Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After having a new HVAC system installed in July 2024, we were having some issues with the wiring of the thermostat. We called the original installation company as well as Integrity Home solutions and ended up going with Integrity as the option for a bluetooth thermostat was given. After they installed this, they told us we would need a new control board on our unit as we were only getting cool air and no heat. We proceeded to order this and when they came back to install it, they told me a sensor in the unit was broken as well. We called for a second opinion since we did not trust this and when the second opinion looked at our unit and thermostat, they informed us that the thermostat was not installed correctly and that was why we could not get hot air, it had nothing to do with the control board like Integrity stated. The second opinion company then proceeded to look at the unit and informed us that outside of the improper thermostat installation, the control board was also installed incorrectly and had never been programmed so that was why it was not working. They also found that the broken sensor Integrity told me about had been cut and disconnected, likely by them, whether it was intentional or just pure lack of a good job is unclear. Overall, Integrity installed my thermostat incorrectly which led to needing a new control board that was also installed incorrectly. This finally led to our broken sensor that was never broken and just had a wire cut. Integrity claimed the new sensor that I needed to buy would take 10 days to arrive, however, the second opinion company got my unit back up and running that same day with no additional parts required.

  

  Business response

  12/18/2024

  Integrity Home Solutions values customer feedback and takes all concerns seriously. To thoroughly investigate your claim, we would greatly appreciate it if you could provide us with a copy of the invoice from the other company. We want to assure you that we would never intentionally compromise the integrity of a customer's system. We are committed to providing high-quality service and ensuring customer satisfaction. We look forward to reviewing the information and addressing your concerns promptly.

  Customer response

  12/27/2024

   
  Complaint: 22653726
  
  I am rejecting this response because: As explained previously, there were no issues with the ** so we do not have an invoice from the other company because nothing was repaired or paid for. I have now called integrity 3 times and each time, they have told me someone will call back. No one has been calling back and the service has been extremely disappointing as we are requesting a refund for labor only due to improper installation. We kept the thermostat and had the other company properly set it up, free of charge, so we are happy to pay for the actual equipment but we would like to actually speak with someone who will help us. 
  
  Sincerely,
  
  ******** ******

  

  Business response

  01/02/2025

  Integrity Home Solutions appreciates the customer's feedback. Industry standard practice for any reputable service provider, regardless of whether services were complimentary, is to issue an invoice detailing the work performed. In the absence of a formal invoice from the competing service provider that explicitly states a misdiagnosis by our company, we are unable to substantiate such a claim and therefore cannot offer any refunds.

  Customer response

  01/07/2025

   
  Complaint: 22653726
  
  I am rejecting this response because:
  I have attached the documentation from the other company. This is what they provided us with and it details the fixes they made that Integrity failed to do.

  
  Sincerely,
  
  ******** ******

  

  Business response

  01/14/2025

  We understand your concerns and have carefully reviewed the service records, technician notes, and diagnostic findings related to your case and competitor invoice. Our technicians conducted a thorough inspection of your AC system, following our standard diagnostic procedures.  Based on these tests, the diagnosis indicated a new control board was needed. The necessary repairs/replacements were then performed as outlined in the service agreement you authorized.
  While we understand you may have received a differing opinion regarding the cause of the issue, we have found no evidence within our records or diagnostic data to support a misdiagnosis on our part. Our technician's findings were documented at the time of service, and the performed repairs addressed the identified problems.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem #1 On 10/14/2023 I signed to have new ducting replaced in my home. I was told on top of the 10 yr manufacture warranty I would get a 1 year service warranty. I questioned the present tech on site at the time with "I just purchased a $***** maintenance plan, so the 1 year warranty will tack in to the end of the current one and he said yes, not the case. They said the warranty that was courtesy would have went into effect on the day I signed for the ducting work. They are saying that it would not tack on to the end now and I paid for a warranty that was useless because it was covered by a courtesy warranty so I paid ***** and only recieved a portion of my services. Problem #2 An inspection was conducted in February of 2024 to certify and close the permitting process. After no technician returned to my house, Integrity home solutions did not contact me to follow up. In fact I let them know the only thing the inspector told me was some insulation was not placed back where it needed to be. I was told the inspection still failed in Feb. now I'm November in which the tech came to observe and repair the issues. I also has a private home inspector in less than 10 min after the tech left and his finding is were as follows: Pages 23 and 24: Resolve the issue of standing water observed in the emergency float line system. Ensure the drainage line is functioning and draining properly.Mold Inspection: Conduct an inspection for mold. If any mold is detected, the ductwork should be professionally cleaned. There was standing water in the pan and mold due to longstanding water and the tech from Home Integrity solution did not notice or observe and let homeowner or his dispatch know of any such issues. I would like a refund on the ***** warranty I purchased prior to the installation of ducting. I want all repairs to be made and the mold issue to be resolved the line to be cleared, and $2000 returned for the failed inspection and hazard the company left me and my family in.

  

  Business response

  12/03/2024

  Integrity Home Solutions appreciates the customer's feedback. We have completed a duct cleaning and UV light install for the customer at no cost. Mold testing is scheduled for 12/05/24 at no cost for the customer. 

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Integrity quoted a shower repair and dry wall, this was quoted an easy 1 to 2 day repair. When we finally got a technician to repair it. And I state it that way due to receiving text notification a technician would be arriving on previous days with no one showing. The tech shared that the person who quoted the job was no longer there and he started the job. He was unable to finish that evening. The next day around noon I finally called to find out when a tech would return. Dispatch had moved our job as a low priority. The plumbing manager, ******* went on to blame the tech, the management turnover that is currently cleaning house. Needless to say, after the second day of work being done and issues occurring the manager came and guaranteed he would get it figured out. That was over 3 weeks ago. When we called to speak with GM, we were told we could only leave a message. 4 days later we called to get our shower head back they cut out and took. We have been informed we just have to wait until the ** decides to call us sometime next week. Their parent company **** service partners will not return calls either.

  

  Business response

  11/20/2024

  Integrity Home Solutions appreciates the customer's feedback. ******************** has tried reaching out to customer by phone, we left a voicemail and also by email. We have received no response. We would like to resolve this with the customer. 

   

  Customer response

  11/21/2024

   
  Complaint: 22560916
  
  I am rejecting this response because:

  We called on Tuesday morning, we had not received a phone call. My partner spoke with *******. He told us they would return our pipe fitting either Tuesday or Wednesday and promised a call back. He also made sure to let us know that our complaints to higher management are making us a problem job. He once again blamed the tech for taking the job and ****** for not giving them product support. We did not receive a call Tuesday. We called Wednesday and were dodged by both the plumbing manager and ****** the customer service supervisor. Their response is only for show because they do not actually communicate with the customer yet want to maintain the appearance of service. 
  
  Sincerely,
  
  ******* *******

  

  Business response

  11/21/2024

  Integrity Home Solutions appreciates the customer's feedback. The Customer Experience Supervisor was out of the office by 2pm but returned his call today and there was no answer and she left a voicemail.  We sent an email to schedule a call. Waiting to hear back via phone or email from customer.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see PDF for full information, texts, data. Charged $554 for a basic drain snaking without my consent to charges, didn't fix the problem, had to call another plumber to fix. Refused to refund my card for the amount due to scoping my line with a camera, i never authorized that work and was never told about the work. I requested proof they did the camera work and said it would be a $80 charge for the video. After disputing the claim with my credit card company they fraudulently signed my signature on a document saying i accepted the charges. They do not have my email, my home address, or any physical contact with me. I have never seen this form and I have never sign any documents. I hired this company for my brothers rental property and was not on site to see the plumber. I stated specifically to call before any work was completed and to send an estimate before starting work.

  

  Business response

  11/08/2024

  Integrity Home Solutions appreciates this customers feedback. The customer verbally agreed to the estimated cost during a recorded phone call and subsequently approved the estimate in writing via email. Following the completion of the work, the customer signed the final invoice. We offered a partial refund as a gesture of goodwill, but the customer indicated their intent to dispute the full charge with their credit card company. The BBB complaint was filed after the credit card dispute was unsuccessful.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company technician forged my esigniture on contract. This particular technician has done it before and reviews on ****** and here match the same scenario I encountered. Company clearly does not believe their customers. Tried to talk to manger multiple times left work and was given the run around. Never called me even though we scheduled appointments multiple times and did not cancel. Over 10+ calls and only was directed to talk to the technician who forged my signature. The company did not have my email on file; impossible I signed the documents as they were signed online and required multiple signatures and consent box checks. Never saw the documents and never agreed to those terms and I have a witness. **** told me it was autofilled. Bullcrap. Was lied to time and time again and called a liar. Company refused to investigate properly and will not cancel my loan or come to a settlement for fraud. Will only cancel if I can pay them another way when I have told them over and over it was not me and they had my contact information wrong. Ac Broke within a few weeks, leaked into a breaker causing a full system break. Ac was fixed but was never contacted by an actual manager willing to believe me or compensate me for the headache I have been given for the last few months! They keep trying to say the works done and get the money when they assured me they were investigating the issue. **************** reached out after review and denied all claims and said accounting didnt detect fraud? Yet it happened and will continue to happen as it has happened in the past. Disgusting company and considering legal action currently. Company only had my signature on one invoice and they had my fiance sign the other one under my name while I was gone. Company is super shady and I will continue to warn others until a proper investigation is held. Check out my ****** review for more details!

  

  Business response

  11/08/2024

  Integrity Home Solutions appreciates the customer's feedback. Customer has sent us an email stating that it was sent to the wrong email address. Our technician did not forge the customer's signature. Customer also let us know that she has let the loan company know that so we will wait to hear from them regarding this matter. I attached the email.

  Customer response

  11/08/2024

   
  Complaint: 22495487
  
  I am rejecting this response because:
   I never saw the paperwork, never agreed to the loan terms, and never consented to the documents nor received them the day they were signed. Email was wrong and loan company said that is how it should have been signed. Company did not get my right email till the following week. Fun fact: Look up the worker ***** on ****** reviews and you can see this has happened previously to another customer and obviously has not been addressed or believed by the company. Some integrity. 

  
  Sincerely,
  

  Tenabrie ******

  

  Business response

  11/12/2024

  Integrity Home Solutions appreciates the customer's feedback. We are waiting to hear from the loan company. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a generac generator from this company in May and to date I have not had a fully functionally generator. I had two parts replaced. I have had to have a work around that worked during hurricane ***** for 20 hours and quite working shortly after. During ****** it did not work at all and another part was identified that needed replacement and has not been replaced. In addition I found out they never passed inspection and there are several open issues on my permit.

  

  Business response

  10/28/2024

  Integrity Home Solutions appreciates the customer's feedback. ******************** has been working directly with the customer and Generac to resolve the issues. 

  Customer response

  11/01/2024

   
  Complaint: 22437896
  
  I am rejecting this response because:

   

  I personally reached out to generac they did not.  Since the last note another provider was here and another ( thats 4) part was deemed bad.  Generac is potently sending a new machine but I do believe this I was caused due to improper wiring from the jump by integrity.  
  

  No one has spoken of reimbursing me for lost goods from not having electric. 
  
  

  I have inquired with additional providers and they are selling these units installed at approximately 18 to 21k. I was severely overcharged and 6 months later still without a generator.  I do not feel that they have provided proper customer service not compensation for the overcharge and inconvenience. 
  Sincerely,
  
  ******* ****

  

  Business response

  11/06/2024

  Integrity Home Solutions values customer feedback. We have actively engaged with Generac and our internal electrical team to address the concern. Upon review, ******* has approved a warranty replacement for the affected component, which has been ordered.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was hired & paid completely out for electrical wiring of a new triplex. Upon tenants moving in Sept 2024, it was discovered 2 units were incorrectly wired together. The tech at the time, ***** ******, was there to discover the mistake & even went as far as letting us know the previous tech that made the mistake is no longer with their company but that he would get it fixed asap. He needed to meet *********** for confirmation so he advised me to set up an appt with both companies to be there at the same time to get it fixed. Which I did & had scheduled for that following Monday (9/30/24). I was notified the morning of (by text) that it was being rescheduled to the next day, Tuesday. No show or no call so I called in & was told it was set to Thursday. Again, no show. I called in to complain & was told due to the state of emergency after Hurricane ****** that all appts were canceled. At this point, I left it alone because I clearly get it was due to the hurricane. However, I called last week to then get it fixed & was placed on hold 2 different times & then disconnected. Nobody takes this issue serious or has even TRIED to help fix it. I now received a voice mail from a ********* who said she will not be sending anyone out "due to how techs are treated upon arrival". I completely disagree because the techs have been amazing & the last one, ***** ******, was awesome & so friendly. He didn't leave upset or mistreated at all. This company is trying so hard to avoid fixing the job they were paid to do & messed up. Not to mention how many times we have had to call them over no shows for many many appts. This company does not arrive at all when they say they will. But now they refuse to fix the work they messed up. I have a tenant paying for another tenants usage & this is beyond ridiculous now. I would love copies of ALL phone calls, appts, & complaints because the proof is there. I have plenty of emails between ************ in regards to these issues.

  

  Business response

  10/22/2024

  Integrity Home Solutions acknowledges the feedback provided. Please note that we are communicating directly with the homeowner to address their concerns, as we are not working with the property management company which is who filed this complaint.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new AC unit from integrity for ************************************************************************************************************************* at my residence, I said 12 grand was a lot and I could beat that price easily., however I was told that the 12 grand covers everything, I would not have to lift a finger to pay for anything else. So they participate in devious practices (aka: LIE TO YOU to get you to buy the insanely priced unit), only to contact you 1 year later and spring the surprise on you, that normal maintenance is only covered for 1 year and "would you like to purchase another service contract". How do they get away with this nonsense? I also emailed them shortly after the installation because they were trying to get me to sign a contract that showed FIVE years parts and labor when I was promised ten years, so I emailed them asking how do I get a refund and you take the unit out of here, to which no one ever replied. I have the email I sent a few weeks after installation requesting this refund. I would NEVER have bought a 12 thousand dollar unit knowing i still had to pay for routine maintenance on it., The only reason they were able to make this sale is due to their lying.

  

  Business response

  10/15/2024

  Integrity Home Solutions has advised the customer only 1 year of maintenance is included with a new AC system installation. Please see the attached invoice detailing only 1 year of maintenance is included. The customer is responsible for costs associated with maintaining their AC yearly. Yearly AC maintenance is required in order to keep the customer's AC labor and manufacture warranties intact. We have provided the customer with two maintenance plans options for them to review. Please see the attached document.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are trying to collect money for a job that was never done, they opened a charge in my name and the bill comes to the house

  

  Business response

  10/07/2024

  Integrity Home Solutions values the customer's feedback. The synchrony card that was charged has been refunded leaving a zero balance. Please see the attached invoice.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested a plumber to come and fix my smart toilet. I told them it was a smart toilet so I have someone that could fix it. Day 1, no show. Next day they gave me a 4 hour window and 2 hours after they showed up at 6 or 7 at night. Couldnt fix it because he never worked on smart toilets. Very nice however he called and had to order parts. Parts arrived I paid $352 and they didnt fix it and made it worse. Came back out after missing 4 hour window 2 hours late, spoke to a manager and said his best guy is on it. Arrived and never worked on something like this.called the manager again gave me a $100 credit, never received and refused to take my calls after that.

  

  Business response

  10/06/2024

  Integrity Home Solutions values the customer's feedback. Management has since spoken with the customer and is doing a site visit to come to a resolution.

  Customer response

  10/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, we have spoken and we agree to have them correct the problem, due to Hurricane Milton, we have had to reschedule the appointment.  I look forward to trying to resolve the issue 
  
  Sincerely,
  
  ***** *********

*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. ↩