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:02/26/2025

  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.

  The technician come to my house and replaced the blower motor on my A/C unit that was not working properly. I have being charged an exorbitant amount of money for about one hour of labor.$558 for a service that was supposed to be under the 10 years warranty from Carrier.I recently called this company again because the blower motor is making a weird noise and the same technician come back. When I asked what was the labor cost for hour and he told me $165.Obviously I had been overcharged for the blower replacement, even if there supposed to be a labor charge for a under warranty job, $558.00 is way to much for an hour!

  

  Business Response

  Date: 05/07/2025

  This matter was addressed several months ago. The service technician returned to the site and completed a full complimentary maintenance visit, leaving the customer's system cooling properly. At that time, we also clarified that the warranty does not cover labor. The customer was informed that diagnostic fees and any labor for maintenance-related issues are their responsibility, as these are not included under the terms of the warranty.

  Customer Answer

  Date: 05/07/2025

   
  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,
  
  ******** *****

• Initial Complaint

  Date:05/30/2024

  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.

  I purchased a condo on 05/20- The Home Inspection on 05/02 showed the ** required the coils to be cleaned. I contacted Armstrong ** and spoke with ***** and request the service to flush the **. Please keep in mind, that I have the ** flushed in my existing home every 2 years. On05/28 the technician arrived and spent time outside and 40 minutes taking pictures of the **. Then he called me to tell that he was going to cut a pipe & add a joint to it. I immediately let him know that I didn't want any pipe to be cut, I wanted the Coils to be flushed, he mentioned he would not charge me anything to cut the pipe. Again, I told him that I didn't request service to cut the pipe, the service request was to flush the **. A few minutes later I went to check on him &he had a vacuum hose, I told him that was not the proper tool to flush it. He said he was cleaning first. I immediately went through my phone to find a video of my other home ** being flushed back in 2022,once I found the video I showed it to him, and he said he didn't have that equipment but had brushed it with a small broom. I was very upset and immediately called Armstrong and left a msg for *****.Upon that the technician told me that Armstrong don't let employees flush the ** on a 1st visit and make employees do maintenance and he said " we need to make a living at the end of the day". I reply "yes, but it should be the ethical way without deceiving customers" . As looked inside the small closet, I noticed he had cut the pipe and put a joint even though I told him "not to". I feel so deceived. He didn't have the tools to flush the **, he deceived me the entire time. In the end, he said he couldn't leave until I paid for the maintenance service & for me to fight with the office after. He then proceed to make me sign his phone on 3 occasions: 1- for the $120, the second time he said he needed my signature for the complaint, but his phone had an empty screen, I could not read anything. I refused to sign the 3rd

  

  Business Response

  Date: 05/31/2024

  ********************* the Service Manager was able to meet with the customer to review the complaint with favorable resolution being the outcome. Both ***** & myself can be reached directly at any time by the customer and or the ******************** if needed. Most Sincerely, *****************

  Customer Answer

  Date: 06/01/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:05/11/2023

  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.

  The completion date of my home was May 2022. A technician from Armstrong has been to home every 3 weeks since March 2023 because my A/C stops working. They flush the line but never resolve the problem. They event charged me $200 for one of the visits which should have been covered via the warranty. My A/C was out again so I contacted another provider to see if this can be fixed. Funny it can it just all need to be reinstalled. At what point were the Armstrong technicians going to disclose this to me? After I was out of warranty and liable for the cost??? I'm a woman and a first time home owner they took advantage of my ignorance. Highly disappointed in this company and its employees. I want this all a full inspection of my HVAC system, I want it all repaired and I want it re-certifed with Carrier.

  

  Business Response

  Date: 05/12/2023

  Hi ****** I have personally spoken with this customer to bring about a positive resolution to her complaint. Right now the mechanical issues that resulted in 3 additional service visits have been resolved. To give the customer peace of mind, we have agreed to return in 30 days for another complete bumper to bumper maintenance and in 6 months do another one both no charge to the customer. She is happy with our attempt make things favorable and has my direct number for any future issues or concerns.

• Initial Complaint

  Date:12/31/2022

  Type:Product 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.

  Property address: **** *** ******* **** ****** ******* ** *****  The HVAC Unit installed in my house is a lemon unit which broke multiple times due to refrigerant leak issue. Armstrong Air & Heating performed multiple leak repairs and replaced multiple parts (evaporator and condenser coils and performed multiple leak repairs on the copper pipes etc). This caused a great deal of inconvenience to my tenants and huge amount of HVAC repair cost and loss of rent to me as owner of the house. The unit broke within first few months of purchasing the new home. Since this is a rental investment property so I use a property management company to manage my property. My prop. management company also had to call emergency HVAC repair service with other HVAC vendors (during after hours) for similar refrigerant leak issue In addition to the multiple complaints and calls made to Armstrong Heating & Air. All the repairs for replacement of parts and all leak repairs were performed by Armstrong Air & Heating and I also bought preventative maintenance service through Armstrong. Since HVAC was originally installed there were multiple incidents of refrigerant leaks in the HVAC system. AC Condensor coil and Evaporator Coil had a leak which caused refrigerant to leak. There were multiple repairs performed by Armstrong Air & Heating including recharging refrigerant multiple times that resulted in additional costs (see attached invoices from both Armstrong and other vendors for the refrigerant leak issues). I also purchased preventative maintenance Gold plan through Armstrong and I performed all of the repairs through Armstrong Air & Heating which is the original installer from ******* Current issue with HVAC: Since I have a preventative maintenance service plan with Armstrong. After all the leak repairs and parts replacement everything was working fine but recently when Armstrong Tech came to perform preventative maintenance service. The unit stopped working right after the tech completed the preventative maintenance service (It was working perfectly fine till the time Tech started performing the preventative maintenance service). When I called Armstrong the tech came back and mentioned the defrost board got fried and mentioned they will need to swap the board. Tech bypassed the unit to run on cool mode only temporarily. This caused my tenant to live in freezing temperature during Arctic Cold Blast during Christmas time. After a week Tech came back to replace the board with a new one but this time mentioned the new board that he brought was also bad and mentioned he will need to order yet another board and come back again after a week. However, this time after tech left the unit now also stopped cooling. Now its hot weather and my tenant is without AC. This is extremely frustrating and the issues occurred due to Armstrong performing the preventative maintenance service otherwise it was working perfectly fine (this should be fully covered by Armstrong and Armstrong should take full responsibility of such issues). Currently the HVAC unit is not working (not cooling and heating) as of today 12/31/2022. All this has caused a lot of inconvenience to my tenant, multiple repair cost to me and loss of rent. There is complete lack of accountability by Armstrong Air & Heating. I am writing this to formally raise a complaint against Armstrong Air & Heating and as per Florida Lemon Law I am requesting for reimbursement for all the expenses (see attached invoices) related to refrigerant leak repairs due to a lemon HVAC unit being installed by Armstrong Air & Heating originally when I purchased this new home.

  

  Business Response

  Date: 01/08/2023

  Contact with customer has been made an a favorable resolution to the complaint & concerns have been made.

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Business provided resolution by offering 1 year of full warranty for parts and labor on the entire HVAC unit including 1 year of preventative maintenance service. The unit installed in my new house was a Lemon unit and hence i had to incur huge repair costs due to multiple repairs that were needed to be performed for refrigerant leak in various coils and other issues.
  
  My requested resolution from Business was to get fully reimbursed for all repair costs that I incurred but based on my discussion with the business I am accepting Business offer of 1 year full warranty with 1 year of preventative maintenance service as a resolution to my BBB complaint against Armstrong Air & Heating.

• Initial Complaint

  Date:12/19/2022

  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.

  I closed on my new home June 29, 2021, since then the ** took a long time to cool the home and on Jan 31, 2022, I attempted to turn on the heat and no heat came out. I filed a claim with Meritage (home builder) and they sent someone out from Armstrong air and heating (the company that installed the hvac). They came out on 2/2/22 and said they fixed the issue and that it wasn't installed properly and left a new external wire from the unit to the home above the ground. I filed many more claims as the ac and heat stopped working several times and for the external wire to be buried under ground. The company finally buried the external wire on 12/16/22. The dates the company came back out fix the hvac are the following: 7/22/22 9/30/22 11/25/22 11/26/22 11/28/22 12/10/22 12/16/22 As of 12/16/22 they said the compressor needs to be replaced and ordered a part, now my family and I are left without heat when the temps have dropped to ***** degrees. The company said I can try emergency heat, however that will be very costly with electricity and run up my electricity bill. Can you please help me get the hvac replaced or fixed permanently ASAP so that my family and I no longer experience issues with the ** or heat in our brand new home? This has been extremely frustrating experience for buying a new build and poor experience from Meritage and Armstrong. Why is the unit still not working after they've sent out technicians 8 times this year?

  

  Business Response

  Date: 12/27/2022

  Our service manager has been working directly the customer and as of today, customer satisfaction has been met and complaint resolution has been achieved.

  

  Business Response

  Date: 01/08/2023

  Contact with customer was made. Favorable resolution to the customers complaint and concerns have been made. ***************** Residential Sales Manager Armstrong *************

• Initial Complaint

  Date:09/14/2022

  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.

  I am reporting this horrible company to Better business bureau after leaving reviews and also after continuously trying to get a response for this provider. I have no AC for almost one week after they inspected it on Friday (9/14/22) and told me that they would order a motherboard (that it was not working). After calling every single day and everyone treating you like they are doing you a favor, today (5 days after) they told me they need to go back and INSPECT? (WHY didn't they inspect everything in the first visit?) Now I have to wait the second inspection. Just after the second inspection they say they will order what they were supposed to order in the first visit. And just after that, they will be able to provide an ETA on when they will receive the piece. And just after that, schedule someone that will fix it. Until then, no timeframe, no response amd no further feedbacks to a brand new house with no AC in Florida's Summer peak. That is unprofessional, abusive from a customer service standpoint.

  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 9, 2022/09/30) */ Customer complaint was due to an act of mother nature resulting in a part failure. Part was ordered under warranty, repair made and complaint resolved. Customer verified twice resolution made, no further complaint Consumer Response /* (2000, 10, 2022/10/03) */ ---------- Forwarded message --------- From: ******************************************* Date: Fri, Sep 30, 2022 at 11:21 AM Subject: Fw: BBB Complaint Case# ****************************************** To: ************************************* Hello. They have fixed the problem. Please close the inquiry. Thank you so much.