ComplaintsforArmstrong Telephone Co

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Armstrong to install Fiber to my home, they scheduled an appointment for 6/30 but at some point mid June they came to my home while I was at work and installed a box on the front of my brick home, drilling into the mortar. When the tech arrived on 6/30 he was unable to connect the fiber, actually couldn't even figure out HOW to install it. He left that day stating someone would call me to re-schedule with a more experienced tech. I didn't hear from anyone, and then I was told my phone was not working. I contacted my current provider and they told me the number had been ported over to a different provider. I then had to call and get Armstrong to release the number, called ********** to request they port it back. The whole process to get nowhere took more than 2 weeks. THEN when I told them to come remove the box and repair the brick mortar, they again gave me a date of 7/20 but no show, when I called they said it had been re-scheduled for 7/27 between 2:30-4:30. They gave me no notice of this change. I told them I needed them to repair the mortar, she said they would add it to the order. They arrived sometime during the morning while I was at work and removed the box but did not fix the mortar. This is a terrible customer service company and needs to be monitored CLOSELY. They damage property and won't even fix what they have ruined. Have documented dates, times, and correspondences.

  Business response

  08/24/2023

  Please find attached Armstrong's response to the complaint.

  Thank you.

  Customer response

  08/26/2023

  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.While the response is partially correct it is not truthful and that is part of the issue with this company.  They are so dis-jointed I received 2 different calls to try to rectify the situation and neither person was aware the other was taking care of it, I'm not certain anything is being done.   One rep called me and said he was from the Belmont local office.  He asked me to send contact information for a contractor to come and fix the mortar which I sent to to him.  They have reached out but as far as I know no appoint/correction has been confirmed between Armstrong and the contractor.  This at least is a good faith effort. However after all of that communication I received another call from someone saying they were from Armstrong and they were still trying to reach the Addison office.   Honestly I'm not sure if I'm being scammed or if they truly just don't know who is doing what at the company. I will wait to hear a confirmation from the contractor that Armstrong has agreed to pay him and schedule an appointment before I would want the case closed.  This has been a colossal mess that frankly I'm tired of dealing with.  All I wanted was to connect with a new communication company but after all of the mis and/or non communication within the company I think I have truly dodged a bullet. Thank you for your assistance in at least getting someone to respond to attempt to correct but I'm not optimistic that it will be resolved.   Regards, ******** *****

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