Complaints

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Armstrong Comfort Solution came to my house because my furnace was not working on September 13, 2023. The technician stated that there were two circuit boards and one had "blown". He stated he would order the replacement circuit board and in the meantime, he "bypassed" the smaller circuit board, and connected the larger one where the smaller one should go. I asked him if this was safe and he said yes. My furnace is less than three years old. I provided Armstrong with the warranty information and a certificate of coverage, downloaded directly from the Goodman company site, where I registered my furnace. Over two months later, Bill, from Armstrong phoned me. He stated that Goodman had discontinued the circuit board that needed replaced. He said that the good news was that Goodman was willing to replace the entire furnace since they no longer carried the needed circuit board. Bill said his labor charge would be $2000 to install the new furnace. I told him I had to think about it. I called Goodman , and spoke to employee Latisha directly, and was told that the information that Armstrong gave me was false. She looked up the part I needed and said they were well stocked, and that they do not discontinue any components of a furnace until 10-15 years after they stop making a model. She said the price was $98 but all my parts were covered under my warranty. I next attempted to contact Armstrong by email and telephone. I received no response from the email and was told when I called that I needed to speak to "Bill" who was "out in the field". I called in the morning and waited all day for a reply. I then called another HVAC service. The gentleman came out and looked at the furnace. He explained that what Armstrong had done was very dangerous, and that they had ruined my furnace. It appears to me that they lied to me and are trying to make me pay for their mistake.

  Business response

  12/28/2023

  Our company was advised of the information above by our supplier, Johnstone Supply.

  After *** ***** stated the above, we reached out to Tom S****, area manager at Johnstone Supply who confirmed that we were given the wrong information.  The parts counter made the mistake.  Mr. S**** called *** ***** and advised of such.  He told her that it was their mistake not Armstrong Comfort or Bill's.  They are sending us back out with correct part and offered her a UV light and will stand behind the warranty.

  Customer response

  12/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** *****

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11/13/23 $695 paid receipt #********* reference **** At 10:09 am I called to have a leaking natural gas pipe replaced, and wanted to be sure they could do the work. I explained that I diagnosed the problem, PNG shut the gas off, and it would take a 30”, and a 72” section of 1” black iron pipe, and a 1” 90 to complete the repair. I was told by Brittany that they can send a tech with all he needs to complete the job with him between 2-4pm that afternoon. There is a $65 service fee, and he will give me an estimate. When Brandon arrived at 2pm, he said he didn’t have what he needed for the repair, and there was only a 50/50 chance they had what he needed at their shop. I told him what Brittany said, and he said he listened to the conversation, and that she shouldn’t say things like that. He returned to his shop, and was to call me to say he either couldn’t do the job, or to give me an estimate. At 3:02 pm Brandon calls me back, and said he can make the repair for $695. At 3:20pm he returns, and at 4:14pm the repairs were complete, and I called PNG to turn the gas back on. At 4:35pm Brandon pulls out if my driveway. I feel I was grossly overcharged, and coerced into either having the repair done, or be without heat overnight. Since I was told by a company rep (Brittany) that he would have all he needed when he arrived, and there was a pre-set $65 fee, I shouldn’t have to pay for his time gathering materials he should have already had. Especially when he knew exactly what he needed. That puts his starting time at 3:20, and his finish time at 4:35. Let’s be generous and call it 2 hours labor that I feel responsible for. The repair itself was done with a flexible hose, and not with replacement pipe like I thought it would be. I was never told, and I’m not even sure if that’s legal. A 10’ section of black iron pipe, and a 1” 90 elbow costs around $45 at the local Lowe’s store, and they have it in stock. Even including $130 cost of materials puts the labor at $200 per hour!

  Business response

  11/28/2023

  We have reached out to the customer to correct any miscommunication he may have.  No answer, no voicemail.
  The customer did give a list of what he believed was needed to make the repair.  The pipe size given was incorrect.  He stated it was 1 ¼” pipe when it was actually 1”.  Our tech had to return to our Pittsburgh warehouse to acquire the material needed to make the repair.
  The tech informed the customer that he would receive a call after gathering the material(s) to give the price upfront for the repair.  The call was made at 3:02pm.  The customer agreed to the price over the phone.  The tech returned to the customer’s residence and completed the repair.   The pipe and fittings used for the repair are both approved for gas lines.
  We have spoken to the dispatcher, technician, and attempted to speak with the customer three times by phone.  We also listened back to all the phone calls between the customer and our company representatives. At no time do we feel the customer was mislead.  As with all of our customers, our policy is we offer the repair price upfront - to accept or reject - prior to performing any work."

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 14, 2023 Armtrong replaced AC . Armstrong said our duct work was well done didn't need replacing. On June 14th new AC Unit installed. On July 13, 2023, we saw a wet spot on ceiling: called Armstrong. 7/14/23 Armstrong technician came & spent the day correcting the problems that he said were caused by an incorrectly installed Unit including fact that the shut-off mechanism wasn't wired properly. 7/15/23 at 10:03PM plaster ceiling crashed to the floor. Luckily no one was under that area. However, the force of the crash sent debris into the living room where we were, into the kitchen, hallway and into the entry area. Wet insulation, water and plaster debris everywhere: including splashed walls, books and book case, lamps, furniture, antique mirror, antique Vienna Regulator Clock, and all art work . Our oriental rugs in the immediate area were saturated & buried in debris and wet insulation. Called Armstrong on Sunday to leave a message of the Ceiling collapse. I had to call Armstrong to get someone here to help on the 17th.. 7/18/2023 they sent Service Master who took down the rest of the precariously hanging ceiling. Opened a 4-inch area of wall all around. They piled all the furniture, art, mirror, clock, book case, credenza, entry table & lamps in our living room and dining room (to do so they rolled up a 9.6'x6' oriental rug with wet/dry debris, stating they would be back to clean. They installed Dehumidifiers & dryers to remain for 7 days & cordoned off all access to the entry & living room. Installed zippered plastic doors to kitchen and hallway. Took saturated oriental rug that I just got back. Armstrong says that service master cleaned our home?? We waited to have damage repaired then learned it was up to us to get all estimates and turn them into Sedgwick Claims Management Services where we learned that Armstrong has several claims like this with them. our last email from Sedgwick was 10/23/23 They have all estimates ./. HELP!

  Business response

  11/29/2023

  This was settled with our company and customer.  We paid out the settlement.  

  I believed all was resolved.  I'd be happy to discuss further if needed.

   

   

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Armstrong Comfort Solutions was providing a sewer line repair. They finished part of the work on July 5, 2023. They were to return in 2 weeks to finish the job. They had removed bricks from the Boro street and based on the Coraopolis they could not replace the bricks for 2 weeks until the ground settled. The bricks are sitting on the sidewalk causing a hazard. The curb is not repaired because the street must be fixed first. The dirt from them opening up the yard to replace the sewer line has not been removed. Every time it rains the mud flows down the sidewalk. I have tried to call and the office states that they will give a message to the foreman. I get no call from the foreman. I paid $42,760 and cannot get them to finish the job. I just need help getting them to finish the job.

  Business response

  10/16/2023

  I reached out to *** *********** immediately after receiving the complaint.  We went out the very next day and finished the job.

  On behalf of ACS, I'm sincerely sorry this took so long.

   

  Customer response

  10/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  ***** ***********

*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. ↩