Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date 8/28/24.**** came out to give an estimate on installing a base pump. Stated base pumps were not allowed to be installed on our county. Tried to sell us something that costs 2-3times more than a base pump for more than an hour and then charged us $89 for coming to the house.

  

  Business response

  08/29/2024

  The credit card has been refunded for the $89.00 service call.

  Sincerely,

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

  Customer response

  08/30/2024

   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

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A technician came on Nov. 14, 2022 to fix a boiler furnace; it was determined the boiler was no longer serviceable; a salesman/engineer arrived to discuss replacement cost; a $2,000.00 deposit was paid that day; Nov. 25, 2022 the old boiler/chimney liner/cap were removed; new furnace installed, they had the wrong size liner/cap; it needed ordered and would be an easy install; the balance of $4,853.00 was paid; 3 separate times Genes tried to install the liner/cap; 2 attempts were unsuccessful due to weather; a metal roof/snow/wet surfaces created dangerous conditions; this was understandable. The 3rd attempt, May 19, 2023, was also unsuccessful after 2 hours of trying; the liner was too big/couldn't be installed due to weeping mortar inside the chimney. The salesman said a liner wasn't needed; the chimney is small/condensate shouldn't be an issue. We explained a 5" liner/cap was removed by Genes; they attempted to install a new liner/cap 3 x's; why try 3 x's if it's not needed; the job was paid in full and not considered complete by us; it needs finished and/or a refund of agreeable amount should be given; we were asked how much we'd agree to; we explained we first wanted to be sure a liner/cap was, indeed, NOT required. The furnace is the only appliance in the home that uses natural gas; the gas is turned off during warm months, so we don't accrue a monthly fee to be connected to gas for no reason. On Sept 5th ************ came to turn the gas on/inspect the furnace; inspection determined the install is inadequate/dangerous; a liner/cap is required for proper ventilation; the furnace is now RED TAGGED. It seems the furnace sold/installed by Genes did not properly consider replacement logistics necessary to safely/adequately do the job; NFPA 54 specifies requirements such as Chimney/Vents, Connection to Chimney Liners, Cold Weather Map, etc. We request a $2,000.00 refund to have another business install a direct vent to ensure safe/proper long-term operation.

  

  Business response

  09/22/2023

  I spoke with ********* and was able to come to an agreement  and found a solution to get the chimney liner installed.    We completed the work this afternoon.    Thank you, ***************************

  Customer response

  09/26/2023

  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.

  I appreciate that ******************** contacted me directly about the liner. He confirmed that a liner is indeed required for an outside chimney.  He sent a crew of two to complete the job. It was very obvious the men he sent were experienced tradesmen. 

  Thank you.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** ******* ********** *** ****************** ******* ********** *** **********[******** ******* ********** *** **********] Heat Pump making a very loud noise when it shuts off if outside temp is in the 40's. They have been out three times - no resolve. Said ordering a "board" from Carrier to slow pressure release when shutting down. Never came back, no one from service dept will call back from Gene's. Called Carrier to speak to Service Tech. told they do not have any Tech's there. Said they would call Gene's to get someone out to find problem. Still nothing. Called Carrier 11/29/22 and again 12/20/22 talked to *****, told Gene's told carrier I could just shut the heat pump off and use gas, that was their solution. ***** said she could find no reference to anyone calling from gene's about a new circuit board to address the problem. Called Gene's again 12/20/22 to talk about their return requirements as nothing was being done. Still no call back. Unit makes load noise when shutting down. Gene's said it will make a noise. I asked, "Do they all make a noise as loud as this every time they shut down?". Will not answer. Asked Carrier the same question and ***** said they will make a sound, asked same question and she refused to answer stating I should call Genes. So, I have a heat pump that I bought to help with the environment which I'm told not to use unless I want to hear it shut down sounding like a sick tuba player. It wakes my wife up at night and this is not a good think. You can hear it anywhere in the house when it shuts off and no one will tell me that this is normal and that ALL carrier units make the same noise when shutting down.

  

  Business response

  02/14/2023

  The business contacted the consumer this morning.  The matter is being addressed.

  Customer response

  02/14/2023

   I am rejecting this response because:  I have NOT been contacted by this business.  The last thing I have is when I sent them an e-mail Jan 17th and they offered to replace the unit with a quiet one for an additional $4732.00.  Their ads indicate a quiet unit, less than 70 despicable, just fails to mention how high it goes on the noise scale
  
  Mr. *********,
  Good morning, I apologize for the delay we are in the middle of a software change here at the office that is delaying all of our processes. I spoke with **** & he met with our owner & reviewed the situation. I am not sure what type of “installer” your LMRE rep is or his credentials but your system was in fact thoroughlyr has agreed to upgrade if you so choose to the Infinity Series 25VNA heat pump that is designed to run quietly at a cost to you of $4,732.00 which is the cost difference quoted for the Infinity model to start without charging anything extra for the added labor of installing twice. Please let me know if you would like to move forward with this option. You may call the office or email to let me know & I can get the unit ordered & scheduled for install right away.  Thank you for your patience on this matter.
  
  
  Sincerely,
  
  
  
  
  
  
  

  

  Business response

  02/16/2023

  Dear Mr. *********,
  
  As ****** mentioned in her email to you, I would also like to apologize for the delay we are in the middle of a software change here at the office that is delaying all our processes.
  
  Would you agree to scheduling a time that a Carrier Representative & Gene’s Lead Service Technician can come out and look at the system and give you answers in person? 
  
  I am not sure what ads but I will be happy to review those and respond.   I have included the information as set forth by Carrier on operating sounds per Series.
  
  
  The offer does remain as we understand it may be louder than expected so our owner has agreed to upgrade if you so choose to the Infinity Series 25VNA heat pump that is designed to run quietly at a cost to you of $4,732.00 which is the cost difference quoted for the Infinity model to start without charging anything extra for the added labor of installing twice. Please let me know if you would like to move forward with this option. You may call the office or email to let me know & I can get the unit ordered & scheduled for install right away.  Thank you for your patience on this matter.

  Customer response

  02/16/2023

  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.  We can schedule a meeting here to go over the unit and the problem we are having with it.  However, I do want the results put in writing as to your findings and if the unit is "perfect" and the loud noise it makes when shutting down is how is was designed to work, then I want that stated as well.  I have nothing so far from Gene's in writing about the visits and why they were here.  So in the future if this thing falls apart I want something in writing that I have complained about it since last fall.  If this unit is the "middle of the road" I'd hate to hear what the least expensive unit sounds like when it shuts down.

  
  

  Could you please bring my itemized statement with you?  All I received is a statement listing parts, no cost per unit(furnace/heat pump) and only a total.

  

  Business response

  02/24/2023

  Hi ******,

   

  This has been handled earlier this morning. We were waiting to hear back from Carrier on when they could have a representative on site.  We have him scheduled for March 8,2023 at 9am to meet with a Carrier representative, and two lead technicians.

   

  If anything else is needed please let me know.

   

  Thank you, 

  ********

  Customer response

  03/06/2023

  [BBB transcription via email]

  
  
  It appears the BBB is anxious to shelve this complaint.  Gene's DID NOT CONTACT ME UNTIL YOU FORWARDED MY LAST E-MAIL TO YOU.  WE HAVE A MEETING SET UP FOR THIS COMING WEDNESDAY.  AFTER THE MEETING I CAN THEN TELL YOU IF WE HAVE RESOLVED THE ISSUE.
   
  i WILL FORWARD THE RESULTS OF THE MEETING TO THE ATTORNEY GENERAL'S OFFICE SINCE YOU HAVE CLOSED THIS COMPLAINT ON YOUR END.
   
   
  * * ********* 

  Customer response

  11/16/2023

  The part was replaced without charge to the consumer and things work fine now.  The consumer is unhappy that it took the business so long, but considers the matter resolved.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7-19-22, I had Gene's come out and investigate a sewer smell. They put a camera in the sewer to see if they could find if there was an issue in the system. The technician said he saw a crack in the exit drain that goes to the septic system. He said they would get back to me with a quote on replacing the drain line. I was charged 399 dollars for the diagnosis. When I called, I was told it would be almost 6000 dollars to fix it. I wanted to get a second opinion, so on 7-26-22, another company came out and did a smoke test and determined that the smell was coming from an interior pipe. There was no smoke coming from the exterior drain line. After replacing this interior pipe, the odor went away. I called Gene's and brought this to their attention, and was told they would get back to me. I never heard back from them. The misdiagnosis could have cost me a lot of money.

  

  Business response

  11/08/2022

  Already been settled with customer settled with satisfaction  

  Customer response

  11/17/2022

   Better Business Bureau:
  
  Gene's agreed to refund me the video test charge, but I have not received the check yet. Once I receive the refund, I will be satisfied with the solution and close my complaint.

*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. ↩