Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My air conditioner broke and I requested a repair. The repairmen arrived, took apart my air conditioner, left the dirty parts all over my floor and moved massive pieces of furniture in different places such that they formed a fire and health hazard.The repairmen falsified my words and said I had forced them out of my apartment. This is patently absurd, as I am a 5'2" female. There is no way I could force two grown men out of anywhere.I reported these violations to the central office. They said they would get back to me with availability for a loaner air conditioner while we worked out the contract for a new air conditioner.When I didn't hear back, I called and was told that they would not do business with me anymore.When I told them they created a fire hazard, they said "that's not how this works."

  Business Response

  Date: 07/18/2024

  ******* - We received a service request from you on July 16th. The request was to diagnose and resolve a not cooling issue with your primary bedroom system. After reviewing our records, I can see that you system was installed on September 13th, 2022. We have not received any calls for service, requests for maintenance, or complaints since our installation in 2022. Additionally, when the system was installed, the apartment was undergoing a renovation and no power was available to test the system and confirm that all electrical connections were sufficient. It seems that another contractor or party installed the electrical service and started up this equipment. Based on our records the call was booked for a next day service call with an arrival window from 11:30 to 2pm, based on my records the technicians arrived at 1:30. When the technician arrived he observed several things. The system clearly showed signs of neglect, damaged control buttons due to excessive force, a completely clogged filter due to lack of regular service which restricts air flow and can damage the unit; several large pieces of furniture were placed Infront of the system intake which further restricts airflow; and the dedicated AC outlet was being shared with another device which is against building code and should be rectified by a licensed electrician. All of these observations combined show a blatant lack of regard for the system. You immediately demanded a replacement AC and our technicians asked you to call the office as your system was out of warranty and was not under a contract. Our company requires an active warranty or contract of Gold status or higher to provide a loaner AC. You spoke with one of our CSR's who explained how the contract works and provided you the price to sign up for a contract to which you immediately became hostile, began shouting that the price was too expensive, demanding we fix the *** and then ultimately hung up on the **** You made several calls and continued to make demands and shout at our CSRs. After that call, the technicians report that you demanded that the technicians stop working and leave immediately. Given the request to leave your home, they stopped working immediately and left your apartment. Given your excited state, they left immediately. The story you have shared is highly distorted, lacks additional context, and omits key facts of the situation. Our company provided next day service despite your lack of service history (not a single maintenance call since our installation 2 years ago), our technicians arrived on time and diagnosed the issue, our service department was responsive, provided clear next steps, and maintained pricing transparency with you. Our company provided a service, followed instructions, and operated as professionals though every step of this process. Objectively, you have not done the same with your demands for free repairs and a replacement for your neglected system, and the blatant disrespect you have shown towards our CSR's and technicians. After several calls and rounds of you shouting at our CSR's we made the determination that the relationship was not a good fit and requested that you find another company to service your units. With this context we reject your claim and wish you good luck.

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because
  

  The business response represents a misrepresentation of both of my conduct and the entire visit that I find not only absurd, but actionable. I never said I expected a free repair. This is a complete fabrication. The workers, two under-qualified teenagers rather than trained professionals, left debris all over my floor, and didnt seem to know where the door was. I pointed it out to them, because they looked so disoriented, they left and later accused me of having forced them out. Nothing remotely of the kind happened. Absolutely nothing was explained to me of the situation with the unit. Apparently a customer of ***** must file a report such as this in order to receive a diagnosis of their air conditioners disfunction. For this company, without documentation, to blame their own failures on the putative emotional state of a female customer, represents not only an utter lack of competence and professionalism, but a shocking and deplorable level of misogyny. Their attempt to gaslight me, both here and in their response to my online review, is equally reprehensible. In coda, I will add that there are still small parts from the machine littering the windowsill, left there by their under-qualified workers, and that an independent electrician who examined the air conditioner found no problem with the electrical connection.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 07/25/2024

  This client wanted a free replacement for a unit that was malfunctioning due to misuse and lack of maintenance. We responded with a prompt service visit but when their demands for free labor and equipment were not met, the client ordered that our technicians immediately stop working and leave the home. Our technicians complied with this demand, as they should. Following this, the client called our office to complain that the unit was left disassembled and the furniture was out of position. The same technicians then immediately came back to the apartment to re-assemble the unit enclosure and return the furniture to position. After this we informed the client that we would not charge for the visit, and we asked the client to find a different service provider. 

  As an additional step of resolution, the client is welcome to contact one of the owners of Stanley Ruth directly at the number below. We are open to having this discussion directly or mediated by the BBB.

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

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

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

   

  
  

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stanley Ruth installled a brand-new IceAir AC (we purchased the unit from Stanley Ruth and they installed it) and within a few weeks of usage, the compressor failed. Stanley Ruth repaired the brand-new unit (over the course of many weeks in the summer of 2018) and it then worked for a short time. Obviously, we did not use or need to use the unit over the ensuing colder seasons. Then when we started to use the unit in the summer of 2019, it again failed and it took weeks and weeks for a proper repair. In 2020, because of the pandemic, I was not living in this apartment during the summer at all and therefore did not use the air conditioning unit. This unit failed again in late 2020 and yet again needed a new compressor in the summer of 2021. Now(summer, 2022), yet again, the compressor has failedwithout having been used in ~ one yearand the company (after multiple attempts to contact them this summer) is not returning any emails I have sent or responding to telephone calls. Indeed, on the phone they will not even give a name or email address of an owner to whom I might address additional correspondence

  Customer Answer

  Date: 08/28/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Stanley Ruth Co. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *****************************