ComplaintsforArmadillo

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ******* *** ***** 

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• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩