Complaints

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:10/31/2024

  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 an unresolved financial claim with Integrity Exterior Solutions (IES) due to two roofing installation defects caused by faulty work done by their company. (While the roof installation was done in September 2018, the defects were not discovered until 2024, so this is a recent problem for which I am seeking the BBB's assistance.) Note: full explanation will be in attached documentation) When IES installed the new roof on my home, the installation crew failed to replace and actually omitted the previously-existing dryer vent. Additionally, metal clips for the vent pipe cover were broken. The dryer vent was not replaced, and in the space where a vent should be, they instead shingled over it. With no way to vent lint and heat from the dryer, this created a serious fire hazard, which was discovered on Thursday, September 12, 2024 by a technician from ****** ******* *** **** who had come to do some work for the townhome next door (and with whom I share a roof). Upon being alerted to this serious safety defect, we contacted Integrity Exterior Solutions to report the problem as well as to tell them about the faulty clips problem I had fixed in June 2024. The owner of IES, *** ***** stated to me on Thursday, September 19, 2024 that "we will make it right" when he visited with me in person about the defect in roofing installation on my home. I then hired ****** ******* *** *** to do the necessary work to rectify the defect caused by failure to install the proper roof dryer vent. That work was completed by ******* and I paid $160.88 to them. Previous to that, in June 2024 I had hired another contractor, **** ***** of ******** ********, to replace the faulty clips that had previously been discovered. For that work, I paid *** ***** $322.50.

  

  Business Response

  Date: 11/04/2024

  Worked this one out with the customer he said he would retract the complaint can the bbb reach out to him and verify to get it removed please the complaint # is 

  

  Business Response

  Date: 11/11/2024

  I’m not sure what number you have, but the number on top of this text is the one I was talking to him on. Also, if you can read the text, he is satisfied with the outcome. He said he tried to reach out to Bbb to get it removed.

  Customer Answer

  Date: 11/11/2024

  
  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

  Date:09/20/2024

  Type:Order 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.

  The date was 9/4/24. I had gotten a free estimate to do my siding and the guy that did my estimate told me he had financing options that i would have have 12 months 0 interest and i told him i wanted to get other estimates and he became real pushy so i finally agreed after he said it would be done in 6 weeks. after giving him 8900 down i didnt hear from him for a week and when i did he told me i needed to apply for a credit card for the remaining balance before they can start, when originally he told me they do the financing. Then i got a call back from them after asking for my money back and they gave me financing through them but no 0 interest for 12 months. instead its 10 percent interest the whole 5 year term. when i asked how soon they will start he told me its going to be a couple weeks out so they wont be done in the 6 week period like i was told. i havnt signed the agreement for the loan yet because when i was reading it over it said windows and doors and thats not what i was having done. i just want my money i already gave them back and find someone else i will try to attach the paper i did sign when i gave them the down payment.

  

  Business Response

  Date: 10/02/2024

  We have rectified the issue with the customer she said she would retract the complaint if you can contact her to do so that would be great. Call me if you have any questions *** ************

  Customer Answer

  Date: 10/02/2024

  they contacted me, apologized, and we came to an agreement. 

• Initial Complaint

  Date:05/01/2024

  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.

  New windows were installed in my home 5 months ago. one had ice on the inside of the room this winter. After numerous calls to Integrity Exterior Solutions, a man was sent to remedy the problem. He removed interior trim, breaking it in the process. He said the ice formation was due to lack of insulation. He use a spray foam around window then left to pick up new trim. He had no saw with which to cut the trim but proceeded anyway with a dremel-like device. He apparently attempted to stain the trim but didnt allow it to dry before handling trim. Trim has globs of stain and finger prints all over making it look like animal print! He left stain on ceiling & adjoining cabinets as well as counter top. The mitered corners are rough & not well fitted. He had no shop vac so used a whisk broom to sweep large debris. Leaving insulation & other debris on counter, sink, floor. After complaining to ***, i was told this worker was the best and would return to fix the problems he created! I declined, not willing to incur bigger problems

  

  Business Response

  Date: 05/01/2024

  Ruth, when we spoke yesterday, I said I would send my best crew out there to get this fixed correctly. I apologize for him handling it that way.

• Initial Complaint

  Date:04/19/2023

  Type:Customer Service 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.

  Last February, 2023, a representative from Integrity Exterior Solutions, Inc. made a bid on our house to put new siding on it and a shed in the back. We accepted the bid and paid down half the amount to purchase the necessary siding. The representative even left his book here. The deal was that they would get it done sometime in the early Spring. Since that day, I have not heard a single word from the company about the job or when to expect the job to start. They did send me another billing, but I did not pay it. I have since called them repeatedly, sent them emails, and even stopped by the office once. There I was assured that someone would soon contact me. It's been over a week and no one has contacted me. They do have a large sum of my money, however.

  Customer Answer

  Date: 04/19/2023

  Dan got ahold of me this morning. There had been a mix up regarding our phones. He'd actually been tryin to get a hold of me for some time. So, we are back on track.

  I withdraw the complaint at this time.

• Initial Complaint

  Date:06/22/2022

  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.

  One of the reasons I decided to go with this company in the first place was because of the warranty, although I hoped to never have to need it. In January of this year, I contacted them because we noticed a crack in one of the bedroom windows. I was pleasantly surprised because the person I contacted got back to me right away and got the window ordered. (A definite plus since the original install took months and several complaints to get to happen. I thought the business ethics had changed for the better. I was wrong!). I then contacted them for updates several times in March and April. My first inquiry was answered right away, then nothing. I finally emailed on June 8, and got the "owner" Tom, who said he would check in to things and get back to me. I have not heard anything. I did email him back...I am just so frustrated that they are not holding up their end of their "lifetime warranty". I am tired of having to reach out to find out the status of my order, only to be met by crickets! I am not going to spend another penny on this company. I spent a lot of money originally and am still making payments (although they have every penny of their money). I honestly do not think anything was ordered for me, they don't have the window, and they will not get in touch with me at any point. I'm done dealing with them directly. They are a ******** business that does not deserve the *** rating, or whatever it is, on BBB, they deserve a 1 at best. I would like an adjustment to the finance company of the remainder of what I owe.

  

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/06/22) */ Betsy, We have ordered your replacement sash to repair the warranty issue. We apologize for not getting back to you as we where waiting to hear back from our supplier and never did. We Contacted them again today and they are telling us it will be another few weeks. Consumer Response /* (2000, 7, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand in this day and age that things are taking much longer to come in when they are ordered, however, at this point apologizing for not getting back to me is just not enough. I had this problem with them in the beginning when I first ordered my windows, and had to resort to a complaint here to get them to respond. Again, I find myself having to resort to a formal complaint to get any sort of answer. I find it hard to believe that, if the replacement was really ordered in January as I was told, that it has taken this long...7 months when all is said and done, possibly more!! At this point, I do not feel I can do anything but accept their response, but I am leery that I will not hear back from them and I will have to reach out again, which just fuels my dissatisfaction with the whole situation. They need to honor their warranty, but I will not be contacting them for any further work, for the other windows we will be replacing later this year, I will contact a more reputable company.