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:05/16/2025

  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.

  My home agent purchase the warranty from Armadillo and passed it to me and my wife as a gift for the completion of a home purchase after about a month and a half we started having plumbing issues i gave a call to Armadillo and paid $100.00 dollars up front after I was told a plumber would be referred to me so after about a week are two I received a call from the plumber so after we agreed on a date the plumber came out check out the issues told me problem would probably be very costly and that I was only covered up to $1000.00 dollars and anything over was my responsibility to wich was OK with me and apon leaving i was told that he would share the photos with other tech and give me a call in a few days to witch never happen after several weeks of no response I finally got a call stating that the repairs were approved up to that thousand dollars by an individual named ****** **** and they would contact me with in a week with a plumber but no action on there part so I have a friend that referred a plumber to me and got the process in motion after a week or more i received a email from ****** **** to which I can forward to you giving me the option of $875.00 are give them the option to make the repairs to witch I replied i had a plumber in the process of making the repairs of which is costing me $23.000.00 dollars and he could just send the $875.00 from his suggestion so after sending me emails and payment links to witch I can forward to you it haven't happened so I wanted to put out there business practice

  Business Response

  Date: 05/16/2025

  We are in receipt of the complaint filed by *** ****** and regret to learn of his dissatisfaction. Armadillo is truly sorry that our service did not meet your expectations. Great customer service is core to our mission, and I apologize we did not meet this expectation with your claim. We take customer complaints seriously and are happy to report the escalation is resolved.
  
  In response to this complaint, a member of Armadillo’s Claims Department conducted a detailed investigation of the issue. *** ****** was issued a payment of $1,000 via ACH link on April 24th. He attempted to collect the payment by entering his bank information, but it was entered incorrectly. The bank rejected the payment. *** ****** never reached out to inform us that he did not receive the payment. We have reissued the payment via new link today (5/16) for *** ****** to collect on.
  
  We trust this response satisfactorily resolves the customer’s concerns. We appreciate you bringing this matter to our attention and allowing us to respond. We welcome the customer to reach out to us with any further concerns.

• Initial Complaint

  Date:04/03/2025

  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.

  Formal Complaint – Unacceptable Delay and Service Issues
  
  I am extremely dissatisfied with the service I received regarding my dryer repair, which took an entire month to resolve due to inefficiency and poor communication.
  
  On March 7th, the technician diagnosed the issue, stating that both the power cord and heating elements needed to be fixed. However, when he returned, he only repaired the heating elements, leaving the power cord issue unresolved. What followed was an unnecessary three-week delay because the company couldn’t decide whether the power cord was covered under my warranty—an absurd and frustrating excuse. If there was any uncertainty, the part should have been purchased immediately, with the cost either covered by the warranty or charged to my account. Instead, I was left without a dryer for weeks, forced to call repeatedly for updates.
  
  To make matters worse, when the technician finally installed the power cord, he requested a $20 service fee, claiming it should have been $200. This is completely unacceptable, considering the multiple visits were due to the company’s inefficiency. If the job had been handled correctly from the start, none of this would have happened.
  
  This experience has been frustrating, and I strongly urge you to improve your processes to prevent such delays and mismanagement.

  Business Response

  Date: 04/04/2025

  We are in receipt of the complaint filed by ***** ******** and regret to learn of your dissatisfaction. Armadillo is truly sorry that our service did not meet your expectations. Great customer service is core to our mission, and I apologize we did not meet this expectation with your claim. We take customer complaints seriously and are happy to report the escalation is resolved.
  
  In response to this complaint, a member of Armadillo’s Claims Department conducted a detailed investigation of the issue and as a result contacted the contractor on 4/3/25. The team member detailed what is covered under the plan and determined the fastest way to complete the repair is for us to purchase the power cord and have them complete the installation. The power cord has been purchased and the contractor is reaching out to schedule the installation. Our team member also reached out to the customer to apologize for the miscommunication and delay of service but had to leave a voicemail. Additionally, due to the dissatisfaction, we have refunded the service fee.
  
  We trust this response satisfactorily resolves the customer’s concerns. We appreciate you bringing this matter to our attention and allowing us to respond. We welcome the customer to reach out to us with any further concerns.

  Customer Answer

  Date: 04/09/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:01/13/2025

  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.

  I am a first time home buyer as of this past August 2024. On Christmas Eve this past year my washer machine broke-stopped working. It wasn’t urgent, and since it was a holiday I waited until the day after Christmas to report it so there wouldn’t be any holiday fees. I requested that Armadillo send me a service company. The company they paired me with was supposed to call me that same day and never did, so the next day I called them explaining to them what I needed done. They informed me they never received any service request and then I was later informed by Armadillo that “oh yeah that company actually doesn’t work with us.” So then why try and hook me up with them? (I find out in a later conversation that “Armadillo has a 100% guarantee that the companies we send you will work with both you & us!”) funny! Just not in my case I guess! Therefore they had to try and find me another company, which after days upon days they still had set me up with no one ( which I find hard to believe considering I live in the biggest city in my entire state.) Finally I contacted my own service technician who came out and diagnosed that my machine needing fixing. However the part wasn’t available as it was 6+ months on back order. Clearly I can’t be 6+ months without a washer. Yet I was sent an email saying I was “Approved for a repair!” After my technician clearly stated in the invoice he sent that it cannot be repaired. I have had to contact this company myself every single time to make sure the ball was still rolling. It has taken them almost a month later to finally get everything sorted out with me. & to top it all off, my technician told them that my current washer is a $500 washer, but they are only willing to give me $420 because that’s how much the repair would have been worth. Remind you a repair that isn’t even happening! That money is for labor & repair costs in total, but NOT happening. Pathetic! You’re here to cover MINIMALLY what my items are worth. 0/5 stars.

  Business Response

  Date: 01/14/2025

  We are in receipt of the complaint filed by *** ******* and regret to learn of her dissatisfaction. Armadillo is truly sorry that our service did not meet your expectations. Great customer service is core to our mission, and I apologize we did not meet this expectation with your claim. We take customer complaints seriously and are happy to report the escalation is resolved.
  
  In response to this complaint, a member of Armadillo’s Claims Department conducted a detailed investigation of the issue. After careful review, we determined that coverage on this claim was appropriately applied. *** *******’s contract with us states the following: "Non-original manufacturer’s parts may be used for repair of the product if the manufacturer’s parts are unavailable or more costly." It also states that, "If We cannot provide a contractor for You, We may approve You to use the use of a contractor outside of Our network provided they can show proof of insurance and are fully licensed to perform such service and reimburse You for covered service.”
  
  With regard to *** *******’s complaint about the part on backorder, she is correct that it is on backorder from the manufacturer; however, it can easily be sourced from other vendors *********************************************************************************************************************************. Given that we followed the terms of the contract with regard to providing a contractor as well as reimbursement for repair of the washer, there’s no further reimbursement required.
  We trust this response satisfactorily resolves the customer’s concerns. We appreciate you bringing this matter to our attention and allowing us to respond. We welcome the customer to reach out to us with any further concerns.

  Customer Answer

  Date: 01/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Stated in the contract that you send out, it says “ we will either (1) provide a new, rebuilt, or refurbished product of similar features and functionality, or (2) issue payment EQUAL to a comparable replacement unit.” As I said, the money you sent was for a repair, but that repair is clearly NOT happening. A new washer happened. My technician said in his invoice that my old washer was a $500 washer, which I then decided to look up myself and also found the same washer for that price as well. Therefore, since the repair isn’t happening and a new product is being purchased, under contract, you are agreeing to pay out what my washer is worth minimally, which is $500. If $80 is going to make or break Armadillo as a business then I fear the company as a whole has much bigger issues. Under law as a business you cannot breach a contract.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 01/14/2025

   I appreciate you taking the time to give us this feedback. I am truly sorry that our service did not meet your expectations. Great customer service is core to our mission, and I apologize we did not meet this expectation with your claim. Your contract terms state the following: "If We determine that your product is not repairable, We, at our sole discretion, will either: (1) provide a new, rebuilt, or refurbished product of similar features and functionality, or (2) issue a payment equal to a comparable replacement unit." Unfortunately we did not determine that your washer was not repairable, therefore we issued reimbursement for the repair of the unit.
  

• Initial Complaint

  Date:11/21/2024

  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.

  My HVAC stopped working so I have no HEAT. I called Armadillo for service Nov. 14, 2024. In order for service I had to send my home inspection and paying $100. I did this Nov. 14th. They sent a Technician out Friday Nov. 15, 2024. The Tech said the HVAC circuit board needs to be replaced and my unit needed more Freon. He stated the Estimate for repairs was submitted Friday Nov. 14 to Armadillo's NSA. I asked for an estimate of cost and the Tech. wouldn't provide one nor leave any documentation about the visit. Nov. 18th, 19th and 20th called Armadillo they said no estimate was submitted. I called the Tech and he said Armadillo is lying about him submitting the estimate and he submitted it on Friday Nov. 15th. Nov. 20th I called Armadillo and find out the Tech declined the job and that Armadillo is holding off on approving my repair until they talk to the Manufacture about my HVAC system. Per Customer Service the Tech can make repairs without approval up to $1000 and if I want to use my own Tech $350. They won't give you any updates or status in emails. When I use the Chat they don't send you a copy and it's deleted. If you use the contact on the website they call you back so I have no paper trail, no estimate, no time my HVAC will be replaced. They are not calling or emailing me about my repair I have to call them and they keep giving me the run around and say I'll make it urgent.

  Business Response

  Date: 11/26/2024

  We are in receipt of the complaint filed by *** **** and regret to learn of her dissatisfaction. Armadillo is truly sorry that our service did not meet your expectations. Great customer service is core to our mission, and I apologize we did not meet this expectation with your claim. We take customer complaints seriously and are happy to report the escalation is resolved.
  
  In response to this complaint, a member of Armadillo’s Claims Department conducted a detailed investigation of the issue and escalated with the service provider assigned to *** ****** claim. The service provider was on site on 11/25 and found that the unit is working fine and no further repairs are needed at this time.
  
  We trust this response satisfactorily resolves the customer’s concerns. We appreciate you bringing this matter to our attention and allowing us to respond. We welcome the customer to reach out to us with any further concerns.

  Customer Answer

  Date: 11/26/2024

  
  
  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,
  
  
  
  ******** **** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/14/2024

  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.

  Inspection showed need to inspect water heater so seller had it done, gave paid invoice showing in proper service. 10/14/24, water heater leaking, contacted Armadillo, opened claim, would use my own plumber. Claim "approved" immediately $300, put on hold next morning. Provided docs requested - inspection and copy of the invoice showing fully operational. Armadillo said could not help me because they say it was on the first inspection. I again pointed to documentation. I was then re-approved but for $350. 10/18/24 plumber inspected water heater, stated it could not be repaired because repair damages entire unit, We called Armadillo to move forward. Plumber also said location of overflow (dumping into crawlspace) requires entire machine to be pulled. He gave manufacturer's direction to Armadillo issue should not be repaired but replaced. He spoke with Armadillo directly, who seems in agreement/understanding that machine had to be replaced. Armadillo said phone approval was up to $1000 but needs second approval for full cost, 24-48 hours. My plumber told them it was Friday, delay denies us any hot water. Armadillo said we go ahead with the replacement while waiting for approval (I confirmed) but amount might be for less. We knew at least $1000 per phone rep, so went ahead thinking Armadillo would cover. I got "Invoice reviewed and approved!" in bold. Fine print, Armadillo cut full amt ($2,075.52) to $399. Armadillo said it should be repaired, even though plumber and manufacturer said it couldn't be. I sent paid copy of receipt (no choice but to replace machine, it could not be repaired), auto email said response 1-2 business days. No response but portal shows "Invoice approved / Replacement approved Nov 8, 2024, 3:33:32 PM." Again, small print shows only $499. 11/13/24 finally got email with link, only 7 days to claim funds. Link does not function from a computer, only phone. No details on the $499. I request the reimbursement of the $2,068.62 paid to the plumber.

  Business Response

  Date: 11/20/2024

  We are in receipt of the complaint filed by Ms. ****** and regret to learn of her dissatisfaction. Armadillo is truly sorry that our service did not meet her expectations. Great customer service is core to our mission, and I apologize we did not meet this expectation with her water heater issue. We take customer complaints seriously and work to resolve them as best we can.
  
  In response to this complaint, a member of Armadillo’s Claims Department conducted a detailed investigation of the issue. Our coverage is specifically tailored to address mechanical failures within plumbing systems. While we acknowledge the preventive benefits of replacing water heaters that are older, our coverage is designed to address issues that result from unforeseen mechanical failures rather than routine or preventative maintenance. Unfortunately, the customer’s own contractor stated that the breakdown was the TPR valve, not the water heater itself. The customer’s policy clearly states that “In situations where the Product is a system, such as heating and cooling [or water heater], the failed component of that system is the only eligible Product considered for replacement.” The water heater tank itself had no breakdowns or failures. At no point was the customer ever guaranteed any approval amount over $350 in emails or via phone nor told that they should go ahead and proceed with replacement. As we stated in the email to the customer on 10/18/2024, we reimbursed Ms. ****** per the terms and conditions of her contract for the repair of the TPR valve on her water heater, which is the component that failed.
  
  We trust this response satisfactorily resolves the customer’s concerns. We appreciate you bringing this matter to our attention and allowing us to respond. We welcome the customer to reach out to us with any further concerns.

  Customer Answer

  Date: 11/21/2024

  
  
  Complaint: ********
  
  I am rejecting this response because: Armadillo said they didn't provide that $1000 could be approved. This did occur, per attached 10 minute call to Armadillo 10/18/24. My plumber and I both heard Armadillo could approve the $1000 on the phone but since quote was more needed secondary approval. He also noted that we could proceed with the replacement, understanding that we might not end up being reimbursed in full.  Since we felt that we were assured it would be at least $1000, and knew there was no way this machine could be reasonably repaired, manufacturer stated it needed to be replaced, we went ahead. After replaced, I received the second attachment with the large and bold print that my "Invoice reviewed and approved!". I note the details within the email contain the incorrect amount of the quote, it is entered much higher, and I contend this much higher amount incorrectly entered by Armadillo caused them to deny my claim despite the evidence provided it needed replacement. Finally, once I submitted my paid invoice, I received another email, again in large and bold print, that my "Claim is approved for payment". My claim was for $2,068.62 and not the $499 that is in the link sent. The portal also shows clearly (attached) that my claim was for the Water Heater, not specifically a part, and that not only is my "Invoice Approved" but my "Replacement Approved". One would certainly think this means that the replacement of the water heater was approved. The mechanism of requiring claim information by phone only, providing instruction by phone only that can later be denied by Armadillo, and the misleading method of email (large and bold type of the subject stating approvals, inaccurate information about approval in the portal) leads the consumer to make decisions thinking that Armadillo will pay when in fact they intend to deny. My expectation is payment in full of my invoice of $2,068.62.
  

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

  Business Response

  Date: 11/26/2024

  In response to this complaint, a member of Armadillo’s Claims Department conducted a detailed investigation of the issue. Our coverage is specifically tailored to address mechanical failures within plumbing systems. While we acknowledge the preventive benefits of replacing water heaters that are older, our coverage is designed to address issues that result from unforeseen mechanical failures rather than routine or preventative maintenance. Unfortunately, the customer’s own contractor stated that the breakdown was the TPR valve, not the water heater itself. The customer’s policy clearly states that “In situations where the Product is a system, such as heating and cooling [or water heater], the failed component of that system is the only eligible Product considered for replacement.” The water heater tank itself had no breakdowns or failures. At no point was the customer ever guaranteed any approval amount over $350 in emails or via phone nor told that they should go ahead and proceed with replacement. As we stated in the email to the customer on 10/18/2024, we reimbursed Ms. ****** per the terms and conditions of her contract for the repair of the TPR valve on her water heater, which is the component that failed. We have provided a copy of the audio file and transcription of a portion of her call where the approval was discussed as documentation that nothing more than $350 was ever guaranteed.

  
  We trust this response satisfactorily resolves the customer’s concerns. We appreciate you bringing this matter to our attention and allowing us to respond. We welcome the customer to reach out to us with any further concerns.

  Customer Answer

  Date: 11/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is clear at this point the company will do nothing to address the problems in their communications, simply copying their answer over and over.  The response I received was not unlike the response another recent BBB complaint received. I assume my downfall was that I attempted to use my own service provider. This is clearly not something that Armadillo wants you to do, even though they use it as a main selling point.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/11/2024

  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.

  This warranty was a Commissary from the seller on June 2024 when I purchased this home. I was denied a service call back on my water heater. Then the company tried processing my credit card on multiple occasions. The supervisor of the claims department stated that it was done in error but I still received multiple email stating that my card is trying to be processed. No one will answer the phone when I called and the two times that I reached someone they told me that I would receive a call back which I never did. From the email of the Claims Department she told me that I should've received a free call back which I never did and now I'm receiving emails stating that my card is trying to be processed again and that my coverage will be terminated

  Business Response

  Date: 11/14/2024

  We are in receipt of the complaint filed by *** **** and regret to learn of her dissatisfaction. Armadillo is truly sorry that our service did not meet your expectations. Great customer service is core to our mission, and I apologize we did not meet this expectation with your billing issue. We take customer complaints seriously and are happy to report the escalation is resolved.
  
  In response to this complaint, a member of Armadillo’s Claims Department conducted a detailed investigation of the issue and as a result canceled the service fee associated with *** ****’s denied claim. Please see the attached screenshot for confirmation.
  
  We trust this response satisfactorily resolves the customer’s concerns. We appreciate you bringing this matter to our attention and allowing us to respond. We welcome the customer to reach out to us with any further concerns.

• Initial Complaint

  Date:12/28/2023

  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.

  Unfortunately, our heating portion of the HVAC stopped working Christmas night. We called Armadillo the next day and after much trouble getting to speak to someone, we filed a request and was told it would be "Urgent." Got a company to come out and it was decided the entire heating portion of the unit would need to be replaced ($4500). So the entire day 12/26 we were without the heater (please note we have an 18 month old child here). The report was filed 12/27 morning and we have called no less than 8 times today to find out the status. We have been told "it will only take 2 hours to approve" 3 times and each time told it would be escalated, starting around 8am. We can't even reach the company reliably. Now, I'm writing this at 7pm CST at night...and still no answer from the warranty. So two days without heat...we live in Illinois, it is below freezing at night. On the last call, we asked if we can just pay the HVAC company and just be reimbursed, which I was told- well we hope that person reviewing the claim will be done reviewing. So my question was never answered and we were never called back. So we keep being told someone isn’t doing their job reviewing the claim (all day…) even though this was urgent. So you left a family with an infant without heat for 2+ days, without any further communication.

  Business Response

  Date: 12/29/2023

  We are in receipt of the complaint filed by Mr. *** ***** and regret to learn of his dissatisfaction. Armadillo is truly sorry that our service did not meet your expectations. Great customer service is core to our mission, and I apologize we did not meet this expectation with your claim. We take customer complaints seriously and are happy to report the escalation is resolved.
  
  In response to this complaint, a member of Armadillo’s Claims Department conducted a detailed investigation of the issue and as a result contacted the customer on December 28, 2023. The team member detailed out what is covered under the plan and provided the option for repairs to be completed with out-of-pocket costs to the customer or reimbursement for the covered portion of the repairs. The customer opted for the reimbursement option and a Venmo payment has been sent to the customer.
  
  We trust this response satisfactorily resolves the customer’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome the customer to reach out to us with any further concerns.

  Customer Answer

  Date: 01/02/2024

  
  
  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.

  After an official complaint, they expedited their internal process to find us a solution for being out of a heater.
  
  
  
  Sincerely,
  
  
  
  ******* *** ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/20/2023

  Type:Billing 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.

  We would Like to know how this number was calculated. There is no HVAC company that is will or able to install an heat pump condenser and TXV for this amount, and this definitely does not follow the rules of indemnification. This is an unacceptable offer.
  
  Hi ****** * ******* 
  The invoice for your repairs is approved for your Air Conditioning System!
  
  
  
  The completed repairs were in total $5,177.60.
  
  
  
  Armadillo will reimburse you for this repair (less your plan service fee of $200.00) for a total reimbursement of$1,683.
  
  
  
  Please respond as soon as you can with your preferred payment method so that we can process your reimbursement asap!

  Business Response

  Date: 10/20/2023

  We are in receipt of the complaint filed by *** ******* and regret to learn of his dissatisfaction. Armadillo is truly sorry that our service did not meet your expectations. Great customer service is core to our mission, and I apologize we did not meet this expectation with your claim. We take customer complaints seriously and are happy to report the escalation is resolved.
  
  In response to this complaint, a member of Armadillo’s Claims Department conducted a detailed investigation of the issue and as a result contacted the customer on October 6, 2023. The team member detailed out what is covered under the plan and provided reimbursement for the covered portion of the repairs. A check has been mailed to the customer.
  
  We trust this response satisfactorily resolves the customer’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome the customer to reach out to us with any further concerns.