Complaints

• 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. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We were quoted for a jetting of our pipes and an installation of a water softener. We were encouraged to apply for credit at 0% interest with their credit partner. After learning the price quoted for the water softener would be more due to needing an outlet installed...we decided only to have our pipes jetted. We never had a water softener installed but received the charge on the credit card anyway. We have been trying to correct this for months. We spoke to one employee who ensured us it was a mistake and would be taken care of. Since then, we have called and emailed and no one responds. Dispatchers promise the manager will call us and he never does. We are at the end of our rope and have spent a considerable amount of time trying to correct this. So entirely disappointing after having otherwise great service from their techs.

  

  Business response

  04/26/2024

  We have made contact with the customer and apologize for the delayed response. 

  After reviewing the customer's concerns, we did determine the scope of work did change.

  We will be submitting a refund request to the customer's finance company for the difference. 

  Customer response

  05/08/2024

  
  Complaint: ********
  
  I am rejecting this response because we were assured on April 26th the refund process would begin. It is now May 8th, and there are still no corrections to the account. Further, we have not been provided with any updates or proof that the refund is pending. The only communication I have received from the company since is the request to resolve this complaint. Can provide current account balance with timestamp, 

  While I whole-heartedly agree with their proposed resolution, it has been almost 2 weeks and there is still no change.

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

  

  Business response

  05/11/2024

  Please reference the attached Synchrony refund submitted by the Integrity Home Solutions team. 

  Customer response

  05/13/2024

  
  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

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A permit was opened for our property for the installation of an AC unit on April 11th 2023. It was determined they would not be able to install the unit due to the structure of the house so the contract and work was cancelled and monies refunded. Unfortunately the permit remains open despite several calls and e-mails to the company. This open permit is causing other permits to not be able to be closed. I managed to speak with the permit manager several weeks ago who said the permit would be closed, but since then the permit has remained open and no one has made an attempt to call or communicate with me despite my numerous attempts and messages.

  

  Business response

  04/12/2024

  Thank you for notifying our team. 

  We submitted the permit cancellation request, and the records of IPEMRIT indicates they processed the request on 3/21/24. 

  We have attached a screenshot for the customer records to show the cancelled permit through the company that manages our permits. 

  After the 1st request our team sent to the **********************, we received no response. 

  Our team sent a 2nd request yesterday, 4/11/24, to the city and we hope to receive a response from their team soon. 

   

  Customer response

  04/12/2024

   
  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 as I wanted it to hear back from the company. 
  

  Thank you for your time coordinating this. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Originally, we had this company out to replace all outlets below 3 feet on the walls due to Hurricane ****** flooding the home. Not a good experience. Rescheduled on me and had to wait an extra 3 weeks to have them replaced an begin to dry out the home. Lots of mold and extra moisture damage.I paid for half of the job up front on an AMEX card in September. I paid the remaining on January 5 on a debit card giving them the numbers over the phone. NEVER approved for them to hang on to my credit card information. FRAUD Called them to come back out second week of February to complete anchoring the outlets as we did not have walls when the original work was done. There were a few other outlets and switches that needed to be put in too. I asked for under the cabinet lighting in the kitchen. The first guy that came out to do it. Left after we went over what needed to be done and i went to get lights for cabinets. He did NOTHING. They had another kid come out to which most work was done but not great. switch had no power to it, had to cut open dry wall that was just hung and painted. Then money was taken from my account on FEB 12, job was not completed nor did they have permission to have my card on file nor to charge it. That is fraud. The manager for the electrical division kept talking over me on the phone asking if I read my contract that money is collected when job is complete. First of all the job was not completed on the 12th as you can see the invoice they sent me on the 15th and they did not have permission to have my card on file. The *** does not allow companies to hold onto credit card info.

  

  Business response

  02/20/2024

  Thank you for bringing your concerns to our attention. We take these matters very serious. 

  After reviewing the account, we determined there was additional work quoted on a return visit where the card on file was charged. 

  Our team presented an up-front quote to the customer for the additional work to capture her authorization prior to proceeding. Attached is the signed estimate and invoice for the additional work. 

  Our team has sent a copy to the BBB team consisting of the call recording to reference the details below.

  On 2/16/24 starting at minute marker 15:06, the customer spoke with our electrical service manager who offered the customer to change their payment method and our team would refund the original **** that was charged. 

  Beginning at minute marker 14:49 the customer stated the card was charged when the work wasn't completed, but then the tech did end up returning yesterday (2/15/24). When our electrical service manager confirmed with the customer this work has been completed, the customer acted like they did not know what work we were talking about, and she wasn't there to see any work completed. 

  Integrity Home Solutions is operating within PCI compliance. 

  Since this conversation, our team has removed the customer's card on file. 

  Lastly, our customer experience manager has left a voicemail and emailed the customer today, 2/20/24 for quality assurance. 

   

  Customer response

  02/26/2024

   
  Complaint: 21315996
  
  I am rejecting this response because:
  This company is fraudulent and lies. They twist the story not to include:

  * the fact that techs did not show up on two occasions.  

  * the card they charged was not the card that was put on the signed contract. It was a different card altogether I used to payoff the balance of the first job and gave them numbers over the phone, not to be saved in their system as the first one was at the time of estimate and paying the deposit. There was NO contract to acknowledge that payment on that card.  That means they took the numbers over the phone and did whatever they wanted with them.  

  *The fact that the second job was not completed and I was charged two days prior to getting an invoice.  The tech did not show for two days.  When they did they did not do the work that was asked from the start.  At one point the Manager asked about the outlet in the fireplace....  I don't have a fireplace.  

  *I was also told by two employees my card would be refunded.  When I spoke to ************************* on this compliant she said no refund would be posted until other payment is secured.  So why are two other employees telling me my card has been refunded and it will take 7-10 days to receive it..  LIES.

  Do not trust this circus and people should be warned if the BBB does what it is supposed to do.  

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

  

  Business response

  03/05/2024

  As mentioned previously, Integrity Home Solutions is operating within PCI compliance. 

  The customer is welcome to provide our team with another form of payment. 

  All refunds will be issued once the customer's 2nd form of payment is secured. 

  We consider this matter to be addressed and closed. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased tankless water heater in middle of 2021. In May of 2023 a fuse blew. They "fixed" it by wrapping it in tin foil and charging me full price for dispatch and repair. Last Thursday my hot water went out again. Since that time, they have sent out ************ and an electrician and I am still without hot water. The first technician was a plumber who said it was an electrical issue, the second was an electrician who said it was a plumbing issue, and the third was a plumber again and said it was a manufacturers issue. Not once did any of them attempt to solve the issue. The third technician was going to talk to the upper management about completely replacing the unit while he was working on fulfilling the warranty from the manufacturer. The last I heard was that my unit was too old, and integrity would not replace the unit or even provide the parts to fix the issue. I have used this company to replace my AC unit, all new ductwork, updating electrical panel and installing said tankless water heater. When installing the Water heater, I was told I must update the electrical panel at the same time and quoted me $9,000, saying this was the top-of-the-line unit. Six days later, I am still without hot water and still have not been provided with answers.

  

  Business response

  01/19/2024

  We value the customer's feedback. We have since spoken with the customer and came to a resolution. 

  Customer response

  01/19/2024

   
  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

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Invoice #********* I'm extremely dissatisfied with the service provided by Integrity Home Solutions regarding our air conditioner issues. My wife contacted them for an inspection, and their technician identified a burned-out blower motor, which they agreed to replace under warranty for a staggering $991. Despite the air conditioner being only two years old, we agreed to the replacement by thinking this was the regular price for it.The real nightmare began three days later when the technician arrived at 6 pm for the replacement. Shockingly, they were ill-equipped and took a whopping 3 hours to complete the task, leaving the work unfinished and the blower wheel damaged. To add insult to injury, they proposed replacing the damaged blower wheel for an additional $492, throwing in a measly $50 discount. With no alternative, my wife reluctantly accepted.The following day, the technician returned with the proper tools, completed the replacement in a mere 20 minutes, and replaced the blower wheel. It took him about an hour to do all the work. When I came back home and scrutinized the invoices, I found cryptic details instead of a straightforward mention of the blower wheel replacement. A quick online search revealed the cost of a new blower motor to be around $500 and a blower wheel around $150. Frustratingly, attempts to contact the company for an explanation were met with evasive responses and a reluctance to engage in dialogue.I vehemently disagree with the exorbitant amount charged for what was supposed to be warranty repairs. I demand a comprehensive breakdown of the charges and a partial refund for the unjustifiable expenses incurred due to the technician's incompetence. This experience has been a colossal disappointment, and I expect Integrity Home Solutions to rectify the situation promptly.

  

  Business response

  11/30/2023

  Integrity Home Solutions values the customer's concerns. We have since spoken with the customer and have come to a resolution. 

  Customer response

  12/02/2023

   
  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.
  

  Document attached

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

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Project number ********* manager ***************************** October 27, 2023.Called for service as Air conditioner not working Technician arrived tested unit said no refrigerant (410 A)Said needed electronic leak search plus die pack to locate leak $695 way overpriced He added 3 lbs of 410 A he would be back in 5 days. The ** worked for 2 hours lost refrigerant again. October 28, 2013 - called back the same technician (*****) found a leak in the evaporator coil - quoted $1583.10 ( included 10% discount) to install the new Coil (way overpriced for the job other quote from another company was $500 less. November 3, 2023 -New technician ) installs new Coil ** worked for maybe a few hours! We paid for the ** to be repaired to no avail November 6, 2023 Due to the terrible service from Integrity Home Solutions, I contacted another reliable ** company - within 10 minutes found a leak in the outside unit condenser Coil which was not found from the Initial leak search which cost $695 - the reliable ** company ordered the new part on warranty came back the next day The installer said this should have been found from the beginning. November 7, 2023 *********** installed the outside coil and added new refrigerant ** working cost $1000 for the repair - We feel we were taken advantage of we are seniors and trust what honest service people tell us needs to be corrected . From the beginning nothing was done correctly just one charge after the other and nothing repaired The two leaks should have been discovered in the first place. We were overcharged and no repair done We want to be reimbursed at least $1500 ($1000 for paying other ** company and $500 for being overcharged for work not completed)This information was emailed to the manager ***************************** ************

  

  Business response

  11/21/2023

  The customer called ******************** regarding their ** system not working. We recommended a leak search, and a leak was located in the indoor evaporator coil as seen in the picture. The cost of the leak search was applied towards the replacement of the evaporator coil. The repair was completed, and the ** was working. The customer called another company when his unit went down again and proceeded with a different scope of work to repair a separate leak in the outside condenser coil. 

  Customer response

  11/22/2023

   
  Complaint: 20854553
  
  I am rejecting this response because: the second leak should have been found once the evaporator coil was replaced the ** worked for a few hours then broke down again . In frustration for Integrity not fixing the ** unit I contacted another company to finish the job. They found a leak and repaired the unit. Integrity was paid to repair the ** unit and they did not complete the job. I should be compensated for having to use another company to finish the job that Integrity was paid to do but failed.
  
  Sincerely,
  
  ***********************

  

  Business response

  12/01/2023

  If the customer would have called ******************** to repair the secondary leak it would have been a separate billable charge.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dealing with AC division of the company for over 2 months. A technician / Sales Person from Integrity Home Solutions (*****************************) recommended complete replacement of the existing HVAC unit due to high static pressures in the system with addition of new return vents. I purchased their 4 Ton system (the most premium version). The unit wasn't available and the company offered a different system but promised it will do the job (Daikin Fit). The unit was installed, which cost me over $18000. See invoice. Promised return vents were not installed. Very quickly it became obvious that the system still has high static pressures and it was unable to maintain the temperature in the house. After multiple phone calls/texts with manager ********************* additional return vent was installed right next to the old one (which didn't make much sense). I was assured that the system is going to work well now and the pressures dropped. After returning from a prolonged business trip I quickly realized that the system is not working properly. It failed to maintain even 75 degree temperature in the house, it was also overheating and shutting down. After multiple phone calls and visits by ***** and **************** was told that the problem are my ducts. I was offered a "solution" to replace all my duct work in the attic. That was additional $15000 expense (see invoice). The whole duct system was designed and replaced by Integrity Home Solutions. Next day it became obvious that the system struggles to maintain temperature in the house again. ***** and two technicians discovered that attic insulation got around HVAC coil during installation, adjusted HVAC settings and changed refrigerant. I was assured this will fix the problem. In the next two days the newly installed HVAC system with brand new duct work failed to maintain even 72 degrees in the house during 88 degree day. The temperature creeps up to 75 degrees during a mild day while the thermostat is set to 69.

  

  Business response

  10/20/2023

  Integrity Home Solutions values the customer's feedback. Management has been working with the customer regarding their concerns. It was determined that a 4 ton system was what their home required however we presented the option to upgrade to a 5 ton system with an estimate we are honoring for a year.

  Customer response

  10/23/2023

   
  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

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Unit purchased in May 2022. There were red flags from day one with installation when I realized there was a lower tier thermostat being installed from the version we were promised. I brought this up with the office and they ended up replacing it after telling me it technically wasn't in the package that their tech promised.7/24/22 - The unit ran for a little over a month before we had to have a tech come out and service for a locked rotor.8/14/22 - Unit shut down again and a tech had to come and clear the line (charged $49), which was never replaced when the new unit was installed.11/22/22 - Tech out again due to the "circuit board being in lockout" and a wire compressor saver was installed.12/24/22 - Tech visit uncovered a bad condenser control board. The board was replaced a few days later, but the unit will not heat TO THIS DAY!12/29/22 - TXV unit has to be replaced, where it was also discovered that there was a large amount of oil in the drain pan from the evaporator coil (NEVER REPLACED).4/5/23 - Until shut down again and tech had to restart the exterior unit.5/31/23 - Unit shut down again and condensate line was cleared 7/9/23 - Unit shut down again and tech had to restart the exterior unit (CHARGED $129)8/14/23 - Tech found system flooded due to drain line and blower would not activate. I was charged $895 for a new drain line (which I was told by the original tech was included in the install). Was told blower motor and harness need to be replaced.8/22/23 - ************ was replaced but was assured the harness was fine.8/29/23 - Drain line was replaced and a partial refund was given after install was not as I was told.9/26/23 - Exterior unit down again. Was told I would be charged to have a tech sent to my house...I refused.I've made multiple call so the office where I've been promised to be called back from management, which never happened. There is clearly an issue with this unit and I still do not have heat to this day!!

  

  Business response

  10/05/2023

  Thank you for sharing your concerns with our company. We left a voicemail for the customer on 10/03/2023. Our AC team has also extended the customer's labor warranty. 

  Customer response

  10/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We are currently working towards a solution.   I spoke with ****** and explained the situation in more detail because the extended warranty was something I actually paid out of pocket for.  She is following up on the heating issue and warranty issue and will follow up.

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

  

  Business response

  10/20/2023

  Integrity Home Solutions values the customer's feedback, and we have since come to a resolution regarding the extended warranty. We are also going back on site to make all necessary repairs. 

  Customer response

  10/30/2023

  
  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

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***** with Integrity Home Solutions was dishonest. He told me my AC unit was 13 years old. That it would be $2700 to repair or $11500 to replace. He tried to convince me that since the unit is so old I should replace it. I got a second opinion and was told the fix would only cost $350. So he wanted to charge me $2700 for the same repair that another company charged $350. I price shopped for a new unit while I still thought I needed one and found the same unit for HALF the price. They are price gouging and taking advantage of women. Very dishonest.

  

  Business response

  08/24/2023

  We take these matters seriously. We value the customer's feedback. We have since spoken with the customer and have come up with a resolution.

  Customer response

  08/24/2023

   
  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,
  
  *************************

*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. ↩