If anyone is contemplating purchasing a system fro...

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.