Stan & Paul's Inc

As one of the owners of Stan & Paul's, Inc. I can't find any way to reply to the complaints that I see posted here. This seems to be the only way to say our side of the story. The things I will say is that we do listen to our customers, we try our best to resolve their issues, we do not make a commission on the service department which yes is leased out but it is to a service technician that we have worked with for over 30 years since the original Paul retired. As for delivery issues, many stores charge extra for everything, ie venting, cords, removals, stacking kits, side venting, door reversals, the list goes on and on. We do all of this no charge in most cases but there is a nominal $35.00 charge for delivery/removal which could be for one appliance or numerous appliances. \r more

I purchased a new GE air conditioner from Stan & Paul’s in June of 2012 and used the air condition for three months. A couple of days after the purchase I called Stan and Paul’s to report an issue about the air conditioner never turning back on when it was on energy saver. I spoke with different individuals and explained my problem. When an air condition is on cool the condenser turns off when the temperature is set and the fan remains on while in energy saver the fan and condenser turns off. In both modes the air conditioner should turn back on when the temperature is a few degrees outside the set temperature. Apparently no one at Stan and Paul’s knew how an air condition operates. I kept telling them my air conditioner was defective but they said that’s how the GE air conditioners operate as they never turn back on when the temperature is set when in energy saver mode. I gave up trying to explain my rational since the employees at Stan & Paul’s seem incompetent.\r \r In May of 2013 I installed the air conditioner and noticed no cold air was blowing from the air condition. I call Stan & Paul’s to report the issue along with the other issue I had the previous year since the air conditioner is still under warranty. They stated I had to call the repair shop and provided the phone number. I stated that since the air conditioner was under warranty and had reported an issue the previous year if they could just return the air conditioner back to GE and provide me a new air conditioner since the weather was hot and I needed an air conditioner. They said they could not do that as the warranty was for repairs. Well come to find out the repair shop was another business that does repairs for Stan & Paul’s (Note: if you need repairs do not go there since they don’t do their own repairs and make a commission off someone else’s repairs).\r \r When the technician came by my house they determined the cause was the condenser had failed and the air conditioner would have to go back to the shop for repair. The technician advised to call Stan & Paul’s to see what they would be able to do; so I did. Well the result of my conversation with the owner/manager/whatever his role is was a waste of my time. He stated there was nothing he could do and he wished they could since they are the best at servicing customers’ in southeastern Massachusetts; yada yada yada. He said if they had an air conditioner available he would let me use it until the repairs were completed. Well about half an hour later I had my wife call to see if they had any air conditioners and he provided a list and my wife responded back by saying you told my husband that you have no air conditioners available. If you want to be the best at customer servicing and want repeated business you would have taken a new air conditioner out of the box and set it aside for use when needed by a customer. In my book you are the worst business I have done business with. I should have gone to a major store where they really take care of their customers’. If I had bought my air conditioner from Home Depot or Lowes I would have exchanged it with no questions asked. I was one for shopping at small businesses to keep people and their companies going but the aggravation and frustration is not worth it! My suggestion is do NOT shop at Stan & Paul’s so you will not have to go through what I’m going through now.\r \r As another note: Stan & Paul’s should have referred me to a certified GE repair facility and apparently they did not. I also reported this to GE and hopefully GE will drop them from their list of certified distributors. more

I called to arrange service for our appliance, the woman who answered the phone was not very friendly and then they messed up our appointment with a no show. When I called to find out what the problem was, it had to have been the same lady as she was still rude on the phone. I do not tolerate ignorant people, therefore I told her I will take my business elsewhere. I will not be shopping with them & if I was the owner, I would review my staffing in the repair department. He should be monitoring/recording calls for customer service! more

I purchased a dryer from Stan and Pauls. When they delivered and installed the dryer, the installer told us he was going to leave the dryer venting we had in place because ?our stuff was better than the stuff he had?. Six weeks later the dryer was taking two cycles to dry a normal load. We called Stan and Paul?s to come and take a look. We were told when we purchased the dryer, that it was covered for one year parts and labor. Stan and Pauls website also says it has in house service on all appliances accept built-in appliances, which are contracted out. The gentleman that arrived at our house was a contract company. He then charged us 83 dollars to replace the vent that was clogged. (The vent that was included at installation but was not used because our stuff was better). The 83 dollars was not for parts or labor, it was for the technician to show up at the house. We called Stan and Paul?s, they would not reimburse us the money, but instead extended our warranty from 1 year t more

I purchased a dryer from Stan and Pauls. When they delivered and installed the dryer, the installer told us he was going to leave the dryer venting we had in place because ?our stuff was better than the stuff he had?. Six weeks later the dryer was taking two cycles to dry a normal load. We called Stan and Paul?s to come and take a look. We were told when we purchased the dryer, that it was covered for one year parts and labor. Stan and Pauls website also says it has in house service on all appliances accept built-in appliances, which are contracted out. The gentleman that arrived at our house was a contract company. He then charged us 83 dollars to replace the vent that was clogged. (The vent that was included at installation but was not used because our stuff was better). The 83 dollars was not for parts or labor, it was for the technician to show up at the house. We called Stan and Paul?s, they would not reimburse us the money, but instead extended our warranty from 1 year to 4 years. We went to Stan and Paul?s to support local business but it is now obvious we should have gone to a box store (Lowes, Sears, or Home Depot) Very disappointed more

The personel there are helpful. THey try to help you decided exactly what you need and don't put no pressure on you. THey explain all the features of their products and you feel that they really do know about their appliances. PROS: informative and friendly CONS: none more