ComplaintsforStanley Ruth Co., LLC

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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,
  
  *****************************

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/24, 21, a GE AZ65 model PTAC was installed into my apt. I was told by the rep that it would sufficiently **ol my apt and it would **nnect to the steam supply of the apt to provide heat in the winter. The unit did not **ol my apt sufficiently, and they never **nnected the machine to my building steam supply. I agreed to wait till the building heat was turned on to have the unit **nnected to the building steam supply. I made it clear that I would only pay for the 1/2 downpayment and the balance would be paid once all was **nnected and in working order. Meanwhile, on 8/13, I **mplained the machine was not sufficiently **oling. The manager changed out the machine to a "duct" mode, but it was only marginally better. Once the weather turned **ld, I noticed so much **ld *** **ming through the machine to the point I **uld not sit anywhere near the wall the machine was installed on. I **mplained about the draft and reminded them to **nnect the unit to my building steam supply. They came out on 12/6, and did nothing to fix any of the issues. The tech explained there was an issue with wiring and he had to replace the machine. As for the draft, he said I should buy insulation. At that point, I lost faith and **ntacted another **mpany. The new **mpany came out the next week, explained that GE AZ65 was the wrong model for my apt and that is why the machine was inefficiently **oling and letting in so much **ld *** through the big gaps all around the machine. They installed a Simon *** unit, which is **nnected to the building steam supply and does not let in any draft.I had been patient for 5 months for them to provide what they promised, but they failed to do so. I had to use another **mpany and pay for another proper unit. I asked *********************** ** to take back the unit they supplied and issue me a full refund, but they deny any wrong doing and refuse to refund my money.

  Business response

  03/02/2022

  To whom it may concern:

   

  Here is our response to complaint *********.

   

  In most ************* residences, there are two pieces of equipment that are both intertwined in order to make both heat/cool functionality work at full capacity. This includes the cooling chassis and the steam coil, or heating section, which is tied into the buildings legacy steam system.

  
  We went to **** ***** residence on 6/24/121 for a service issue, and our technician determined the cooling chassis needed to be replaced. Our technician did not flag the heating assembly at that point in time. We issued a proposal to ************* to replace the cooling chassis and it was accepted.

  
  Upon installation on 7/5/21, our technician, upon trying to connect the cooling chassis to the heating system, stated the heating system needed to be replaced. ************* was not pleased to hear this and believed she shouldnt need to pay for a new heating system because it was not included in the original email and in our phone conversation.  There are very real time and materials costs to installing a new heating system, and unfortunately our Company is not able to install without charging for our services.

  
  After a month of operation, ************* felt that the unit we installed wasnt fully cooling the room so we returned and installed a new unit at no cost. This was on 9/2/2021. We came back again on 12/6/2021 when the client said the unit was not producing heat. When our technician again flagged that the unit would not work correctly with the old heating system, ************* elected not to use our services anymore. 

   

  She has since hired a new company to come and install a new machine. She had them leave that machine on the floor and requested a full refund for the cooling chassis installed. We said we would not issue a refund and, to this day, we are still owed a large receivable that is overdue by 6 months.

   

  In summary, this issue has been drawn out far more than what it needed to.  The equipment would most certainly have been working properly in July after flagging the heating equipment that needed to be replaced. We hope this response helps ************* better understands our perspective on the matter.

*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. ↩