This complaint about Armacost is NOT fixed. We do NOT want to use Armacost for our commercial Trane System with Ensemble. Need help from corporate office

GetHuman847444's customer service issue with Trane from July 2018

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The issue in GetHuman847444's own words
We request another service installation team other than Armacost. We no longer want Armacost to install, upgrade, service, or anything to do with our system ... Complaint to Trane Corporate regarding Stacy Uecker at Armacost Trane in Billings and Great Falls:*My name is Edd Gryder. ***.***.****I am responsible for the day to day facilities operation a Watermark Estate Management Services, LLC estate in the Yellowstone Club located above Big Sky Montana. Our Trane BAS system currently consists of ** each MP*** programable controllers, each with * expansion modules (mostly full), an MP*** controller, a new SC controller and Ensemble, along with Rover and TU. The database and Ensemble is on a remote secure server with weekly updates applied (without anything from Armacost).*Please accept this as the official plea for help from a long time Trane customer. We no longer wish to have Armacost commercial in Great Falls, MT or Billings MT provide us with their service. We have received no focus from Armacost who continues to provide us with unskilled*untrained technicians that appear to “learn” on our production Trane system. We believe the Trane equipment is solid but cannot continue the service we receive from Armacost.*Additionally, please act on this request to provide us with direct technical support with corporate Trane so we do not continually have to wait for days to get a response from Armacost, let alone getting answers and correcting problems to resolution.**Background:*After ** weeks into the Armacost provided Trane control system upgrade the equipment was still improperly functioning… The primary problems were finely resolved last Thursday *********. The primary problem was Armacost improperly and actually never properly configured the bindings for our very customized controls and programming. Instead of correcting the problem Stacy continued to tell my boss, Bill Rode, that I was at fault, was too green and “he just needs more time in the saddle”.*After numerous requests to Stacy at Armacost , it has been demonstrated Armacost is either unable or unwilling to provide us with timely Trane Tool Suite updates, upgrades, security patches, and the associated release notes and bug fix documentation etc. The last ignored request caused complete database communication flow failure rendering Ensemble useless. Please set us up with access to the Trane Hub to mitigate the demonstrable lacking by Armacost thus far.*For the implementation, Stacy directed Armacost persons that had not been through Ensemble training, and those that had never implemented an Ensemble upgrade to take on upgrading this heavily customized system causing us much pain, uncertainty, abnormally operating equipment, over*under temps, and much confusion.*This unreasonable decision by Stacy caused undue stress, loss of confidence, untold hours of my time troubleshooting Armacost’s errors and increasing risk for successful operation of the facility.*As with any software, as bugs are found with Ensemble they have been reported to Armacost. Nothing back. After numerous requests to date we have received no bug fix request number or any action other than nothing back from Stacy*Armacost. *An example is a trend for the underground fuel tanks displays amperage when measuring gallons of fuel.?! When Stacy was asked to investigate this and create a bug fix request with Trane his initial reply to my boss is that Edd dosen’t know how to build or read trends. No action has yet been taken to date. Upon repeated request for the bug fix request number Stacy said this is not an Armacost problem and I will have to wait… Poor, POOR customer service.**In a nut shell, We no longer wish to have Armacost take care of our needs and wish to work with a Trane corporate commercial service team**Please contact me at your earliest opportunity.*Thank you.
Aramacost has exceptionally POOR service and the techs are under qualified and have cost us a lot of time and money. Stacy Uecker is giving Trane corporate a bad name
We want to be able to call tech support at Trane and eliminate the long delays Armacost subjects us too. They do not care, have lied to us, caused undue stress and need to be let go.
For over ** years we have had a BAS system. The current Armacost managers and techs are not of the quality acceptable to this organization. Stacy Uecker is the worst.
After ** years we decided to up grade the Tracer Summit system with an SC and Ensemble. After ** weeks of the once good performing system the upgrades Armacost performed lacked integrity, honesty, showed no concern for needs and stumbles at every turn. We want to work with Trane, not the franchise Armacost
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Trane

SC , Ensemble
Customer service issue
Reported by GetHuman847444
Jul 3rd, 2018 - a yr ago
I have an issue with Trane too
Fixed
Seen by 5 customers so far
Similar issue to 35 others
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GetHuman847444 started working on this issue
Jul 3rd, 2018 9:25pm
GetHuman847444 indicated the issue is not fixed yet.
Jul 3rd, 2018 10:26pm
GetHuman847444 indicated the issue is not fixed yet.
Jul 3rd, 2018 10:41pm
GetHuman847444 indicated the issue is not fixed yet.
Jul 3rd, 2018 10:42pm