ComplaintsforIntegrity Home Solutions

• 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,
  
  ***** *********

• 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.

*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. ↩