Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Plumber

Armstrong Comfort Solutions

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Plumber.

Complaints

This profile includes complaints for Armstrong Comfort Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Armstrong Comfort Solutions has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/03/2025

      Type:Billing Issues
      Status:
      UnresolvedMore 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.
      DOS. February ******* ***************** on 2/12, 2/14, 2/17, 2/20, 2/23 I requested a receipt from the installer that was here one hour and a half installing a water heater and the other guy was here about 15 minutes to an hour. They had dirty, *****, disgusting water all over my hardwood floor across the downstairs living area, where they took the water heater out and water soaked all the way up my stairs, going out the side door of the house I would like my carpet cleanedand I would like $1000 back from the labor. I asked for a receipt before they left, and the gentleman refused and had me sign something in the dark hallway. One he said was for the credit card signature and the other one was he said to say that he completed the job which I signed, but I never knew anything about some other kind of insulated heater that theyre talking about and their receipt they said that I refused and they refuse to give me a breakdown on the receipt so I looked up the model number which was RGIPV50S6N19 and the serial number is a *********. they refuse to give me a breakdown on the labor and the parts so I looked up the model number and the serial number online and found a 50 gallon vented natural gas water heater retail for $1708.38. They charge me 3300 something so I figured for an hour and a half labor they charged me $1600 and it took me almost 2 weeks to get the receipt and the receipt doesnt reflect what I signed for. She said they dont break down the receipts. I spoke with ****** and she said she was going to relay the messages to **** **** did call me once I was at the bank in a meeting, trying to get a loan. I tried getting back with him that night but couldnt reach him so I left the detailed text messages of my complaint and havent heard back from him. I tried calling him on the 25th with still no reply. I think this is price gouging and taking advantage of a disabled elderly person. I explained that I had a brain aneurysm and was raising an autistic son living on Social Security, hoping for a break that got just the opposite.

      Customer Answer

      Date: 03/04/2025

      See additional information attached.

      Business Response

      Date: 03/13/2025

      Our company uses flat rate pricing based on tasks to price our jobs.  The customer was given pricing prior to performing any repairs or installations.  Flat rate pricing by definition means a business charges a fixed, predetermined price for a service or product, regardless of the time or resources needed to complete it.  The customer received the pricing upfront for the work/equipment requested and then approved of having the work performed.  We do not proceed with any work unless the customer signs an authorization to do so.  Our technicians work with IPads that generate a receipt that is sent to the customer via email at the completion of the work.  The insulated heater as described by the customer is an expansion tank.  The customer declined having the expansion tank changed out, so our technicians are to note that on the invoice.   Multiple employees from our company spoke to the customer several times to try to further clarify our use of flat-rate pricing.  The customer used profanities while on the phone and was combative.  The customer mentioned in one of her calls to us that her carpet got wet.  However, the customer did not request that the carpet be cleaned, nor did she ask for any discounts to be applied to her invoice.  We are a company that stands behind the quality of our work.  If the customer had requested a supervisor to view any alleged damage, we would have had someone go to her house and would still do that today if requested.  If the customer had sent pictures of any alleged damage that was caused by our staff, we would have happily worked with the customer to get the issue taken care of at no expense to the customer.  We hope to have the opportunity to resolve this matter as we base our business on providing top-tier customer service.

      Customer Answer

      Date: 04/02/2025

      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.


      Feb 21, 2025

      On Feb 11th at 6:15 I had called ArmstrongComfort Solutions because my water heater went the night before.

      The first ******* showed up just befor my 6:30 Bible Study.  He told me the other guy would be here shortly.  He went in the back room, disconnected the old one and drained the old tank.  I went down there to check on things and the other guy with the new heater still wasnt here.  About 7:00 the guy with the water heater arrived.  They pulled the other one out with ease.  When they were taking the heater out, because they didnt drain it enough, water was everywhere from the back room, across the hardwood floor to the steps out.  Also, while carrying the water heater up the stairs they soaked the carpet with dirty ***** water.  They started to leave at 7:40 pm (My Bible Study ends at 8:00 pm.)  I went downstairs to check things out and I was shocked that they were leaving.  I paid the bill *******?   When I asked for a receipt he said he doesnt give receipts, I said I just paid you over ******* and I would like a receipt.  He said I would have to call the company direct.  I also asked about my warrantee.  He said I would have to ask the company about that.  

      He started to leave and I asked if they were going to not clean up.  He said Im not cleaning up the back room.  I said thats fine but what about my floor and steps.  He asked again what I wanted him to do I said can you at least clean up all the water and do something with the steps.  He said the carpet would dry.  I was barefoot and some of the steps where it looked like they set the heater were soaked.  Water went between my toes.  When the kid left he slammed my door.

      I called Armstrong Comfort Solutions asked about my warrantee and she told me I would have to contact the manufacture for the warrantee.  I then asked if they would break down the cost of parts (water heater) and the cost of labor.  She refused everytime I asked.  She said we dont do that.  Still dont have a receipt and its been ten days.

      I decided to do some research.  I got the serial# ********** model# ************.  The retail cost (my price) $1708.89.  I also looked up what licensed plummers made.  It was $35-45 per hour.  I figured they charged me over ******* labor.  I explained to them that I was a widowed disabled senior that only lives on SS & credit cards.  

      I also said I had an Austic son, hoping they would work with me.  When I called the third time to let them know I was told to call ********* and BBB They said go ahead and do what you have to do and she would pass the information to ****.

      I medically can not deal with stress.

      Oh I also contacted the manufacture (******** *****) who told me to call the ***.  The *** gave me some numbers of distributors.  So I called them and they said it sounds like price gouging and to contact AG, and BBB also.

      One ******* was here for 1 hr 20 min and the other was here for about 50 minutes.  I have my Bible Study friends to back me on all of this.  I suffered a brain aneurysm, that is my disability.  I appreciate any help I can get.  Thank you I did the best I am able, to write this letter.


      Regards,

      ***** Sell

    • Initial Complaint

      Date:12/26/2023

      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.
      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

      Date: 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 Answer

      Date: 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

      Date:11/15/2023

      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.
      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

      Date: 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

      Date:11/13/2023

      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.
      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

      Date: 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

      Date:10/05/2023

      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.
      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

      Date: 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 Answer

      Date: 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,


      ***** ***********

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.