I was a loyal customer of Ryan & Company for several years and had an active maintenance contract…read morewith them, which makes this experience even more disappointing.
I contacted them regarding a furnace issue that, while intermittent, was serious enough to require attention--especially during the winter months. We have a young child at home, and I made that very clear, along with my concerns about maintaining consistent heat in the house.
Their technicians came out multiple times and were unable to diagnose or fix the problem. After several unsuccessful visits, the owner got involved. Initially, he was professional and appeared committed to resolving the issue.
However, once it became clear that they couldn't fix the problem, everything changed.
Communication completely stopped. No follow-ups. No updates. No accountability.
During this time, we repeatedly expressed serious concerns--not just about comfort, but about safety. We were dealing with unreliable heat in the middle of winter, had a young child at home, and even communicated concerns about our pipes potentially freezing while we were away on vacation. Despite this, we were essentially given the runaround and the issue remained unresolved.
It's also important to note that the manufacturer was only brought in after we specifically requested it, following multiple unsuccessful service visits by their technicians and the owner.
Ultimately, the problem was not fixed by Ryan & Company, but only after the manufacturer became directly involved. That distinction matters.
Despite having an active maintenance contract, they stopped sending technicians altogether. The owner refused to speak with me directly to address the situation. Instead of standing behind their service or working toward a resolution, the contract was canceled and a check was mailed for the remaining balance--without any meaningful discussion.
To be clear, that cancellation came after repeated failed repair attempts, lack of resolution, and a complete breakdown in communication--not as some isolated or voluntary request.
I also strongly disagree with their claim that I was "verbally abusive." Like any homeowner dealing with an ongoing heating issue in the winter--with a child in the home and legitimate concerns about frozen pipes--I was understandably frustrated. Expressing that frustration does not equate to abuse.
What's most concerning is the lack of accountability and the way this situation was handled once it became difficult. After years of being a paying customer, this is how they chose to respond.
If a company can't fix a problem, that's one thing. But abandoning a long-time customer, cutting off communication, and deflecting blame is unacceptable.
In the end, when things got difficult, they didn't fix the problem--they walked away from it.
