Complaints

This profile includes complaints for Armstrong Cable Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Armstrong Cable Services

  437 North Main Street Butler, PA 16001

• 

  Armstrong Cable Services

  531 Perry highway Zelienople, PA 16063-0040

• 

  Armstrong Cable Services

  9328 Woodworth Rd North Lima, OH 44452-9712

  
• 

  Armstrong One Wire Customer Service Center

  109 E Jarrettsville Rd Forest Hill, MD 21050

• 

  Armstrong Cable Services

  1 Armstrong Pl Butler, PA 16001

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:07/26/2023

  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.

  I had Armstrong internet for 1-2 years prior to moving out for college to live in a dorm where internet was provided. I went to return (in person) the modem and plumes. I got a receipt and canceled my service. After about a month I started getting calls about not returning missing equipment so I stopped by the facility again to speak about it, and they claimed they only received one piece of equipment. I showed them the receipts and he said he would take it off my account. A couple of months pass and I start getting the same calls again?? I went in again but this time I no longer had the receipts it had been so long and I had just moved after all. They said they couldn’t do anything and I told them that they already have the equipment but the guy checked and he said it wasn’t there. (So they lost it?). They said they couldn’t remove the charges and I gave up because there wasn’t anything I could do, and I didn’t need internet service anymore anyway. Finally I graduated and went to move out of the dorms and into an apartment where I would need internet service again, but apparently the same charges are STILL THERE. They are refusing me as a customer unless I pay, it has been 2-3 years by now so I obviously have no hope of finding receipts or proof. I wanted a i come back as a customer and they will not take me unless I pay the fines, which I will not pay. All I want is to have the fines removed and to become a customer again, if they do not then I will search elsewhere as there are other providers in my area.

  Business Response

  Date: 08/04/2023

  Re: Your reference: **** *****
  **** *** ********
  
  We are in receipt of your letter dated 7/26/2023, regarding the informal complaint filed by
  **** ****** We have had the opportunity to investigate this matter and offer the following
  information.

  
  Armstrong empathizes with *** ******* frustrations regarding his difficulties in setting up
  services. The General Manager at the Local Office has looked into the issue further and was
  able to remove the charges that remained on the account from *** ***** for the equipment
  that was not returned from a previous account he had with Armstrong. A Customer Service
  Representative reached out to contact *** ***** to inform him that he is now able to call in
  and set up services but was unable to reach him. *** ***** can contact his Local Office to set
  up services at his convenience.

  Armstrong encourages *** ***** to contact our Customer Service Center at 1-800-734-1146
  if he has any additional questions. Thank you for your attention to this matter. Please feel free
  to contact me should you have any questions or require further information.
  Sincerely,
  Agency Complaints Response Team

• Initial Complaint

  Date:07/17/2023

  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.

  As of roughly 2 months ago, some time in May 2023, our Residential service from Armstrong started to show some issues. Service deteriorated and some times even cut entirely out. After the 1st call, they sent a technician who replaced the modem/router combo (outdated as those are.) The 2nd, service call, as issues not only persisted, but proceeded to worsen, resulted in the technician running an entirely new line from the service pole itself. The 3rd call, as problems CONTINUED to worsen, resulted in another technician replacing the power hub, or amp, in my basement. To this day I am still getting severe packet loss and the service is still occasionally cutting out entirely. I have a close friend who is very adept with IT. I have followed LITERALLY every step seemingly possible to make sure it is neither a hardware issue OR a software issue. Paying over $100 a month to a company that is legitimately not providing the service promised has been mind-numbing. They have been good to us for a long time, but recently it seems they have made changes that completely ruined our experience with them as a company and service. Not to mention the AUDACITY to make attempts at offering other bundles and services after multuple failed attempts at fixing the issues at hand. We will be seeking another provider for not only internet, but TV as well. I don't know what happened for their service to degrade to where it is now, but this has been an absolute hassle and a total shame.

  Business Response

  Date: 07/27/2023

  
  We are in receipt of your letter dated 7/17/2023, regarding the informal complaint filed by
  **** *****. We have had the opportunity to investigate this matter and offer the following
  information.
  Armstrong empathizes with *** ******* frustrations regarding the service issues he has been
  having. An Armstrong System Technician was sent out to investigate the issue and he
  discovered that the problem was coming from a damaged cable in our plant. He repaired the
  cable and ran diagnostics, concluding the issue is now resolved. We have tried several times to
  get in contact with *** ***** regarding this matter and have not heard back. We have given
  *** ***** a credit due to the issues he was having and have issued a credit onto his cable
  account of $263.06 which is for one (1) month of service to remedy the issue.
  Armstrong encourages *** ***** to contact our Customer Service Center at 1-800-734-1146 if
  he has any additional questions. Thank you for your attention to this matter. Please feel free to
  contact me should you have any questions or require further information.
  Sincerely,
  Agency Complaints Response Team

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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 have contacted Armstrong Cable 4 separate times since I have cancelled our service in an attempt to return our equipment. I have still yet received an email as promised to return equipment via UPS. I will also seek legal action and open a case with the FTC.

  Business Response

  Date: 07/07/2023

  Re: Your reference: ******* ********
  Case No. ********
  
  We are in receipt of your letter dated June 27, 2023, regarding the informal complaint filed by
  ******* ********. We have had the opportunity to investigate this matter and offer the
  following information.
  Armstrong empathizes with *** ********** frustrations regarding the issues he faced when
  attempting to return his equipment. A Customer Service Representative reached out to ***
  ******* on June 27, 2023, and found that *** ******** was providing the wrong email
  address when he previously reached out to request his return UPS slip. The Representative
  received the proper email address and remained on the line to confirm that *** ********
  received the slip via email.
  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  Sincerely,
  Agency Complaints Response Team

• Initial Complaint

  Date:02/04/2023

  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.

  This internet provider is a complete monopoly as it is the only provider allowed in the area. As stated in the Sherman Antitrust act, . An unlawful monopoly exists when one firm controls the market for a product or service, and it has obtained that market power, not because its product or service is superior to others, but by suppressing competition with anticompetitive conduct. The internet service is absolutely horrible and it is beyond obsurd that it is the only allowed provider in the area.

  Business Response

  Date: 02/10/2023

  Re: Your reference: ***** *****
  **** *** ********
  
  We are in receipt of your letter dated February 4, 2023, regarding the informal complaint filed
  by ***** *****. We have had the opportunity to investigate this matter and offer the following
  information.

  
  Armstrong empathizes with *** ***** frustrations regarding service providers in his area.
  Armstrong has a non-exclusive franchise in *** ***** area so other providers can provide
  service to that area. Armstrong is a non-contract company, so *** ***** has the option to get
  another provider if he chooses to. We value *** ***** as a customer and if he is experiencing
  any issues, we encourage him to contact our Customer Service Center at 1-877-277-5711
  where we have local professionals who have a passion for helping customers with any issues
  they may have.
  

  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  Sincerely,
  Agency Complaints Response Team

• Initial Complaint

  Date:02/03/2023

  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.

  Entered by BBB staff LO
  Consumer states she has had issues with service since the business switched systems. It started around November 2022. The consumer has contacted the business daily and spoken with supervisors and nothing has been resolved.

  Business Response

  Date: 02/10/2023

  Re: Your reference: ***** ****
  **** *** ********
  
  We are in receipt of your letter dated February 03. 2023, regarding the informal complaint filed
  by ***** ***** We have had the opportunity to investigate this matter and offer the following
  information.

  
  Armstrong empathizes with *** ****** frustrations regarding issues with her television
  service. A representative called *** **** on February 6th and two times on February 7th. They
  were unable to get ahold of her so they left a voicemail with our contact information so we can
  discuss the issues she is experiencing. Our records show that *** **** contacted our
  Customer Service Center two times in October and November, once in December and once on
  February 2nd.

  We are aware of the streaming issue that customer’s are experiencing and are in

  the process of fixing the issue. Once we have resolved the issue, we will contact *** **** and
  issue her the appropriate credit. We apologize for the inconvenience and urge *** **** to
  contact our Customer Service at 1-877-277-5711 if she has any additional questions or
  concerns.

  
  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  Sincerely,
  Agency Complaints Response Team

• Initial Complaint

  Date:01/19/2023

  Type:Order 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 just tried to cancel my business internet out with Armstrong Cable which is in my house which I had for over three years for a home based business. Armstrong said the contract auto renewed. They want to charge me $5,608.90 to cancel out the business internet out of my home. This is not a typo $5,608.90 to cancel the service. I am a small homebased business that got business internet because i was using the internet for my work and thought I needed a business account as opposed to a home account. Again the internet is in my house. I was already paying a high monthly rate $324.74 monthly. Now I want to cancel the service because the internet was always slow and lagging. My TV was even having issues streaming video. The service is terrible and I want to cancel and they are telling me they will charge me for the entire new three year contract that auto renewed. This is completely wrong and ripping off the public. They are upset because a new company came into town locally that offers Fiber internet and it is faster and cheaper. I just wanted good internet service. I feel I am getting scammed and taken advantage of and I need assistance. If i signed a renewal i had no idea it was for three year or non-cancellable. This again is a HOME based business.

  Business Response

  Date: 02/06/2023

  Re: Your reference: *** **********
  

  **** *** ********
  
  We are in receipt of your letter dated January19, 2023, regarding the informal complaint filed
  by *** *********** We have had the opportunity to investigate this matter and offer the
  following information.

  Armstrong empathizes with *** ************ frustrations regarding her bill. An Armstrong
  technician went to *** ************ residence to disconnect her internet service and her
  spouse instructed them to disconnect the business telephone services as well. We waived the
  early termination fees that she would normally incur and only charged her for the remaining
  amount due in the contract. *** ********** contacted us the same day we disconnected her
  business telephone service and said that she needed the service restored immediately.

  A technician went back to her residence the same day and reconnected her service free of charge.
  *** ********** now only has business telephone service and no longer owes the remaining
  balance on her contract since her service is now active.
  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  Sincerely,
  Agency Complaints Response Team

• Initial Complaint

  Date:01/10/2023

  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.

  We had our internet upgraded to fiber optic as was mandated by Armstrong. Since then we have had multiple technicians come out to the house as the internet was dropping hourly. Finally in December the last technician advised the issue was with our router and not their fault. This is funny and incorrect as there were zero issues with the internet prior to this mandatory upgrade.
  After that technician left I hooked up the router directly to the modem and the internet was running fine for a month. Now suddenly it’s dropping again hourly. They’ve done a shorty job of jimmy rigging the modem to the lines in our house and this is directly causing these issues. We work from home and need internet to actually work. Armstrong needs to come back and reconfigure and rewire so we can have working internet that is reliable as that is what is being paid for. The placement doesn’t allow for a smooth connection which is causing these issues. Fix this asap. We are actively looking for the CEO’s contact information. This can’t go on.

  Business Response

  Date: 01/17/2023

  Re: Your reference: ******* ********
  

  Case No. ********
  
  We are in receipt of your letter dated January 10, 2023, regarding the informal complaint filed
  by ******* ********* We have had the opportunity to investigate this matter and offer the
  following information.
  Armstrong empathizes with *** ********** frustrations regarding his internet service. The
  Operations Manager at *** ********** Local Store sent a technician to his home and was able
  to find the problem. The technician found an ethernet cable behind a wall plate that was not
  connected properly. This was wired in *** ********** home prior to him becoming an
  Armstrong customer. The technician was able to put a new end on the cable and connected it
  back up and *** ********** internet service has been working properly since then. Mr.
  ******** has his own wireless modem, so due to him not having our equipment, we were
  unable to detect the issue prior to us coming to his house.
  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  

  Sincerely,
  Agency Complaints Response Team

• Initial Complaint

  Date:12/22/2022

  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 set up auto pay with Armstrong for my billing on Nov 22 2022 and they took out the payment due 23375 then double billed me took out 23375 on Nov 23 2022 which then caused me to be in over draft I wasn't aware and used my bank card several times resulting in a total of 6 overdraft fees I called Armstrong they said send them my bank statements to prove that happened I did send them they said they would reimburse me for my losses a total of 44375 Well it's been 4 weeks and several phone calls no check have I received yet They keep telling me its been issued I should of received it But I keep telling them I have NOT received any check for my reinbursement I have been polite I have called several times I just want my money that they owe me I am still paying my regular bill and still no reinbursement from them

  Business Response

  Date: 01/03/2023

  Re: Your reference: ***** *****
  Case No. ********
  
  We are in receipt of your letter dated December 22, 2022, regarding the informal complaint
  filed by ***** *****. We have had the opportunity to investigate this matter and offer the
  following information.
  Armstrong empathizes with *** ******* frustrations regarding the billing issue with her
  account. Our billing representative confirmed that the refund check for $443.75 was sent out to
  the address on *** ******* account and was returned to Armstrong stating it was the incorrect
  address. This was sent out prior to the billing address being updated by *** *****. Armstrong
  is reissuing the refund check and *** ***** should be receiving it within the next week.
  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  Sincerely,
  Agency Complaints Response Team

• Initial Complaint

  Date:12/21/2022

  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’ve had Armstrong for over 8 years and there’s always a problem. My internet never works for weeks at a time. And they never know how to fix it. It’s been a nightmare of service for years. They gladly will take my payment every month despite the ongoing issues. This time I call them to see what amount I had to pay so my services are not downgraded. A nice lady called me the month before letting me know I had a minimum due every month. So I call to ask the amount and they assure me someone would call me back to avoid this. I never speak to anyone and the next day they conveniently downgraded my services and tell me it’s my problem because I didn’t take care of it. The rude agent over the phone doesn’t even care to listen and gives me the run around and how I need to pay it all now. Even though he says he can see the notes on my account stating everything I just told him. I needed the amount just so I know what to pay. They never got this to me. I have a small child and this is what they do to families. Why is it always my problem when Armstrong doesn’t take care of business on their side. Unbelievable people are like this.

  Business Response

  Date: 12/23/2022

  We are in receipt of your letter dated December 22, 2022, regarding the informal complaint 
  filed by ****** *******. We have had the opportunity to investigate this matter and offer the 
  following information.

  
  Armstrong empathize with ****** *******’s frustrations with issues regarding their bill. Our 
  representative reviewed their account which is under the name **** ******* A man by the 
  name of **** called in on December 19th about the internet service and the representative tried 
  transferring him to a representative to discuss the bill but he had hung up. On December 20th
  our Collections Department Supervisor called *** ****** and a man answered the phone and 
  refused to speak to the representative. Since we could not get ahold of *** ******* we 
  downgraded the service to prevent disconnection on her services. We encourage *** ****** to 
  call into our billing department and discuss her options to bring her account current and speak 
  to a representative about their internet service to schedule a service call.

  
  Thank you for your attention to this matter. Please feel free to contact me should you have any 
  questions or require further information. 

  
  Sincerely,
  Agency Complaints Response Team

  Customer Answer

  Date: 01/02/2023

  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.]

  
  

  First of all, the business response is filled with lies. There was no transferring me to another representative during the call. The person on the phone told me they would escalate the matter and have someone call me back. Why they state that I just hung up is ridiculous. Second, when the person called me the next day I answered, but didn’t hear anyone on the other end. Any reasonable person would expect them to try again but it being Armstrong they obviously didn’t think that far ahead or even care enough to. I would’ve called back but I don’t have the the name nor the ext. to attempt to call back myself. I’ve had Armstrong for years and I’m constantly having issues with their services. The internet services crash randomly multiple times a day and I’ve had numerous service calls and it’s never fixed. I honestly expect nothing less than for them to write bold lies that make no sense. I try to call them to resolve this issue. Why would I hang up on them when they call or when I’m on the line with them? If you’re going to lie at least try to come up with something more plausible. I never “refused” to speak. This whole situation is at minimum offensive. Apparently their phone service is also a failure when they call and you can’t hear anyone. 
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/13/2022

  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.

  A cable technician stole my silver internet plug enhancer from my home last month , October 2022. I reported this to a female Caucasian employees of Armstrong cable services three times already and they have refused to give me another one . I don’t want another cable service technician to enter my home without a need for my internet service . I am just requesting my silver plug in adapter be mailed to me asap to replace the one your employee took !!!

  Business Response

  Date: 11/21/2022

  Re: Your reference: ****** ******
  Case No. ********
  
  We are in receipt of your letter dated November 14, 2022, regarding the informal complaint
  filed by ****** *****r. We have had the opportunity to investigate this matter and offer the
  following information.
  Armstrong empathizes with *** ******** frustrations regarding the issue she is having with the
  misplaced internet devices she has in her home. An Armstrong representative reviewed her
  account and confirmed that she was installed with 3 plume pods on March 27, 2021 but was
  not charged the $75.00 installation fee for the 3rd pod. When *** ****** called in to inform us
  that there was an accident involving her home and that she needed her modem and pods
  replaced, our technician could only locate 2 pods at that time. He replaced those 2 pods and the
  3rd missing pod was left on *** ******** account. Our Operations Manager at her Local Store
  said that *** ****** can pick up a 3rd pod at the Local Store and install it herself or can call to
  schedule an appointment for a technician to install the pod. Our representative called twice and
  left voicemails regarding this matter and advised her to call in to get this resolved.
  Armstrong encourages *** ****** to contact our Customer Service Center at 1-800-734-1146 if
  she has any additional questions. Thank you for your attention to this matter. Please feel free
  to contact me should you have any questions or require further information.
  Sincerely,
  Agency Complaints Response Team