Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 7/25/24 integrity home solutions was at my house because I was having issues with my A/C that was installed less than one year ago. They found that one of the coils is clogged. Being that the unit is under a year old it should be covered under warranty. They refused to do the job unless I paid over $1700.00 My technician was **** and his supervisor is *******. I requested a call from ******* and got no call back as of today. My unit is frozen again. For a company that had Wounded Warrior Project stickers on the backs of their vans they sure know how to treat their veterans. Its currently 86 degrees in my house and its over 100 degrees outside in *******.

  

  Business response

  08/22/2024

  Integrity Home Solutions values the customer's feedback. We have since spoken with the customer and will be completing a complimentary pull and clean for the evaporator coil.

  Customer response

  08/22/2024

   
  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

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/27/24 I paid $14,549 to Integrity home solutions for Deluxe Trane 3 HP PKG Seer2 - Full replacement of existing package unit with new air distribution system and duct system. This came with additional warrantied including:INSTALLATION DATE GUARANTEE if we do not have your new system operating by the date promised we will pay you $500 for your inconvenience.MONEY B**K GUARANTEE The equipment we have installed will perform as designed or we will remove it and return 100% of your investment COMFORT GUARANTEE We guarantee the system we have installed in your home will heat and cool your home as designed by the manufacturer, if temperature range agreed upon is not achieved, we will replace the system at no charge.UTILITY SAVINGS GUARANTEE We guarantee that you will save a minimum of 300% on your heating and cooling costs or we will refund double-the difference of your potential savings not realized during the first year*PEARL CERTIFICATION.On 06/28/24, Integrity did the install but for the past month the ** has not been working as designed, my electric bill has not been lowered, and i have not received my pearl certification.HV** design parameters: HV** Design Conditions. All equipment is designed according to the standard design temperatures (estimated) for ******* (Cooling: 75F indoor dry bulb temperature w/ 50% indoor relative humidity at 92F outdoor dry bulb temperature.)The indoor temperature is 80 on average and 78 on the cool end when 90% outside with humidity at 45%. This does not meet the specifications.The technician that did the install was the same who check the issues twice. I told him this is a lot of frustration for a deluxe deal and he informed me he gets paid on commission and was only paid to do an economy install, which does not include duct work, pearl certification or smart thermostat. Only 1duct was changed out but the technician was not paid to do so and there are 9 branch off ducts not changed affected cooling overall.

  

  Business response

  08/27/2024

  Management has been working directly with the customer to address their concerns. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Integrity Home Soultion on April 29th, 2024 to re-wire our kitchen and dining room. As of August 12, 2024 the work has yet to be completed. We were told by the sales representative the work would be completed within 2 - 3 days tops. We financed the repairs and were told we would not have to start payment on the work until it was completed. We have made four payments to date. We have had four different technicians work on the wiring. As each new technician arrived, they had to re-do the work the previous technician did due to inadequate work. We have had over a dozen appointments scheduled with either no shows or arrivals hours after scheduled service window. We have been told by integrity that inspections were scheduled only to have no one show from the city due to cancelations done by integrity. On July 12, 2024, the electrical worked failed the city inspection. I have called five times in the past three weeks to speak with a manager with no return calls. I left another message today because I called when no technician showed for our 12-4 service call window, yet again. The incomplete work delayed our move into the house by over a month as there was no hot water, half the house was without electricity and wires were hanging everywhere. Not a safe environment to live in but we were unable to extend our apartment lease beyond June, so, we have to move in regardless. Now we are living in a house that failed the city's inspection and we cannot get anyone from integrity out her to fix it. We are requesting a call back from a manager. We are requesting a full refund so we can hire a competent company to complete the work to pass a final city inspection.

  

  Business response

  08/23/2024

  Integrity Home Solutions values the customer's feedback. We have since spoken with the customer and are scheduling a technician out to make the repairs necessary to pass inspection. 

  Customer response

  08/30/2024

   
  Complaint: 22131149
  
  I am rejecting this response because I am waiting on a final inspection of recently updated work. 
  
  Sincerely,
  
  *********************************

  

  Business response

  09/05/2024

  We have received confirmation that final inspection has passed. Please see the attached document.

  Customer response

  09/12/2024

   
  Complaint: 22131149
  
  I am rejecting this response because:  We signed with Integrity on April 29th.  We were told the work would take 2-3 days before the first inspection could be scheduled.
  It took four weeks with 8 appointments and two different techs before the inspection could be scheduled.  Not once did the tech arrive during the 8-10am window.  I had to call each time to track the tech down.  Only to be told they were stuck at a different job.  They would be there but they could not give me a time.  Leaving me to wait hours for someone to show up.
  Once the initial work was done Integrity stated they would call for a rough opening inspection.  Two weeks elapsed before I had to call the city of ****** along with Integrity to get the inspection scheduled.  Inspection did not happen until the third week in July.
  During this time, I called to speak with a manager three different times.  Once I spoke with a manager and the other two times no calls were returned.
  Once the initial inspection was done ***** was scheduled to come and continue the work.  When he arrived, he informed us that the wiring was not done as quoted and it would have to be ripped out and redone.  Basically, they did what they needed to pass inspection but not the re-wiring we had paid for.  
  *************** came to the house and overrode ******* statement saying it did not need to be re-done. 
  Between the third week of July and the completion of the work on August 27th we had three additional techs come out.  Each one stated that the last tech didn't do what they needed to do because we were constantly having issues with the light switches, outlets having neutrals and hot reversed.  
  I called five different times in the month of August to speak with a manager.  Not one time was a call returned.  
  We had a final inspection scheduled mid-way through August.  I waited all day.  No inspector showed up.  I called the city of ****** to find out what was going on.  They stated that Integrity had cancelled the inspection and that they would need insurance documentation from Integrity in order to do a final inspection.  Again, I was on the phone with Integrity trying to resolve the situation.  
  The inspection was finally scheduled a couple days later.  Only to find out we failed the final inspection due to lack of GFI outlets under the sink.  
  Again, another tech came out and finally finished the work allowing us to pass inspection at the end of August.
  
  
  The time it took Integrity to complete this work is ridiculous.  The days I spent waiting on them.  The dozens of phone calls to find out when someone will arrive.  The numerous phone calls I have made to speak with a manager only to be pushed to a voicemail never receiving a call back.  Incredibly poor customer service.  We hired ********************** because we were told the work shouldn't take more than three weeks between start and completion.  Because it took so long, we had to extend our lease with our landlord an additional month, resulting in costs we were not expecting.  Integrities inability to follow the guidelines they stated meant we could not move in at the end of May as intended and although the electricity still posed a safety concern in July- we were forced to move into the house because our lease was no longer available to extend and we had nowhere to live.   We paid an additional month of rent for June plus electric, water, trash, and the internet when it would not have been necessary.  We still had safety issues with the electrical work that had been completed up until August 27th when the final repairs were done. The kitchen was not completely rewired as we were told it would be and what we actually paid for. We know this since the breaker amp was increased and the bedroom is still on the same breaker as the kitchen - as well as one of your technicians confirming that it was not completely rewired as agreed upon.  We are requesting a full refund for the electrical work since we did not get the full scope of work completed that was paid for; not to mention the additional rent and utilities we had to pay, along with a the time, energy and frustration I invested calling and dealing with Integrity.  The lack of communication and the lack of valuing customers' time is just unacceptable.
  
  
  
  Sincerely,
  
  *********************************

  Customer response

  10/30/2024

  Hi,

   

  Could you please update the following complaint ID to Resolved.  Complaint ID ********.

   

  Thank you

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On two occasions I had Integrity Home Services repair my AC.. Each time I was told a statement(receipt would be emailed to me. Neither were. I contacted them about it but received no answer.

  

  Business response

  08/13/2024

  Integrity Home Solutions values the customer's feedback. We verified the email address we had on file was spelled incorrectly and have since fixed our error. We have emailed the customer their invoices and apologized for the oversight. Please see the attached picture where we attempted to email the invoice on 4/26/24 but it bounced due to the incorrect spelling.

  Customer response

  08/23/2024

   
  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

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My AC stopped being able to keep the house cool for several days, ***** F in the afternoon. 4th day I called Integrity Home Solutions 7/5. ***** arrived around 8:30pm. After inspecting the unit he told me that we had a freon leak, $1,800 to diagnose the leak (an utter lie after I verified it). I panicked, as I didn't have that kind of $ and our system was too small for our home, a fact that ***** was aware of. So here I am sweating to death, tired, and scared of having to buy a whole new system. He said we could get a new system, comparable to the system we had for ~$150/mo for 10 years. We discussed a better efficiency model for mo $198/mo (~18K). install it 7/6. Apparently the contract was signed then. I was never given any documentation whatsoever. Looking back I should've known I was being scammed but I was starting to feel sick. I have several medical problems so my desperation was preyed upon. 14D later I get a CC in the mail from Synchrony W/ 27% int. I panicked bc that wasn't what I was told, called the company. ***** said everything was ok and it was the $198/mo. I asked for a copy of the bill of sale and he told me that I can get a copy of the contract from Synchrony, 7/28/2024 and I get my 1st statement from synchrony, purchase price was 22K/ min pymt of $270!! I was stunned and couldn't believe it. I called ***** and asked him what was going on and he said "well you were the one who wanted a better model". Then he proceeded to tell me to get a copy of the contract from the bank again then he hung up on me. I immediately called Synchrony and told them what had happened. I told them that a contract was never presented to me. I called Integrity, finally sent a copy invoice & notified het that those weren't my signatures. I have never seen this document before and to my astonishment were 2 signatures that were 100% NOT mine! I'm going to call Bay News 9. No permit was pulled. Next step, lawyer!

  

  Business response

  08/13/2024

  Integrity Home Solutions was contacted by the homeowner regarding their ** system not working. Please see the attached invoice showing the homeowner agreed to the financing of the new system from ************** at 9.99 interest for 132 months with a monthly payment of $275.00. The homeowner needs to have the notice of commencement signed and notarized so our company can file it with the county, and they can issue the permit. The homeowner refuses to return permitting and our phone calls and emails. Please see the attached mechanical permit for the ** system installed.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing this complaint to the Better Business Bureau about Integrity Home Solutions. This company took advantage of me and left me in a difficult position. I am a disabled person who was left with no money after trying to get my well fixed.On May 22, 2024, I paid this company $1,850 in cash to fix my well. They told me it would be no problem, so I paid them in full upfront. They installed a new pump, but the job was not done. I still had no water. They told me to leave the pump running for 10 hours, then they left saying the job was done. That didnt work. After two hours, I shut the pump off because it was making a loud noise, and still no water was coming out.I was promised a refund within 15 days. I called and emailed them repeatedly, but I never received my money. I feel I was taken advantage of, and I would appreciate it if the BBB could help me resolve this issue. Here is one of the letters they wrote. I was WITHOUT running water for 3 weeks, it was awful, this company knew this also. I have all my papers they gave to me. Job# ********* T.Michelle4620 <***********************>Thu, Jun 13, 5:47PM (1 day ago)to *************************,Please let me know what is going on with my Refund. This caused me almost 4 weeks without any running water. Please let me know, I should have received the Check by now. I am on disability, I need the money to pay ************* Also to pay the company off that got my water running again.

  

  Business response

  06/28/2024

  We thank you for bringing your concerns to our attention. 

  Our team is very sorry to hear about your experience and we look forward to making this right. 

  Our customer experience manager will be contacting you to discuss your refund. 

  Customer response

  07/03/2024

   
  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

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a HVAC AC unit unprofessionally installed, b the said company. I purchased a 10 year parts and labor warranty and my coil has been leaking freon, the company refuses to honor their warranty (labor) because I requested a different tech person to come out, because (*****) was out on 6/9/2024 and was VERY UNPROFESSIONAL AND RUDE. It is 86- 95 in my home. They have blocked me from calling/contacting them and they DELETED my review on their website! I have a 4 1/2 pound dog that could die from heat stroke with the temperature as high as it is in my home.

  

  Business response

  06/15/2024

  We have educated the customer on several occasions that we will not be providing service to her in the future due to the harassment and demeanor towards our employees. We have provided the customer their warranty that is through Asure. They are able to use this warranty through any licensed AC contractor. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Integrity plumbing came out to our house and blew our pipes out. They KNEW we had orange burg piping as we have called them out several times and they had informed us of this, each time they came they just clean blasted them.. destroying them more and more so they could quote us 20 grand to fix what THEY destroyed. They knowingly blew the pipes out on my house just so they could charge us each time they came out and for this huge job I now have in repiping my entire house after they blew the pipes out. We had another plumbing company come out and they said that blasting our pipes was the WORST thing they could have done to them. Worst part? They are still trying to charge us the owed 2800 FOR THEM TO DESTROY OUR PIPING my daughter is 7 months pregnant and I have alot of health issues which include emphysema we were living in a house without bathrooms or running water for almost a month while we had to hire ANOTHER company (which cost me almost 20 grand) to fix THEIR mess up to this companies negligence and straight up greed. I do not think I should have to pay them for destroying the pipes on my house..

  

  Business response

  05/28/2024

  Thank you for bringing this to our attention. We are reviewing the customer's concerns and will make contact to address them appropriately. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is no integrity at Integrity Home Solutions. Paid $1500 May 3rd to have my Air Conditioning System that I bought from them less than 2 years ago fixed. The parts are under warranty but I have to pay for labor. I was told it will be fixed Saturday. No call no show. Sunday I was told they were waiting on the part and would have it Monday. One of the selling points of the unit was that they have access to parts because the store is across the street and all parts are made in *******. Monday no call no show. Called them and they said they cant come until Wednesday at 8am. Wednesday no call no show. Called at 9;30 am was told someone will be out later. *** came out said the other Tech misdiagnosed the issue and he needed to get another part and will be right back. Hours have gone by. Call back everyone is in a meeting and cant talk. House is still hot I cant go to another AC dealer because they have my money. Its in the 90s

  

  Business response

  05/11/2024

  Thank you for bringing this to our attention. We strive as a company to always remain humble and stay true to our name, Integrity. 

  We apologize for the inconvenience and have refunded your card for the difference of the scope of work that was changed. 

  Our team is scheduled to your home this week on 5/14/24 for a follow up preventative AC maintenance. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was told we could get an extended warranty up to a year later on our new ac unit. We have been trying to get a hold and get a call back for over a month now. Finally got one of the head bosses and were told we can no longer get a warranty because they changed the policy with out informing anyone

  

  Business response

  05/11/2024

  Thank you for bringing this to our attention. We apologize for the inconvenience and miscommunication. Our team has attached the original agreement and will be happy to honor the offer stating the customer has 2 years from the date of install to enroll in the labor warranty. The estimate also states it expires in 30 days from the date written, however, our team will also be happy to honor the price of the estimate for the extended labor warranty for the customer's satisfaction. 

*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. ↩