ComplaintsforIntegrity Roofing and Siding

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had them come and do siding and paint it once they were done. They did a great job however the only thing preventing us from giving them 5 stars is the fact that they caused damage to the drywall in our home and the project manager **** had one of the workers come into our home to look at it and he made it worse by putting a hole in our wall. The company said they would fix it. Then when **** came in person he said they wouldn't be replacing the damage due to extra supplies and wood they had to use. This is why companies have insurance. So we tore out that wall to fix it and discovered termite damage which they never told us about when they had the siding off and just covered it up. Now if we would of been told about it we would of fixed it then and had them complete the job. But no they set up a whole new wood supper for any termites that *** still exist. They even took pictures that me and my husband were made aware of after we called them out about the termites. This is wildly unprofessional and we will never use your business agian. We will also warn others about your business because your name is just something you came up with to sound good to customers. We are very disappointed.Update:Go a call based on this negative review and I was supposed to get a call back 2 days after the initial call on the tenth. It is now the 15th of March and I have received no return calls and I have reached out 2 times since the tenth. Not to mention I requested the pictures the workers took of the termite damage so we could go after the state inspector who said he didn't find any wood eating bugs. We haven't received a call back nor any photos from the one side they fixed. So we went with another company that provided paperwork and pictures. Then onto of all of this they fried the outlet outside and didn't say anything so now we have had to call an electrician to fix another one of thier mess **** Receipts and pictures can be provided.

  

  Business response

  08/02/2022

  We appreciate the notification regarding ******************** filed complaint. ****************** has posted her complaint on numerous platforms. Our hope is the BBB can help facilitate a process towards a resolution. We do not agree with her complaint and her statements of calling us an unprofessional company. We did have a discussion with the customer initially back in March of this year about her concerns. The outcome of our conversation was (1) our team disagrees we are responsible for her termite damage; and (2) she wanted to seek legal counsel to *** the inspector of her home because during his inspection he missed she had termites. 
  
  The customer then requested all documentation we had regarding her project. We had informed the customer we needed a couple days to review any information we could share. The customer had been given direct access to a phone number to call ownership and email at any time, hoping to create better lines of communication. We thought it was only prudent to seek advice from our corporate attorney which delayed our response. Before we could respond she posted another review stating untruths about our company. We responded to her review on the platform she chose and stated we looked forward to furthering dialogue and never heard from the customer again. 
  
  Months later, the customer called our office on July 14, 2022. She stated she found our company had damaged electrical outlets. She also stated she would pur*** legal action against our company. A company representative called her back within 24 hours to inform her we were in receipt of her voicemail and it had been forward to management. Within hours we received notice of the complaint filed with BBB. 
  
  Our position remains the same. Our company is not one specializing in termite detection or treatment. Our company did the best they could to inform her we believed she may have had some damaged wood on the exterior of her home in the scope of our work. She approved a change order for us to replace the rotted wood we pointed out to her. She directed our technicians to complete their work. The customer is the authority to allow us to be on property and she requested we complete her job. It is true there was a small puncture in their interior wall. Our team assessed the puncture and made the assessment we were not to blame because the interior wall was compromised by some pre-existing is***. We told her she should have it inspected. The customer then said they had experience with repairing drywall, and they would fix it. The customer at project completion paid in full and we believed she was a satisfied customer.
  
  It is our understanding she then hired another company to fix the interior wall. She stated when they opened the interior wall a termite inspection was completed, and they found a termite infestation. We do not know the extent of what happened next as we were not involved. Regarding the statements on her most recent voicemail stating we damaged any electrical outlets back in February, we do not agree. 
  
  We ask the customer to please stop disparaging our company and blaming us for things we did not do. It is unfortunate her home inspector did not find these pre-existing is***s. We stay committed and dedicated to the community we serve. We never want anyone to have a bad experience with our company. We have been servicing the Bexar County area for over 16 years and do take responsibility and quick action to correct any customer concerns, however when we are not to blame there is no action for us to take. 

  Customer response

  08/08/2022

  Complaint: 17563732
  
  I am rejecting this response because:  To whom it may concern,
  We received  the response  from integrity and are apolled. We did request documentation and were told by the owner in a phone call that we received  that we would get a re embersment  check as well. We NEVER received  I call back nor what we asked for as to why we contacted the BBB in hopes that what the owner said she would give us that we could finally receive  it. The reviews I posted on ****** review of thier company are from each situation  in which we received no response from this company. 
  
  When I called on July 13th not 14th that morning, I had I formed them that the outside outlet as I did in the past once they finished said job and got no resolution then even, was working just fine when we moved in. Thier workers used it then knocked on my front door to inform us it had stopped working. So we opened the garage door for them to use an outlet in our garage. We then contacted our electrician and had to save up before we could get him out here to fix the issue. No company representative  called or reached out to upon this call. The only response I got was an email from the ownersaying they would go through the BBB to handle this.
  
  I know thier company doesn't  specialize  in termites that's what our pest control company is for....duh. But I find it hard to believe that the new company had no problem bring it to our attention and stopped working to wait for us to get them to our house to take care of the situation  and was a huge help to us. Integrity  was the complete opposite. As far as me  giving them" approval to change the order" I did not. By the time the damage that one of thier crew memeber came into our home and caused was done the siding was already on the house and when **** arrived after that following morning to only tell me that they would not be replacing the interior damage that thier worker caused because they replaced wood on the exterior of the home that we did NOT approve. I told ********** would be notifying the office and when I did the receptionist told me she would forward my message. I never received  a call back. So I called agian when the project was completed several times I might add with no response. They got thier money and pay day so to us they acted as though they couldn't be bothered. Almost 2 months after the said project was completed  I received  the call from the female owner who promised to make this right by getting me what I need in regards to pictures of the termite damage and a reimbursement  check that was said infront of several witnesses at the time. I said ok we exchanged information  and up to this point now and the whole reason in a nutshell that I contacted the BBB was because I didn't receive the documents  on the termites I asked for nor the check I was promised when I gave her my information to send it. We just got a jar of cookies in the mail. They are to blame for poor communication, not sending what we requested  as a PAYING customer,no Re embersment  check as she promised, and not holding thier workers responsible  for the damages they caused to our home. All we are asking I'd for the documentation and the check that we were promised almost 6 months ago now. These are the actions that this company needs to take and are refusing to do so.
  

  
  

  
  
  Regards,
  
  *************************

  

  Business response

  09/13/2022

  Dear BBB,
  
  Thank you for the notification regarding ********************* response. Our standard operating procedure when a customer raises a concern related to a refund/reimbursement, is to review all supporting customer documentation making the case our company is responsible. Once this review is completed and it is found our company is responsible, a discount, credit, or partial refund will be assessed and presented to the customer for their acceptance.
  
  We kindly ask for ******************* to submit all documentation to include her contractor's scope of work, written and signed contract, photographs and paid invoice to the BBB from the company she contracted to complete services related to our work. She also indicated in our call her home inspector had not disclosed/found her home had termites. We kindly request ******************* to additionally submit a copy of the inspectors report she referenced in our call.
  
  We look forward to reviewing this documentation.

  Thank you,

  Integrity Roofing and Siding

  
  

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