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:04/19/2025

  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.

  Good afternoon, I have a 2022 Rheem Split HP, model RP1448AJ1NA, serial **********, since I bought my house on 7/31/2023. The equipment was installed by Stuart Pro Heating & Air Plumbing on 5/2/2023 per builder request, and it has been serviced only by Stuart Pro. Unfortunately, several parts have been defective. Stuart Pro did not charge me for the parts, but I have paid a total of $4,197 of repairs, plus $2,417 of power because the equipment was running in emergency mode. This is not reasonable considering the age of the equipment. Then, I would like Rheem and/or Stuart Pro to refund me at least the $4,197 of repairs. I have the invoices with description of work performed by Stuart Pro and the power bills. I have contacted both companies without success. Please help me. Thanks, *********

  

  Business Response

  Date: 04/22/2025

  Good Morning,
  
  I have reviewed the following complaint and have also researched all work quoted and completed by our company. All repairs made have been manufacture parts that have failed (Zone Damper, Compressor, Leak inside condenser, and TXV), nothing related to our installation. All work was quoted and approved by the homeowner while on site at each call. Parts were not charged for, only labor. Now I do understand the frustration as I am a homeowner myself, however this is an issue for the manufacture to hopefully assist you on. We (Stuart Pro), would be more than happy to reach out to the manufacture for you for some assistance, but we would also encourage you to do the same. I have provided Rheem consumer affairs number which is listed below.Please feel free to call us with any other questions or concerns.
  
  ****************
  
  Thank you,
  ***** ******
  Service Manager
  Stuart Pro Heating & Air
  ******************************************************************
  ************

  Customer Answer

  Date: 04/22/2025

  Complaint: 23226180
  
  I am rejecting this response because:
  

  Too many parts and labor have failed since installation.  Just the compressor was changed three times.  I know Stuart Pro only charged me the labor once.  The *** that had a leak, was later replaced in full, and I paid labor for both works.  I had to request Stuart Pro to send an expert to deeply check on the equipment because I noticed some technicians were young or were calling a supervisor for advice frequently.  Finally, a supervisor personally detected that the *** was broken.  Since the *** was fixed, the equipment has been working well, and the power consumption is normal.  Trial and error to solve problems? 
  
  In a letter received in 2023 from Stuart Pro entitled Action required for warranty compliance, they wrote should you need your units fixed after the base 5 years.  However, I have spent $4,197 in labor, plus higher power bills, after one year of service.  Thats not reasonable. 
  
  Yes, I approved each repair.  That was the best decision at the time.  I am not an AC expert. 
  
  On 4/13/2025, I contacted *************************** through their web site.  On 4/16/2025, they called me to say that Stuart Pro has a Coordinator who could help me.  The same day, I asked Stuart Pro about it, through their web site, but I did not get an answer.  Thats why I contacted BBB.  I would like Rheem and/or Stuart Pro to refund me at least the $4,197 of labor.  They need to talk to each other. 
  
  Sincerely,
  ********* *********

  

  Business Response

  Date: 04/28/2025

  Our Service Manager, ***** ******, called and spoke with Ms. ********** Below is a copy of the follow up email recapping their conversation.

  From: ***** ******
  Sent: Monday, April 28, 2025 1:35 PM
  To: *********************** <******************************>
  Cc: ***** ****** <************************************************************************>
  Subject: ************************
  
  Good Evening,
  
  I am emailing you in regards to our conversation we had earlier today about reimbursement. We appreciate your patience as we have been working with Rheem on this matter. Stuart Pro is prepared to reimburse $1,773.01 of labor related to your previous repairs. I will be sending this over to our accountant. Please allow 3-5 business days for a check to arrive.Please feel free to contact me with any other questions or concerns. Thank you and have a great day.  
  
  Thank you,
  ***** ******
  Service Manager
  Stuart Pro Heating & Air
  **************************************************************************
  ************
  
  

   

  Customer Answer

  Date: 04/28/2025

   
  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.
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:07/24/2023

  Type:Product 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.

  Bought a brand new construction home and closed 1/19/2022. Stuart Pro air was the vendor used by the builder. Our HVAC system has gone out 3 times. First time was 3 months into owning the home. First 2 times it went out, it was covered by a one year warranty. The third time, they covered none of the labor. They refuse to deduct chargers for their errors, and installed a faulty system they take no responsibility for. I did write the business as well as the builder for a new system, or a complete evaluation of the system, I did not get a response nor were there any actions taken

  

  Business Response

  Date: 08/11/2023

  Our Service Manager, *********************** has been in contact via phone and email with the customer. He is working with the manufacturer (Rheem) on behalf of customer.