Complaints

This profile includes complaints for Integrity Home Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Integrity Home Solutions

  5904 Hampton Oaks Pkwy Ste C Tampa, FL 33610-9521

  
• 

  Integrity Home Solutions

  1661 Commerce Ave N St Petersburg, FL 33716-4205

• 

  Integrity Home Solutions

  201 E Kennedy Blvd STE 1600 Tampa, FL 33602-5857

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a water heater fixed going on almost three weeks. First they patched it and tried to sell us a inspection package, when the unit shutdown again they tried to tell us the labor was not under warranty and I had to call the *** to find out that everything was under warranty because the unit was not even a year old and we paid almost ***** for it because it was one of the best so advertised by their installer. They determined it was under warranty when confronted and that a part had to be ordered. The *** sent a message to me that the part had shipped to the. With second day delivery, this was on a Wednesday 4/2/25. I have heard nothing from them since so called them today to be told twice the part was not in. First time they never called me back to tell me anything causing me to make another call this time I was told part had not come in and they check daily. When I got home I pulled the tracking number to find out it was delivered Sat 4/5/25@1100am. I called a third time to let them know this and all I got was they would check into it and someone would call me about installing within 48 hrs. Told them unacceptable that we had no hot water at all and the part has been there for two days and no one has attempted to call or anything. We have been treated like because they are not making money off this they dont care if we have to shower in the cold or not. We need help getting this resolved as I am ready to take legal action for their attempts to charge us for repairs under warranty, holding parts instead of installing and lack of consideration for our misery in having to take cold showers and both of us have medical conditions.

  

  Business Response

  Date: 04/18/2025

  Integrity Home Solutions acknowledges the customer's feedback. A technician addressed the reported issue on April 10th. Our customer experience specialist followed up via email to ensure satisfactory resolution, and we have not received any further communication indicating ongoing concerns. This matter is considered resolved.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23173665
  
  I am rejecting this response because even though they finally fixed the unit it took many phone calls and this company failed to respond even after promising to do do.  It needs to go
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/02/2025

  Integrity Home Solutions acknowledges the customer's feedback. As the customer has confirmed the issue is resolved, we now consider this matter closed.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/12/25 Integrity Home Solutions came out to my home to service my Air condition unit at 8:00 AM. Mr. ****** ******* was the *******. Mr. ******* found that my ** lightbulb was out and she stated that it needed to be replace. I said ok, Ms. ******* said that he did not have the part but that he would order the part and it would take 2 to 3 day before it come in and once it come in Integrity would call me to come back out and installed it. He asked me did I want to pay for the part now and I said yes, and I paid with my debt card.On March 19, *********************************************************************************************************************** the system that show the part was order but that he would have the AC Supervisor call me back. No supervisor returned my call March 24, 2025, I called Integrity again, and I got a young lady on the phone and I stated to her that I called last week and I was told if I did not get a call back to call again, I said to the young lady that I paid for a ** to be installed in my AC and I still have not heard anything about the part, she got off the phone and said I am transferring you to the AC Supervisor, I spoke to the Supervisor and he said that he would send some one out on the next day 3/25/25 at 8:00 to install the ** light.March 25, 2025, I received a call at 7:42 stating that they did not have the part but that they would call me once they get it. The Supervisor knew that they did not have the part so I do not know why he straight up lied to me. I am requesting that they come out and install the part ASAP or reimburse me my money back. I paid at total of $1,349.70 for the Service and a year ***************** has so many complaints that have been filed against them I wish I had done my research before I did business with them. Truly the name Integrity mean nothing to them.

  

  Business Response

  Date: 04/11/2025

  Thank you for bringing your experience on March 12th, 2025, to our attention. At Integrity Home Solutions, we value all customer feedback and have thoroughly reviewed your account.
  Our records indicate that this matter has been addressed.
  Should you have any further questions or concerns, please do not hesitate to contact us directly at [Phone Number] or reply to this email. We are committed to ensuring your satisfaction.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are two senior citizens. In September of 2024, we hired Integrity to detect and fix an intermittent leak coming up from under our kitchen cabinets. They sold us an entire re-pipe of our house. Our price included the re-pipe and wall repairs. We made two payments totaling $11,049. Less than a month later, the same leak occurred again, proving that it was not coming from a water supply line. Integrity admitted they had made a mistake by sending an inexperienced plumber to diagnose the problem. That plumber also lied several times about his transaction with us, and it's possible that he oversold us deliberately because everyone in the company is on commission and therefore incentivized to upsell. Integrity claimed they fired that person. Integrity's plumbing manager pleaded with us to let them "make it right" and proposed to fix the actual leak, which was ultimately found to be in the waste arm, and reimburse us for the difference in cost between the two projects. The leak was finally fixed in mid-November and the wall repairs were finally completed in mid-January. During all these months, they refused to give us a quote on the waste arm repair. We called three plumbing companies and learned that this type of repair runs $800-$1200. On 2/6/25, after much pressure, Integrity offered us $4,500 if we signed an agreement to write a positive review online. In all this time, they had never indicated that our reimbursement would be conditional. Also, this would mean we are paying $6,549 for a waste arm replacement, which involved approximately 5-6 hours of labor and about $15 of parts. We expressed that we would not be willing to write a positive review and counter-offered that they reimburse us $8,500. They then cut off all communication. We have made multiple attempts to reach someone in leadership by phone, email and US mail and have gotten nowhere. It is obvious now that they do not intend to own up to their error and reimburse us a fair amount.

  

  Business Response

  Date: 03/24/2025

  Integrity Home Solutions acknowledges the customer's complaint and appreciates the opportunity to respond.
  
  Please be advised that the final refund offer extended to the customer is $4,269.06.
  
  We have conducted a thorough review of all job-related documentation, including notes and records of completed work, to arrive at this final determination.
  
  We respectfully disagree with the customer's characterization of the events and the assertion that they were deliberately oversold.  We made significant efforts to rectify the situation. This included completing the necessary waste arm repair and the previously agreed-upon wall repairs.
  
  The refund offer of $4,269.06 represents a substantial reduction from the original contract price of $13,559.89, effectively a 50% discount. This amount takes into account the remaining balance due of $2,510.49 and the costs associated with the completed re-pipe which is a significant and valuable improvement to the customer's property.
  
  We understand the customer's concerns regarding the initial misdiagnosis and the time taken to resolve the issues. However, we believe the final refund offer is fair and equitable, considering the scope of the work completed and the significant discount provided.
  
  The customer's age is not a factor in our decision-making process. Our focus remains on providing fair and reasonable resolutions based on the facts of the case.
  
  We maintain that we have acted in good faith and have made every effort to address the customer's concerns.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23056496
  
  I am rejecting this response because the company is rewriting history. They sent an inexperienced technician to our house to diagnose a leak, and were embarrassed to admit it,but we allowed him to sell us a re-pipe of our entire house when all we needed was a waste-arm repair. Our initial issue was sour-smelling wastewater with food particles coming up from beneath our kitchen cabinets. That is not caused by water supply lines, which carry clean, unused water. Also, if we had a water line leak, our water bill would have increased, and our water meter would be spinning like crazy. 

  After Integrity re-piped our entire house, the sour-smelling wastewater with food particles was still there. At that point Integrity's plumbing manager came out to our home and promised to reimburse us for the re-pipe minus the cost of the waste-arm project,because he had determined the obvious: that the re-pipe had been done in error. He claimed that an investigation was done at the company, and the technician who sold us the re-pipe had lied about it and was fired. Next, we waited several more weeks for the waste-arm repair, washing our dishes in the garage, when we could have had any plumbing company come out and fix it within a day.  Then we waited two more months for Integrity to fix 10 holes in our walls and three new bathroom vanities as part of the unnecessary re-pipe -- a four-month nightmare for one leak.

  The company now refuses to honor the plumbing managers promise and claims they fired him. It is not the customer's problem if their technicians and plumbing managers don't meet the company's expectations, and we should not be made to eat that. They also claim that we should be thankful that we have a re-piped house. Well, we didnt NEED a re-piped house, and we were not interested in spending $11,049 on something we didnt need. And now they have the nerve to claim theres a balance owed for the waste-arm project, for which we have never even received a quote, a contract or an invoice.  Despite asking several times, we also never received photos or videos proving that we needed a re-pipe, which is common practice.

  Our position is that we should not have to pay a cent for their mistake, but this a company that is digging its heels in and refusing to own up to it. We relied on the plumbing manager's word as a management representative of the company and never expected that the company would reneg on this. The two attorneys we consulted with told us the reason they can be this difficult is because of the arbitration clause in their contract, which makes it impossible for customers to take legal action against them. 

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

  

  Business Response

  Date: 03/25/2025

  Integrity Home Solutions acknowledges your continued concerns and appreciates the opportunity to provide further clarification.

  We understand your disappointment regarding the timeline of the repairs and the communication issues you experienced. We have taken steps to address these internal issues to prevent similar occurrences in the future.
  
  However, we maintain that the re-piping project was a separate, completed service that added significant value to your property. The refund offer reflects a substantial discount accounting for the services rendered.
  
  Regarding the arbitration clause, it is a standard contractual provision designed to provide an efficient and cost-effective method for resolving disputes.
  
  We remain committed to resolving this matter amicably. We believe the final refund offer of $4,269.06 and waiving the remaining balance due of $2,510.49 is a fair and equitable solution. 

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired integrity for multiple projects repairing things after ******. They sold me an AC in October. They have not installed the condenser up to code and I'm call and email them weekly. They will ignore my contact attempts for a week or more at times and still have not completed the installation properly. I cannot move forward with other repairs until the city signs off on this.

  

  Business Response

  Date: 03/24/2025

  Integrity Home Solutions acknowledges the customer's complaint regarding the ** installation.
  
  We wish to inform the BBB and the customer that we have made attempts to contact the customer directly to discuss this matter and schedule the necessary corrective action.
  
  Specifically, we left a voicemail message for the customer on 3/24/2025 and sent an email on 3/24/2025.
  
  We are committed to resolving this issue promptly and ensuring the ** installation is completed to the required code standards. We understand the customer's frustration and the impact this has on their ability to proceed with other repairs.
  
  We kindly request that the customer respond to our voicemail or email so we can schedule a time to address their concerns and finalize the installation.
  
  We are prepared to work diligently with the customer and the city to ensure the project is completed to their satisfaction and in compliance with all relevant regulations.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23051890
  
  I am rejecting this response because: the completion of the ** installation/inspection has not been taken care of.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/02/2025

  Integrity Home Solutions appreciates the continued feedback. Reinspection is scheduled for tomorrow 4/3/2025.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23051890
  
  
  I've asked for the permit for the water heater to be cleared so I can pull the next permit in the process of repairing my house. I have called, emailed, and left messages about this matter with no legitimate responses. It's a relatively simple request and the customer ********************** is non existant. I cannot complete any further consturction until they release this permit that was already signed off on. I've asked more than 10 times now.

  

  Business Response

  Date: 04/18/2025

  Please be advised that this complaint is a duplicate of Complaint ID: ********.
  

  Our Customer Experience Supervisor, ******, has been in direct and consistent contact with the customer regarding this matter, along with AC and Plumbing management.
  

  The primary factor influencing the timeline for resolution is the processing of a request by the county, which is outside the direct control of ***** *** Services.
  

  We are actively working to facilitate this process and will continue to keep the customer informed of any updates through our ongoing communication with ******.

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Three weeks ago, we reached out to Integrity for a plumbing leak. Had to pay $750 for leak detection service, with the understanding that the $750 would be applied to the invoice if we moved forward with repair. Repairs completed; $750 not credited. Then discovered the leak wasn't fixed, issued a new estimate for further repair. Agreed to scope and price paid $3000 deposit; plumber showed up and all of a sudden it was going to be much more involved/much more expensive. Declined to move forward. Have reached out to "Integrity" (they do not live up to their name) multiple times about refund of deposit and overcharge. Am unable to get a return call.

  

  Business Response

  Date: 03/10/2025

  Integrity Home solutions appreciates the customer's feedback. We spoke with the customer and a refund has been issued. Attached are the invoices. 

  Customer Answer

  Date: 03/13/2025

   
  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. Both refunds were received as of yesterday.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They do not keep track of their paperwork. An air conditioning permit issued in 2022 was not closed when a $9,000 air conditioner was installed. I discovered this by the title company while selling my mother's house, which had passed away several months prior. After explaining the situation to **** (who called me after finding out) and informing him that there will be no power the next day and that I will no longer be the owner after today, it was still stated, "Oh I see" and "that is going to be an issue," but in order to resolve this issue, an appointment must be made for someone to come out at a later date. This company is extremely frustrating; they fail to maintain their documentation, invoices, and communication, and the management team has no interest in assisting you if you do not use your bank card. I am telling you not to do it.Speaking of the management team, when you request to speak with a manager, ***** does not respect you as a customer by telling the dispatcher that it is not her department. It feels like you have to overcome insurmountable obstacles just to resolve a problem that they mishandled for two years!!!After being told by **** to make an appointment online for someone to come out, I sat outside on tech for 5 hours only to be told after calling for an *** that a regular a/c tech is unable to inspect the work that needed to be done. After hearing this, I discovered that my appointment had been moved and canceled three times, but they chose not to notify me of the changes, despite receiving text messages stating that the tech was running late and that they appreciated my patience.Key points with this company:Incapable No communication No accurate appointment updates Management team is useless Online scheduling system or actual scheduler is pointless Unfortunately now, money is being held back from me until this permit is closed, which was issued two years ago, because integrity is lacking integrity in their business practices.

  

  Business Response

  Date: 03/03/2025

  We value your feedback and appreciate you bringing this to our attention. We sincerely apologize for the oversight regarding the permitting issue on your mother's property. We understand your frustration and regret any inconvenience this may have caused, especially during an already difficult time. As soon as we were made aware of the situation, we took immediate action to rectify it. We have been working diligently with the relevant authorities to ensure the permit is closed out as quickly as possible. A final inspection is scheduled for March 6, 2025, with the title company, which should resolve the matter completely.  While we strive for excellence in all areas of our business, including administrative processes, it appears we fell short in this instance. We are taking steps to improve our record-keeping and communication procedures to prevent similar situations from occurring in the future. We acknowledge your concerns regarding our management team's responsiveness. We are addressing this internally to ensure all customer inquiries are handled with the utmost respect and efficiency. While we understand your disappointment, we hope you can appreciate that we acted swiftly to resolve the issue once it was brought to our attention. We are committed to learning from this experience and continuously improving our services.

  Customer Answer

  Date: 03/09/2025

   
  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

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** ***** should arrive to our rental property at 12:30pm but he arrived at 11:30am. He arrived half an hour ahead of my husband arrive there to meet with him. We called this company for a slow leaking on outside wall but this is he did: he asked tenants call me and said we need to install water filter and the water is the worst. I was so confused for whats going on. Finally my husband experienced like this: this water filter sales person in this company named as a plumber arrived earlier purposely to test the water without any our permission or work request; told our tenants the Plant City water is the worst in this world and will have kidney disease and worse. The tenants and this sale ****** ***** pushed to install a water softener but didnt provide any invoice or any paperwork for; tried to charge multiple time for extra $3375 without permission of the card owner. I called the company multiple time to request the manager call back about ****** unethic work which created cost and tense between me as landlord and tenants but nobody of this company called back after 10 days waiting. I called the office now and the office woman said: our managers are very busy and call us back when you feel better. This is a non-ethic business and cheating!

  

  Business Response

  Date: 02/03/2025

  We understand your concerns regarding the recent service call at your rental property. We value your feedback and take all customer concerns seriously.
  
  Regarding the technician's arrival time: We understand that our technicians are typically given a 4-hour service window to accommodate scheduling and traffic. In this case, it appears that the technician, ****** *****, arrived within the scheduled service window.
  
  Regarding the water testing and filter recommendations: Our technicians are trained to assess water quality as part of their service. Water testing is a standard procedure to identify potential issues and recommend appropriate solutions. However, we understand that the technician's communication regarding the water quality and the need for a water filter may not have been conveyed effectively.
  
  We sincerely apologize for any inconvenience or discomfort this may have caused. We will use this feedback to improve our technician's communication skills and ensure that all recommendations are presented clearly and professionally.
  
  Regarding the alleged unauthorized charges: We have investigated this matter internally and found no evidence of unauthorized charges to your account. We will continue to investigate this matter further to ensure the accuracy of all billing records.
  
  We understand that this situation has caused frustration and tension. We apologize for the delay in our response to your inquiries. We will strive to improve our communication and response times to all customer concerns.
  
  We value your business.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22852138
  
  I am rejecting this response because:

  he time window for this matter starts from 12:30 onward.
  No one authorized you to test the water or make any modifications that could damage the system.
  I requested a water test report based on ******* statement to our tenants and neighbors, claiming that the water is the worst. Since this is public water and not a private source, we need to submit the report to the ********************* for further investigation. I have not received it yet.
  ****** told our tenants and neighbors that this public water could cause kidney failure. I requested medical evidence and a causal analysis to support this claim, but I have not received any documentation from you.
  I also requested proof that the unrequested water filteron which ****** earns a commissionwill prevent kidney failure and resolve the alleged health risks associated with city water.
  I provided proof of two separate charges, with the second being unauthorized. I declined it when my bank emailed me for confirmation.
  Your continued lack of professional ethics and honesty is unacceptable. The rest is irrelevant.
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 02/04/2025

  Integrity Home Solutions appreciates the customer's feedback. Regarding the ********************** window: Our standard service windows are typically 8-10 AM, 10 AM-2 PM, and 2-6 PM. We do not schedule appointments with specific start times.
  Regarding the technician's statements: We have reviewed the technician's service notes and found no record of the statements attributed to him regarding the water quality and potential health risks.
  Regarding the water test: Water testing is a standard procedure in our industry to assess potential issues and recommend appropriate solutions. However, we understand that the technician's communication regarding the water quality and the need for a water filter may not have been conveyed effectively or accurately from your tenants.
  Regarding the unauthorized charges: We have investigated this matter internally and found no evidence of unauthorized charges to your account.
  We understand your concerns about the technician's conduct and the accuracy of the information provided. We will use this feedback to improve our technician training and communication protocols.

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After having a new HVAC system installed in July 2024, we were having some issues with the wiring of the thermostat. We called the original installation company as well as Integrity Home solutions and ended up going with Integrity as the option for a bluetooth thermostat was given. After they installed this, they told us we would need a new control board on our unit as we were only getting cool air and no heat. We proceeded to order this and when they came back to install it, they told me a sensor in the unit was broken as well. We called for a second opinion since we did not trust this and when the second opinion looked at our unit and thermostat, they informed us that the thermostat was not installed correctly and that was why we could not get hot air, it had nothing to do with the control board like Integrity stated. The second opinion company then proceeded to look at the unit and informed us that outside of the improper thermostat installation, the control board was also installed incorrectly and had never been programmed so that was why it was not working. They also found that the broken sensor Integrity told me about had been cut and disconnected, likely by them, whether it was intentional or just pure lack of a good job is unclear. Overall, Integrity installed my thermostat incorrectly which led to needing a new control board that was also installed incorrectly. This finally led to our broken sensor that was never broken and just had a wire cut. Integrity claimed the new sensor that I needed to buy would take 10 days to arrive, however, the second opinion company got my unit back up and running that same day with no additional parts required.

  

  Business Response

  Date: 12/18/2024

  Integrity Home Solutions values customer feedback and takes all concerns seriously. To thoroughly investigate your claim, we would greatly appreciate it if you could provide us with a copy of the invoice from the other company. We want to assure you that we would never intentionally compromise the integrity of a customer's system. We are committed to providing high-quality service and ensuring customer satisfaction. We look forward to reviewing the information and addressing your concerns promptly.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22653726
  
  I am rejecting this response because: As explained previously, there were no issues with the ** so we do not have an invoice from the other company because nothing was repaired or paid for. I have now called integrity 3 times and each time, they have told me someone will call back. No one has been calling back and the service has been extremely disappointing as we are requesting a refund for labor only due to improper installation. We kept the thermostat and had the other company properly set it up, free of charge, so we are happy to pay for the actual equipment but we would like to actually speak with someone who will help us. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 01/02/2025

  Integrity Home Solutions appreciates the customer's feedback. Industry standard practice for any reputable service provider, regardless of whether services were complimentary, is to issue an invoice detailing the work performed. In the absence of a formal invoice from the competing service provider that explicitly states a misdiagnosis by our company, we are unable to substantiate such a claim and therefore cannot offer any refunds.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22653726
  
  I am rejecting this response because:
  I have attached the documentation from the other company. This is what they provided us with and it details the fixes they made that Integrity failed to do.

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

  

  Business Response

  Date: 01/14/2025

  We understand your concerns and have carefully reviewed the service records, technician notes, and diagnostic findings related to your case and competitor invoice. Our technicians conducted a thorough inspection of your AC system, following our standard diagnostic procedures.  Based on these tests, the diagnosis indicated a new control board was needed. The necessary repairs/replacements were then performed as outlined in the service agreement you authorized.
  While we understand you may have received a differing opinion regarding the cause of the issue, we have found no evidence within our records or diagnostic data to support a misdiagnosis on our part. Our technician's findings were documented at the time of service, and the performed repairs addressed the identified problems.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Problem #1 On 10/14/2023 I signed to have new ducting replaced in my home. I was told on top of the 10 yr manufacture warranty I would get a 1 year service warranty. I questioned the present tech on site at the time with "I just purchased a $***** maintenance plan, so the 1 year warranty will tack in to the end of the current one and he said yes, not the case. They said the warranty that was courtesy would have went into effect on the day I signed for the ducting work. They are saying that it would not tack on to the end now and I paid for a warranty that was useless because it was covered by a courtesy warranty so I paid ***** and only recieved a portion of my services. Problem #2 An inspection was conducted in February of 2024 to certify and close the permitting process. After no technician returned to my house, Integrity home solutions did not contact me to follow up. In fact I let them know the only thing the inspector told me was some insulation was not placed back where it needed to be. I was told the inspection still failed in Feb. now I'm November in which the tech came to observe and repair the issues. I also has a private home inspector in less than 10 min after the tech left and his finding is were as follows: Pages 23 and 24: Resolve the issue of standing water observed in the emergency float line system. Ensure the drainage line is functioning and draining properly.Mold Inspection: Conduct an inspection for mold. If any mold is detected, the ductwork should be professionally cleaned. There was standing water in the pan and mold due to longstanding water and the tech from Home Integrity solution did not notice or observe and let homeowner or his dispatch know of any such issues. I would like a refund on the ***** warranty I purchased prior to the installation of ducting. I want all repairs to be made and the mold issue to be resolved the line to be cleared, and $2000 returned for the failed inspection and hazard the company left me and my family in.

  

  Business Response

  Date: 12/03/2024

  Integrity Home Solutions appreciates the customer's feedback. We have completed a duct cleaning and UV light install for the customer at no cost. Mold testing is scheduled for 12/05/24 at no cost for the customer. 

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Integrity quoted a shower repair and dry wall, this was quoted an easy 1 to 2 day repair. When we finally got a technician to repair it. And I state it that way due to receiving text notification a technician would be arriving on previous days with no one showing. The tech shared that the person who quoted the job was no longer there and he started the job. He was unable to finish that evening. The next day around noon I finally called to find out when a tech would return. Dispatch had moved our job as a low priority. The plumbing manager, ******* went on to blame the tech, the management turnover that is currently cleaning house. Needless to say, after the second day of work being done and issues occurring the manager came and guaranteed he would get it figured out. That was over 3 weeks ago. When we called to speak with GM, we were told we could only leave a message. 4 days later we called to get our shower head back they cut out and took. We have been informed we just have to wait until the ** decides to call us sometime next week. Their parent company **** service partners will not return calls either.

  

  Business Response

  Date: 11/20/2024

  Integrity Home Solutions appreciates the customer's feedback. ******************** has tried reaching out to customer by phone, we left a voicemail and also by email. We have received no response. We would like to resolve this with the customer. 

   

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22560916
  
  I am rejecting this response because:

  We called on Tuesday morning, we had not received a phone call. My partner spoke with *******. He told us they would return our pipe fitting either Tuesday or Wednesday and promised a call back. He also made sure to let us know that our complaints to higher management are making us a problem job. He once again blamed the tech for taking the job and ****** for not giving them product support. We did not receive a call Tuesday. We called Wednesday and were dodged by both the plumbing manager and ****** the customer service supervisor. Their response is only for show because they do not actually communicate with the customer yet want to maintain the appearance of service. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/21/2024

  Integrity Home Solutions appreciates the customer's feedback. The Customer Experience Supervisor was out of the office by 2pm but returned his call today and there was no answer and she left a voicemail.  We sent an email to schedule a call. Waiting to hear back via phone or email from customer.