Complaints

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hired Integrity to clean a slow drain under my basement floor. I used Yelp to help me select a company. Integrity messaged me a quote of $49 (I have a screen shot of the text). Upon arrival they inspected the job and asked for a moment to write up a work order. He then told me it would be around $500!!! I asked about the $49 and was told that was the call-out fee that is charged up front and if the job is performed it would be applied as a credit. I begrudgingly paid the $49 and said that I could not afford the rest. After they left. I posted a 1 star review that indicated how I felt I was misled and asked for a refund. The next day I received a call and was told that if I took down the review they would refund my money. I asked if she had seen the screenshot I provided and she agreed that the text was misleading. I said I wanted a refund and the review is not for sale. Another day has passed and no one has reached out from Integrity. The text clearly states that the fee would be $49 flat rate.

  Business response

  07/16/2024

  ****** has been responded with on several occations. he s not happy about an estimate that was delivered to him, the entire estimate was correct and that 49.oo would go towards the reair if he choose one drain or both. He choose not to have anything done. yes we do charge a 49.00 flat fee to deliver estimates and show up at a designated time of the day. We then look at the problem at hand and write up an estimate for service. The homeowner then has the choice to do it all, select one option, or no option, But even when no option is selected the trip fee still applies.  or if he/she says yes go for it then the 49.00 fee goes towards the work being performed. I hate that he is unhappy and wish him luck in the future. i was the one whom went out there and i was very clear how it worked. Most companies today will charge a truck fee or service call fee when giving estimates. We clearly explain this on the phone and the technician at the home will explain it again. 49.00 is not alot of money, it barely covers the fuel expense on the vehicle not to mention the tech wage,insurance,maintence of the vehicle etc... clearly looking at the invoice the floor drain would of been 175.00, basement drain @ 325.00 main sewer in the basement. This is why we Complete estimates and give you up front pricing before work starts because we dont know your budget, you do. We  take great pride in customer satisafaction and the job being done right the first time.

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Integrity, offered NO upfront explanation that the $49 was only a call out fee. There was never any verbal exchange between us prior to me hiring them to clean my drain. The text I received through YELP clearly states a flat fee and not a call out fee. I received other estimates that day and while some were far ranging prior to seeing the job, a couple were narrower in their estimates. Only Integrity set a $49 flat rate and that is the reason I awarded them the job.

  He seems to think that $49 dollars isn't that much money. Maybe not in his world. 49 dollars to us on a fixed income of now only Social Security is a considerable amount.

  I will call it for what it is; a classic case of "bait and Switch".
   
  Sincerely,
  
  ****** *******

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