responses back to people saying that they have tried calling them back. I am not sure if that is true or not but I can tell you they never called me because I was home all day long and the only phone call that I made was to Roto Rooter so my phone was open. I wound up contacting Roto Rooter for the rest of my work plus talked to the tech named Jake about my water softener because it wasn't working and I purchased one from them. He got everything done in a matter of hours! I asked him about what they would have charged for the plugged up tub and he said it would have been around $100-$125. I will be contacting them from here on out!

DO NOT HIRE THIS COMPANY. UNRELIABLE. On June 4 2020 I contacted Genz-Ryan to repair my failing AC unit. The soonest available appointment was July 24. I took the day off from work to be available, but on July 23...the night before the appointment, I got a voicemail cancelling the appointment because it was “too hot” and they needed to be available for others, when my AC had by then completely failed, and I had made an appointment 7 weeks prior. They abandoned me probably so they could make more money. UNRELIABLE and GREEDY.

Extremely professional employees, courteous and knowledgable. Good quality work. But: pricing is super opaque. Every time I need something done I'm left with the feeling that I'm being ripped off. While we waited for the replacement part I looked it up cost: well under 1/2 what they were quoting to supply and install which literally took 5 minutes. Rang to ask for cost breakdown and was told to talk to tech. Spoke to tech and he said he had no idea, talk to head office.

The parts they said I needed to be replaced do need replacement, but the company I went back to that installed the heat pump is only charging me half as much to repair it. So glad I am done with Genz Ryan and their overcharges. I dropped their maintenance contract. Still have to live with their 7 year old water heater that's only been in my house a year and a half. Their techs are always nice, but it appears only Noah knows heat pumps and he is out on workman's comp. I am glad I can pay hundreds instead of thousands for getting plumbing and heating done in my home. They need to overcharge to pay for all those TV ads I guess.

As a service plan member I scheduled an air conditioner tune-up in April. The technicians arrived on time and completed the work on two central air conditioners. The attempted to up sell me on additional services which I declined. They left stating everything checked out. In May when it got hot we noticed that the system for the main level was not working. We called another vendor who found a wire disconnected. It was obvious that the system was not working after the tuneup, most likely just sloppy work. I called Genz Ryan customer service to report the problem and cancel the service plan. In an attempt to retain my business they offered to reimburse me for the service call by the other vendor plus give me a free year of the service plan. I accepted their offer. In June I was charged for the service plan and had still not received the reimbursement. I called customer service and they refunded the service plan charge and promised the reimbursement within two weeks. It is now September and after calling every two weeks I have gotten nothing but run around and frustration. I have given up and terminated all dealings with Genz Ryan. They are over priced, they constantly try to up sell services and their customer service is worthless.

It was very good, the guy is very good, they didn't try to over sell us, the price was fair.

Helping our senior citizen friend who was confused. She hired Genz-Ryan to fix her A/C which wasn't cooling properly. Talked to her and gave her options to replace or repair and associated costs. Decided to replace due to extreme heat. Told her she should do furnace, as well. Obviously a confused senior citizen. Invoice received says nothing about what type of furnace she has (just "standard" or "basic"). The line item for furnace says "STANDARD High efficient whole home heating system". Is it Standard? Is it High Efficient? There is no way to know if the total cost (which seems a bit high) is appropriate for her size (very old/small) home, which she is planning to sell soon. There are not details that indicate what rebates she may be getting (but said they took care of it for her). We will see. There are no manuals anywhere that she could find and she was confused about how to run it. When we called Genz Ryan to inquire and try to help her, they said they left the manual near the furnace and would send someone out to de-program her thermostat. This was two weeks ago, with a follow up last week, and no one has been there yet. It has been a very frustrating experience for her and causing stress to a senior citizen that really could have used someone helping her out. They recommended she finance it and the cost is over half her social security check. In NO WAY would I ever recommend Genz Ryan for work to be done. A letter is being sent to the Attorney General on her behalf.

It didn't go at all: Our air conditioner went out on Memorial day (5/28/18), I called Genz Ryan and took the next available appointment time slot on Monday (6/4/18). I received a call on Saturday 6/2 to make sure I would be home on Monday, I confirmed yes. I worked from home on Monday 6/4 and received another call around 11:00 AM making sure I was home, i confirmed again and they said they would be out sometime that day. At 4:00 PM I called Genz Ryan and checked to make sure they were still coming- the person said yes, technicians were finishing up another job and I was next. Called again around 7:00 PM and was told the job took longer than expected but they were finishing up and on the way to my house. At 8:21PM I called again and left a message as there was no answer, asking what was happening. I received a call at 8:39 PM telling me that the soonest the could make it would be 10:30 PM or later. I cancelled at that point and voiced my dissatisfaction, which the person acknowledged and apologized and did ask about scheduling at a later date! Never heard from them again, nothing- would not recommend them based on that level of service for any type of work.

It's not often I get ripped off, but they got me with an Air Conditioner repair. With 90+ degrees outside after almost a week without air, I bought their pitch about all the things that are wrong with my AC and paid them almost $1,700! All I needed is a seal & recharge service, which usually runs around $400. They told me I needed a new "Voltage Absorption" system and some other stuff and it sounded important. IT DOES NOT EXIST. See an ABC affiliate news report about the same ripoff: [*** Link removed ***]

If anyone is contemplating purchasing a system from Genz-Ryan, please read my review so you can have a better understanding about the level of service provided by this company. Here is my Genz-Ryan Story. In July 2014 we dropped $10k to purchase a new 'state-of-the-art' Lennox furnace and AC system as a replacement for the system in our existing house. Two years later (I think), the AC system broke down during the middle of summer, and required a full recharge. Two winters ago (I think), the furnace wasnt heating properly during the middle of the winter. I made a service call, and they said there was no problem. So I asked him to put his hand by the heat register to feel the airflow while the furnace was 'running', and he told me that was normal. I asked if it typically takes more than one hour during -5 degree weather to raise the temperature in the house by one degree, and he said YES! He told me that the system was designed for 'comfort', which is why the airflow settings are so low. I had the same problem twice with the AC during two separate summers, and when they came out, they said that the airflow is so low because the system is designed for 'comfort'. During summer, it continues to be 10-12 degrees warmer upstairs vs downstairs. This past winter, I noticed that the house wasnt humidifying. It took two separate service calls to fix that problem. By the time it was fixed, I asked what was wrong. They said they werent sure. They said that the system somehow forgot that it had a humidifier, so they had to re-register the humidifier settings within the thermostat. Then yesterday (during early summer), I walk down into the basement to find the floor covered in water! It didnt take long for me to realize that the water pump attached to the system wasnt working (the pump that removes all of the water from the AC/dehumidifier system). This happened three months after I had just had my basement perimeter torn up for two weeks to waterproof the entire area. I guess I clearly didnt contemplate the potential of a flooded basement from a water leak in my new Genz-Ryan 'state-of-the-art' furnace/AC system. I should have known better. I called the customer service line, and immediately asked to speak to a supervisor. The person on the phone wanted to find out what the problem was first before he transferred me, and so I told him. He then told me that he was a supervisor (his name was Kareem I think). I told him what the problem was, and I again asked if I could just return the system, get my money back, and agree to just move on and remove me from my misery. Of course he denied that request. He asked if he could send someone over to the house right away, and I told him I couldnt get away from work, and so I asked him if someone could come around 5 yesterday afternoon. He said he would call me back. He then told me the GFCI outlet that the pump was plugged into was probably tripped, but he said he would still call back tat day to follow-up on that problem, and look into whether they would repair the water damage to my house. When I got home, sure enough, the outlet was the problem, but the outlet wont reset itself, because something is clearly wrong in the electrical circuitry. I never did receive that call-back that he promised me, so I called at 5:30 yesterday afternoon to speak with someone, and after holding for a while, it put me into a voicemail, where I sternly asked for a call-back. At the time I am writing this review, I have still not received a call-back. I will be spending the weekend trying to remove all of the water from the basement, and assess the damage to the floor and walls. Now, I understand that equipment can break down. Those things happen, and sometimes that is not anybody's fault. But it is really hard to forgive the lack of follow-up and poor customer service. Those things are entirely preventable. At this point, I think I just have to cut my losses, and just find another company that can provide me with different equipment, and move on. How sad though...what a waste of $10,000.00.

It went very well and I did not have any problems. They were professional.