Complaints

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired integrity to do a kitchen renovation that began January 2024 and was finished in May 2024. However, when completing the final punch list they cracked tiles and a shelf was installed already breaking and they have stopped responding to calls or emails to fix it leaving the job unfinished. They also said they were installing insulation in the entire attic, but we have discovered that they only installed it in half the attic. We have had an absurd amount of issues with this company continually making mistakes and ruining our floors and have been incredibly patient and understanding but they are now refusing to finish the job according to our contract. Additionally, their workers completely ruined the floors in our living room by incorrectly refinishing them, which was not even part of the job they were supposed to do, they were meant to only do the kitchen. The "fix" still left out floors irreparably scuffed from the company not allowing enough time for the sealant to cure before putting our furniture back on. And now our original wood floors have been sanded down unnecessarily two times when it was supposed to be zero, resulting in thinner floors.They are no longer responding or making any attempt to fix the damage and complete the job.The company is well aware of the damage they caused by I am happy to provide photos upon request.

  

  Business response

  11/01/2024

  Response to Complaint #********

  COMPLAINT INFORMATION:

  BBB Case # ******** - Integrity DESIGN + BUILD

  Customer Information:
  ****** ******
  ***********************************************************************************
  Daytime Phone: **************
  E-mail: ********************************

  During Selection Process

  -Initial Selections Meeting

  When Ms. ****** came to meet with us about the selection choices for her project, she did not bring her spouse, and instead she brought a friend with her.  She referred to her as emotional support.   They spent a considerable amount of time having sidebar discussions off topic of the project, mainly around their neighborhood and mutual friends.  Unfortunately, when the meeting concluded we had not made much progress on finalizing any of the selections necessary at the time. 

  -Countertops

  The client was given the contact information for our preferred vendor.  They are in Henrico.  She decided she would look locally but did not tell us or say why.   She went to a vendor we do not do business with since in the past they have proven to be subpar on quality.  She was insistent that she wanted to use them.  We finally had to explain if she was going to use them, she would have to use them on her own and sign a waiver since we would not.   We continued to try to find out why.  Eventually she admitted that she wanted local ******** quarried stone, and she didnt want to drive all the way to Henrico.   We were able to procure a quote from our preferred vendor for the same stone from the same quarry for less than she had been quoted by the vendor she found in ****************  She went with our preferred vendor.

  -Kitchen Cabinets

  The client chose their kitchen cabinets from one of our preferred vendors.  When we went to order them, we discovered they had discontinued that finish 3 weeks prior.  We began to look for alternatives and got samples and drove them to her home to review.  She was very offput with the process and became agitated.  She continued to ask, What if we dont find anything?  I told her we would continue to look until we found what she wanted.   

  After several attempts we contacted the vendor to get the cabinets unfinished and were going to finish them with her original selection.  When we informed them of this, she demanded to have samples ordered first to make certain it was what she really wanted.  

  In the end, the vendor agreed to finish them per their previous specifications, which was what she wanted originally.  When we informed them of this turn of events, they became concerned that now the cabinet delivery would hold up the project.  We assured them it was early enough in the process that it most likely would not.   It did not, the cabinets arrived several days prior to installation date.   During this phone call they wanted to be compensated for the stress it had caused them not to know about their cabinets and that they were certain their project was going to be held up.   Early in the project they were already asking to be paid.

  -Payments

  During the project, as progress invoices were released, they were not paid in a timely manner.  As we would call to collect them, we would not get a response.  When Ms. ****** eventually came to bring the payment she would leave it in the Dropbox outside our office, for after-hours use, when our office was clearly open.  (We know because we watched her do this) Additionally, our Controller has emails documenting her holding back payments until she was ready to pay regardless of the contract specifications on progress payment status.   She also has emails documenting the many attempts we made to come and complete work, and she would put us off.  We can provide them if you would like.

  -False Accusations against our sub-contractor

  During the project our Project Manager received a call from Mr. ********** (husband) stating that someone had hit their car, and he felt it must have been one of our subcontractors.  Our PM assured him he would investigate it but found it odd that if that had happened, they hadnt told him.   He and the owner of the sub-contracting crew met at the house the next morning and met with the wife.  They measured the bumper of the van and the marks on the owners car, and it was established that it obviously wasnt the van.  The wife began to tear up (which she did frequently when things werent as she wanted them to be) and our PM called her husband and put him on speaker.  She stopped crying immediately. 

  When the findings were explained to the husband and how the wheels were also scrapped, he realized it had most likely happened while he was out biking and the person who was parked too close to him must have scrapped his car with his bumper.  He apologized for jumping to conclusions. 

  -Flooring

  We had a crew go in to finish their floors.  We were not satisfied with the results.   We hired another crew to come in and re-do the floors.  Minimal sanding was needed to just scuff the recent finish off.  There is no damage to the floors, and they are now finished to industry standards.

  -Shelf and Tile

  We have been willing to go in and finish the repair in this area; however, the client has either been traveling, unavailable or unresponsive to any attempt to go in and finish.

  -Our expectation

  To be paid the balance of $2098.00

  Customer response

  11/14/2024

  see attached

  

  Business response

  12/03/2024

  Integrity Home Contracting, LLC will contact the homeowner to set up a time for the owner to come by and speak directly to the client to review and discuss the work.

  Customer response

  12/11/2024

  December 11, 2024
  
  
  Last week we received an email from Integritys secretary asking to set up a meeting in our home for **** ********* and ***** ********* (whom we have never met) to come to our home to talk and take photos. Considering the situation, we requested a phone meeting prior to inviting them into our home, but Integrity refused to discuss the situation over the phone. We provided Integrity with a list of issues and photos and asked them to let us know if they intended to fix the issues or what their general plan for closing out the project would be. They refused to discuss over email or give us any information other than the the need for an in-person meeting in our home. We set the meeting for later this week, and so no resolution has been proposed or carried out and all of the issues from my previous statement remain in the same condition.
  
  I am happy to provide additional information or copies of the emails if it is helpful.
  
  
  ****** ******
  

  Customer response

  12/18/2024

  Hello,
  
  I am writing to follow up on this complaint, per the above message. 
  
  We met with ***** ********* from Integrity on Thursday December 12. We were told that the meeting would also be with the owner **** *********, but he did not attend or inform us of his absence ahead of time. 
  
  Mr. ********* looked at all of the issues in our complaint and took some photos and told us verbally that Integrity would fix all of the issues beginning in January. We have not received a response to a follow up email to Mr. ********* attempting to confirm this, and as of this time no further communications have been received from Integrity regarding scheduling or work plans.
  
  If possible, we would appreciate the BBB keeping this complaint open until the work is actually completed. 
  
  Thank you very much,
  ****** ******

  

  Business response

  12/19/2024

  The owner and team received the client's email late in the morning on Wednesday, December 18th. The client then responded to BBB the very same day, before we could reply to her email. 
  The team will meet to work through a plan and respond directly to the client to resolve and close the job

  Customer response

  12/21/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We sent the following email to ***** ********* from Integrity,whom we met with on Thursday December 12. Copied on the email were also **** ********* and ***** ******.
  
  ****** hughes <********************************> Wed, Dec 18
  
  
  to howie.*********, ********, *****, ****
  
  Hi *****,
  
  It was nice to meet you last week. We just wanted to follow up and confirm that we are on the same page regarding closing our the project. 
  
  Per our conversation on Thursday December 12, you had stated that Integrity would fix the following items beginning in January. 
  
  1. Finish insulating attic
  2. Replace cracked backsplash tile
  3. Replace kitchen shelf 
  4. Fix discolored beam finish
  5. Repair hole in basement wall left by plumbers 
  6. Paint filled in brick wall
  7. Fix gap at bottom of the stairs 
  
  If you could please reply letting us know that this is correct and with your plans going forward we would really appreciate it.
  
  Thank you,
  ****** and Nick 
  
  As of the evening of December 21 we have still not received a reply nor any communication from Integrity in the over 9 days since we ****** we stated to Mr. ********* in person and via email, we are open to working with Integrity to fix these issues. However, due to the fact that we have not received any confirmation from them of their intent to move forward, despite Integritys statement to the BBB that they were meeting to make a work plan on December 18,we do not feel that the complaint is resolved and will not be resolved until the work is actually completed or we receive a reimbursement for an amount that allows us to have the work completed by another contractor.  
  
  Regards,
  
  ****** ******
  
  
  
  
  

  Customer response

  12/30/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As of December 30th, we still have not heard back from Integrity since our meeting with their representative on December 12.

  No effort has been made on their part to schedule work on these issues. They have not contacted us by phone, email or through the BBB portal. Therefore, we do not feel that these issues have been resolved.

  We will feel that these issues are resolved once Integrity fixes the remaining items or gives us a partial refund so that we can allow another company to fix these problems.
  

  We remain hopeful that these issues will be addressed as soon as possible. Please let us know when we should provide another update to the BBB.
  
  Regards,
  
  ****** ******
  
  
  
  
  

  

  Business response

  01/13/2025

  We've been in contact with the client. We have a list of the items we're working on with her. We ask the client contact us directly moving forward and respond to all emails from Integrity.

  Customer response

  01/20/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  We had still received no response to our email or any communication whatsoever from Integrity at the time of their previous response. After reading their response we did reach out to them again and received a reply. We have been in communication with Integrity so that they can begin working to correct the issues with the project. They said they would come to do one of the six items next week but have not yet set a date.  

  We are happy to continue working with Integrity so they can fix the agreed upon items. However we still will not feel that the situation is resolved until the work is completed.

  
  Regards,
  
  ****** ******
  
  
  
  

  
  

*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. ↩