ComplaintsforIntegrity Home Solutions

• Initial Complaint

  08/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My finance contracted with this company for plumping and electrical services. I have my card for payment once services were rendered. Per the contract no fee would be charged until completed. The company never completed the work. Never came back never returned multiple calls. They charged my credit card for 2 days they did come. They also proceeded after they were no responses for several weeks to charge my card in May for 950.00 I called and told them it was unauthorized. And I did not give permission for my card to be charged. The first time they stated they had to get verbal permission to charge my card. If that's the case how did they proceed with charging my card twice without speaking with me. They charged my card again 7/27 for 3941. After I had already called them in May and told them to remove my card from their records. They never had permission to store my credit card. The plumping manager called and said he would reverse the charges and never did. I explained to them that they have non signed contract, invoice or anything with my permission nor is this account or service request in my name. I don't even live in the same state. They also never completed the work. They broke items in the home and never repaired them. They failed to come back out to check anything. Okay e have multiple texts asking them when they will return and no response. I have the contract that states how many times and what they were supposed to complete but failed to. I spoke with Nia who said the integrity service manager Ryan would call me back. They have yet to since May. But continue to charge my card.

  

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/08/12) */ Contact Name and Title: ***** / CES Manager Contact Phone: XXXXXXXXXX ext 1062 Contact Email: *************@getbest.com Thank you for bringing your concerns to our attention. The address you provided is Tennessee. We are a Florida based company. Please return our call at your earliest convenience. Consumer Response /* (2000, 9, 2022/08/12) */ I did speak with the Mgr who responded. The company has agreed to refund my credit card for the unauthorized charges. I am waiting for those to be applied

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8/8/2022 and 8/9/2022 We were really excited to use this company when we purchased our home. We had over 20k in repairs done within the 1st month. Some was very shoddy and the Plumber ended up fixing drywall and other odds and ends that their other technicians did poorly. For the most part, work was done. Plumbing was done by Danny and he was amazing. We love him! The AC is another issue and I see we aren't the only family dealing with this. We had a tech come yesterday from Integrity, as we noticed our floor was showing water damage. The tech, Dexter, came. He remembered our home as they had to reinstall an ac that was not mounted properly. The reinstall cost us more than 2k and included the air handler and plumbing. Regardless, the AC is working fine. The issue is during the re-install, no one seemed to have noticed that the drain line was not connected and resulted in water in our sub-floor, above our garage and down the wall to the floor of our 2 story. One issue here is they did a Pvc repair 8 inches away from it and connected to the same line. If they had performed the repair properly, they would have seen that they missed attaching a pipe. Not only this, it was such a slow leak that we now have mold. We have left a message for Toby as this is alarming and the tech that came today didn't perform any repairs or leave anything to dry the floor. He left after taking photos but, did acknowledge that the drain line should have been airtight in re-install. We are waiting for a call back but feel we are being avoided. This is a serious issue. Integrity IS at fault here. We have damaged flooring, sub-floor, walls, and mold. I can't wait to see how much you want to charge to fix your issues. We have been denied the repair that should not have been an issue and Toby could only say that Toby put the pipe back where it was. I'm not sure why it was not sealed but, it should be. The overflow won't trigger if the pipe isn't connected.

  

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/08/12) */ Contact Name and Title: Sarah / CES Manager Contact Phone: XXXXXXXXXX ext 1062 Contact Email: *************@getbest.com Thank you for bringing this matter to our attention. Your account is our priority. Please expect a call from our customer experience manager. Consumer Response /* (3000, 7, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We never received the call from customer service. We now have our home owners insurance involved but the repairs should have been done by Integrity since they were negligent in re-installing our AC without connecting all drain lines. Business Response /* (4000, 9, 2022/08/25) */ We left a voicemail for the customer. We are looking forward to speaking with the customer soon.

• Initial Complaint

  08/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our A/C unit was not cooling so we contacted Integrity Home Solutions to diagnose the issue. They said the coil needed to be replaced which would have been about 3k or for 12k we could replace the old unit with a new one and not have to worry about future issues. Since it was a 6 year old unit, we decided it didn't seem worth investing 3k into, so we decided on a new one. We had the new unit installed and it still wasn't cooling. Turns out the issue was the compressor line was leaking and it wasn't in fact the coil. They replaced the compressor line free of charge since it was included in the warranty we had on the new unit. FLASH FOWARD ONE YEAR LATER.. I now have WATER LEAKING THROUGH MY CEILING from my attic space into a bedroom. After 2 different techs from integrity came out, they diagnosed the reason for the leak was that the existing ductwork we have cannot support the static pressure created by the new unit. TO ADD INSULT TO INJURY, when manager Danny was out pricing the job, he said the original salesman probably didn't mention the ducts "because then the job would have been too expensive and we might not have done it". We feel majorly taken advantage of. They didn't diagnose the problem properly, they gave us advice that was based on poor and incompetent professional diagnosis and delivered services in a unprofessional and dishonest manner resulting in a major financial loss and a now 12k air-conditioning that cannot be used without having water leaking through our plaster ceiling into our bedroom. We relied upon advice from home integrity to make the decision to have services done by them. Not only did they upsell a simple compressor line replacement, but they created a new problem by us now having to replace all of our ductwork or buy a new unit that has proper specifications for our existing ductwork.

  

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */ Contact Name and Title: Sarah / CES Manager Contact Phone: XXXXXXXXXX ext 1062 Contact Email: *************@getbest.com We value your feedback as a customer and look forward to working towards a resolution. Please expect a call from our customer experience manager.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  they will not fix ac unit that they put in

  

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/07/28) */ Contact Name and Title: Sarah / CES Manager Contact Phone: XXXXXXXXXX ext **** Contact Email: *************@getbest.com Thank you for bringing your concerns to our attention. The AC system was install in July 2020. At the time of sale, we present customers with different packages and warranty options. The contract the customer signed is for a 1 year labor warranty and 10 year parts warranty with the manufacturer. A copy is attached to our response. Our team quoted the customer in warranty pricing to replace the blower motor and module. The customer is not responsible for part costs but is responsible for service fees, diagnostics, and labor costs. Our customer experience manager will be contacting the customer to discuss the terms of their AC contract and warranties.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/02/2020 I purchased a new AC unit from Integrity Home. I paid $7500 to have this installed inside and outside replaced. A few weeks after purchase the unit stopped working. They sent someone to the home and said it was fixed. The next year the same thing happened. This year the unit stopped working completely again and flooded my bathroom and adjoining bedroom. The technician came out out to the Home and quoted $2200 plus a $49 visit fee. They gave all these guarantees Of parts being covered up to 10 years But I feel they used effective equipment to make sure that we were relying on them coming back-and-forth to the Home in charging us extra money. I know it's two years later and I can't get my money back but I want them to install an air conditioning system that actually works

  

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/07/08) */ Contact Name and Title: Sarah C. MGR Contact Phone: XXXXXXXXXXX XXXX Contact Email: ************************* Integrity Home Solutions has attempted to reach out to this customer to address their concerns. This customer has not had any annual maintenance on the unit which has caused the unit to stop working. This has been brought to the customers attention during service visits. Management **** continue to reach out to the customer so that we can discuss a resolution. Consumer Response /* (3000, 7, 2022/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please understand my frustration and where I am coming from here. July 2016 we moved into this house. We were using the original system that came with the house. The original system was very old and stopped working. Not once did it flood our house. Within 2 years of installing your system, our house is flooded. I call your company frantic to get resolution every time. I've had 2 service calls since the unit has been installed and have been doing the self maintenance that your technical taught me. The technician that came to our house at 10pm from your company didn't even bother to turn off the system or help assist with any of the water that was still flooding our home. We had another company come out for a quote and not only did they not charge that service fee that my own provider charged, but he turned off the system so the water could stop flooding and tried to help get some of the water out of the system. We were also told that the technology in the system should have an emergency shut off if something is wrong so that water build up does not happen this way. My question is how come our air conditioning "with all new parts" kept running and pushing out water if something was clearly wrong. How come it did not work properly?? I am not an air conditioning expert which is what landed me here. I believed your company and trusted that I was getting something sustainable that would last my family some years. What I have had since having your company is a headache. I did receive your call. This was after I called 2x for a manager to give me a call and had to wait hours for a call back while my house is flooding and my questions pending. I also had already reached out to the BBB and wanted to hear from them. I'm honestly not a bad customer, I just want what I paid for to work. I also don't want any retaliation from your company for doing what is best for my household. Business Response /* (4000, 10, 2022/07/15) */ We are a reputable company and stand behind our work. Our team values the customer's feedback and is sending a technician out today, 7/15/22, to assess the matter.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ON MAY 29TH I HAD A STANDARD PANEL REPLACEMENT, COMPLETE INSTALLATION OF A 150- 200 AMP WITH ALL NEW CICUIT BREAKERS AND PERMIT. THEY NEVER PULLED A PERMIT, ON THE 16TH OF JUNE I HAVE A VOICE MAIL, A WOMAN NAME KELLY FROM INTEGRITY ASSURE ME IT WOULD BE TAKING CARE OF THE NEXT DAY, OR NO LATER THEN THAT THURSDAY. SINCE THEN AFTER CALLING SEVERAL TIMES WITHOUT A CALL BACK FROM HER I WENT TO PASCO COUNTY PERMIT OFFICE, THEY INFORM ME THAT INTEGRITY STILL HAS NOT PULLED A PERMIT. THEY HAVE INSTALL IT AND HAVE BEEN PAID, THIS IS NOT RIGHT. MY REALTER TRIED TO CALL HER TODAY AND WAS TOLD THAT SHE WOULD BE CALLED BACK, ONLY TO GET A CALL SAYING SORRY SHE HAS LEFT FOR THE WEEKEND.... I WOULD LIKE A FULL REFUND SO I CAN CONTACT A COMPANY THAT IS HONEST AND TRUSTFUL BECAUSE THIS COMPANY IS NOT THAT COMPANY.

  

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/07/01) */ Contact Name and Title: Sarah C. MGR Contact Phone: XXX-XXX-XXXX ext1062 Contact Email: *************@getbest.com Integrity Home Solutions attempted to reach the customer to address their concerns. Our direct contact information was sent to the customer via email. Business Response /* (1000, 8, 2022/07/05) */ Integrity Home Solutions is actively working to provide customer with permitting information that was requested. Consumer Response /* (3000, 10, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe Jackie from integrity is trying to resolve my issue with the permit, I was told Chris and Kelly would call this morning and that explanation and the permit would be pulled. As of 3:31 July 5,2022 I still haven't heard from them nor do I have a permit. Business Response /* (4000, 12, 2022/07/06) */ Integrity Home Solutions has a recorded call being placed on 7/5/2022 at 12:04 pm to the customer. There was no answer but a voicemail was left. The customer was provided a direct contact number to our permitting department. Consumer Response /* (2000, 14, 2022/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) On July 8th, Ryan W. and Nathan B. came out and everything changed, they are wonderful, On the 11th, everything was completed. They went way beyond then what I expected. Still have to go thru the inspection, but I can honestly say I feel I have no worries. Thank you.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an AC unit from this company and was told at the time it came with a 10 year warranty for any and all issues...I have had to call on 4 different occasions in the year and half since purchased and was told on the last 2, that the issue was not covered under warranty and I would have to pay out of pocket. One issue which could have caused my home to burn down and most recently, the part and problem " just wasn't covered" !! I have spent close to $10000 and refuse to spend one more dime.

  

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/14) */ Contact Name and Title: Sarah C. MGR Contact Phone: XXXXXXXXXX ext 1087 Contact Email: *************@getbest.com Thank you for bringing this to our attention. We want you to be able to use the equipment you invested in. Our customer experience manager will be contacting you immediately to address your matter.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is not just a mere "review" this is a complaint to report deceitful practices by providing wrong information and making a profit, it is called a SCAM. I need my money back, $485.00 needs to be returned to me immediately! On Christmas day, I noticed that my A/C was not cooling, at all. I knew that I probably had to wait until the next business day due to the fact that it was Christmas and everyone is spending time with their families. Integrity Home Solutions was showing up on my Google search as a company that will come to your home on 24 hour emergency calls and holidays. I called them, and a young girl answered my call. We scheduled the appointment for Monday. On Monday, December 27th, their rep Austin J. shows up at my home at around 9am. I explained that my mobile home is new (I've lived in it 3 and a half years exactly) and so is the A/C unit that has been installed since December 2017. I told him that my A/C unit has never given me problems, that the unit does both cooling and heating, and it has never been serviced. But I keep everything clean so it was not too dirty inside where the compressor sits. The AC was not cooling, that was all. Austin J. first tells me that he has to charge me $89 dollars for showing up at my house and doing the diagnostic. Then, he tells me that he has to charge me $199.00 dollars to do a leak test, while he did the leak test, he told me to go inside to look for the purchase papers of the house and for the copies of my A/C unit. He kept telling me that he needs to verify that my A/C unit was registered and if it had any warranty. When I come outside with some of the purchase papers, which I did not have handy, he tells me that he went ahead and called Goodman, which is a label sitting on the outside of the A/C unit, and that he had just verified that my 3 ton A/C unit was registered and it has 5 years warranty, but there had been 4 years already passed by, so the A/C unit has one more year of parts warranty. I can tell at this point that Austin J. knows was he is doing, he is doing his homework and he did not need any documents from the purchase of my house. God only knows what he did while I went inside to look for what he asked for. I asked him: So, what happened with the leak? Is there a leak, yes or no? He proceeds to tell me: "I have been doing this type of work with A/C units for 9 years, I can see there is oil and the green liquid on the floor." He never fixed it because he wanted me to pay him $1,623.00 dollars for something that was an easy fix. Immediately he starts telling me a story that he still needs to do a leak test, and what he needs to charge me, but also if the leak test is inside the compressor, "which was very possible" that he needed to contact Goodman to obtain the parts that are under warranty but that he was going to have to charge me $1,623 for the labor that costs to repair the leak and the compressor replacement. I was in shock! I said look, I know this A/C unit is brand new, it never gave me any problems. It is just not cooling. Austin J. said to me: we can fix it with a band aid fix which is putting in a bunch of cooling free-on which I have to charge you $285.00 additional. Right there he started to try to sell me a monthly membership of $19.99 that comes out of my credit card on automated payment and with this memberhip they come out to service my A/C unit: clean it, make sure it runs great. The membership will also give me a 10% discount on the full compressor repair. I started to get so upset at the fact that it is now been 2 hours, you have been wasting time with your work truck sitting in front of my house, you are NOT getting anything done to fix my A/C unit nor to make it work but you are selling stuff I really do not need. The guy CHARGED ME $199.00 FOR A LEAK TEST AND $285.00 TO PUT COOLING AGENT IN MY A/C. The A/C was cooling on Monday, on Tuesday night it was not cooling. 24 HOURS LATER ALL THAT GAS HAD ESCAPED BECAUSE HE DID NOT FIX THE LEAK. On Tuesday, December 28th I called the company and started asking key questions to the girl named Jenna who answers the phone there. I told her what was happening to me and to her it was a joke. The girl whispered "Oh My Goawd!" and I said what? Oh my God? I need to speak to a Manager immediately please. I started feeling so disappointed. When I started speaking to the Manager I was polite and I was telling him what is going on. He said well, here we have to charge for our services because our men need to feed their families. I said: Sir, I understand about supporting our families as I also have a family to support and pay bills for, but I am not understanding how I just borrowed $485.00 dollars from credit cards to fix my Air conditioner and it is not working. The manager said: "Well Ma'am, if you want to go ahead and get a Chuck in a Truck company to go repair your unit go ahead and call them, but we are not Chuck in a Truck, we do a variety of services in homes like plumbing, refrigerators, etc. If you want we can get someone out there later today to check it." Later Tuesday came, no one showed up. Austin J. shows up on Wednesday at around 1 or 2 pm knowing that my A/C is not working. I told him the A/C is not working, he said: "Ma'am, you chose the band-aid repair which we did not know how long it was going to last....bla bla bla, I can fix your A/C for $1,623 dollars if the leak is in the compressor. He said do not forget that according to our meeting prices are going up by 20% as of January 1, 2022. I said give me a quote and I can hold the price for another month. I felt that feeling of these people will continue to rip me off. I told him sorry I do not have that kind of money. He left. My A/C was not working. I had to borrow money from AMSCOT to pay another company, who came and told me exactly what was happening, they did a leak test with soapy water and showed me exactly where the leak was. It was a big leak, but it was not on the compressor. This young guy that came to my home showed me every part and told my the compressor is on good condition, it is brand new and well kept. This company has trained their employees with what to say and to create fear in people in order for customers to spend way more than what they have to, to fix Air conditioning. It is not fair to anyone. THIS COMPANY SHOULD NOT BE IN BUSINESS. INTEGRITY SHOULD BE CLOSED DOWN. I noticed how they have people writing good short reviews for them daily, and they go ahead and respond very quickly. Its all lies. You got your cousins and their neighbors trying to fix something you can't because you are stealing from people, your company should pay a big fine for doing this in Hillsborough County! Integrity Home Solutions has no Integrity at all. This business lies to customers in their face to steal money only because they have to feed their families. You never fixed my A/C unit and you need to return the money I gave trusting that you were doing a good job.

  

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/01/21) */ Thank you for bringing this to our attention. We take these matters very serious and are currently reviewing your history with Integrity Home Solutions. Business Response /* (1000, 8, 2022/01/24) */ The consumer has expressed they decline to communicate with Integrity Home Solutions directly and all communication must go through the BBB complaint. Consumer, please advise- an amount or percentage of your refund request and provide documentation to support your refund request. Consumer Response /* (3000, 10, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not want to speak on the phone because I do not want to get into arguments. I wrote in detail what happened to me with Integrity Home Solutions. I am sending you a copy of my two accounts so you can see what was charged on December 27th which was my birthday. The leak was not fixed because representative tried to convince me that he had to charge me $1,623 in labor for the work of repairing a leak near or on the compressor. At that point I realized I needed to call someone else to repair my Ac because I noticed this was not going anywhere. What I consider unrealistic and unfair is how a person shows up to your home and thinks they have the right to charge $485 dollars for not doing absolutely anything to your A/C unit. The leak was not on the compressor. It was near the compressor but on the pipe. I will be adding a video that I took from the other company that truly fixed the problem. The charge on my Chase bank account was $300.99 and the charge on my Capital One credit card was $185.00. I need a full refund, ****** ***** verified everything my unit needed, he even called Goodman to see if compressor had a warranty for him to quote me something I really did not need. My AC unit is just 4years old. Business Response /* (4000, 12, 2022/01/27) */ Integrity Home Solutions is happy to conduct a civil conversation if the customer is willing. We have the invoices the customer was charged by Integrity. Our company is requesting an invoice from the other AC company to verify what the customer is claiming. Typically, we would send a senior tech or field supervisor on site to verify ourselves, however, the customer has already expressed they are not willing to work with our company. Consumer Response /* (3000, 14, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never said I refuse to work with your company. You are making that up. I said I rather communicate through this portal in order to keep our conversation professional because I already tried to communicate with you in the past and you and your team were rude. I also notice a tone in the previous messages that is not amicable. I have never expressed that I do not want to work with Integrity Solutions into solving this matter. I much rather keep it professional through this link. Thank you. Is there anything else you would like to ask? I already submitted the invoice Business Response /* (4000, 16, 2022/02/02) */ After reviewing the invoice from the competitor following Integrity Home Solution's visit, we are unable to issue a refund for the services rendered at this time due to the following reasons: 1. We quoted the same repair as the competitor. 2. Our AC service manager spoke with the customer advising them unless the repair was made, the system would not remain cooling. The customer continued to decline our recommendations. 3. We added refrigerant to get the system cooling temporarily and potentially buy the customer a few days. Our team added refrigerant on 12/27/21 and the customer chose to call another AC company on 12/30/2021 when the system stopped cooling. Integrity Home Solutions will be happy to refund $19.99 for the monthly membership fee if the customer wishes to no longer do business with our company.

*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. ↩