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  Integrity Chimney Service

  303 Donny Dr Roaring Bk Tp, PA 18444-9375

  
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  Integrity Chimney Service

  1335 Mount Cobb Rd Lake Ariel, PA 18436-3213

  

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:08/15/2025

  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.

  Aug 5th 2025 was the install of the Wood stove. ***** the sales guy was out at our home a few weeks prior to tell us all that would be done during this process. We agreed on what Tyley told us but when it came to the install, it wasn't what ***** had to us. My husband and I paid $12,600. for this, and when we spoke to the managers about the install and how it looks horrible and it's unacceptable for the price we paid. They said that the wood stove is functional. We just don't like the fact that, you know, the piping is anesthetically pleasing to look at it.We can't even sell our home with this huge pipe hanging off the back of the house. The managers want us to pay an additional $2000 to have this piping removed and placed elsewhere. We said absolutely not!! We are not paying any more money and we are taking you to court. I wanted to speak to the owner, but they would not allow me to do so. They had no permit to install and I don't even know if it's safe to use.

  Business Response

  Date: 08/21/2025

  To whom it may concern, 

  The chimney and wood stove installed on August 6, ********************************************************************************************************************************************************************** the *** building code and the **** 211 standard for chimneys and vents. I have attached photos of the chimney installation for reference. I have also attached the original estimate for the project, and the final invoice for the work. Both documents explicitly state that the chimney pipe will offset around the *****. That means that this information was communicated to the customer in writing prior to their acceptance of the estimate. Both the estimate and the invoice were signed by the customer.  

  The maximum offset allowed in a solid fuel (wood) chimney installation is 30 degrees. This is the angle that was employed in this chimney installation. It is not possible to reduce the offset further since to do so would either mean using an angle that is beyond what building code allows, or moving the pipe into a position where it no longer meets minimum clearance to combustible requirements. We have installed similar offsets for dozens of customers over many years of experience in the industry, without complaint. This is a common, industry standard, type of installation of a Class A chimney system. Installations that look nearly identical to this can be commonly seen on houses all across the US.  

  Though we do our best to set and maintain clear expectations, it is not possible for us to anticipate and address every specific mis understanding a customer may have around what the final installed product will look like. The information that an offset would be present in the pipe was clearly communicated and was signed off on prior to the start of the project. There was not a way for us to know what the customer expected that off set would look like, or that their expectation would be different from the reality of how this product must be installed. Either way, they are responsible for choosing and signing off on that style of installation. 

  The final product is fully code compliant and was professionally installed by licensed industry experts. We stand behind the work we have done with complete confidence, and are proud of both the look and functionality of the final product. We do regret that the customer is not happy with the appearance of the final product. For this reason we have offered additional proposals to revise the current installation. The proposal would reduce the offset and take the pipe straight through the ***** and through the roof. The price we have quoted for this proposal, plus the original price paid for the work performed, totals out to a lower amount than what we would have charged to install the chimney in this manner in the first place. We have offered this because we do care about the satisfaction of our customers, and we are willing to perform work at a discounted rate in order to work toward this goal. To be clear, these revisions are in no way necessary. The current state of the chimney is what would be considered standard in the industry and in our professional opinion the current configuration is most likely to best serve the needs of the customer. We made reasonable efforts during our first site visit to communicate expectations of what the final product would look like, after which the customer signed off on a written proposal that contained details about what the final product would look like. Since we cannot be held responsible for misconceptions around what a finished product will look like when correctly installed, we can not and will not perform additional work at no cost. 

  Customer Answer

  Date: 08/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23753757
  
  I am rejecting this response because:

  We have another company that is coming out next Monday to go over the entire wood stove and chimney to assess and evaluate before any use of wood stove to make sure that it is safe. I do not accept what they have to say because we were told at the time that the surveyor was at the house, it would look different than what it is now. What this company is trying to do, is to make us pay another $2,000 for them to fix this mistake. We were told by their surveyor ***** that there would be a slight differential in the pipe because of the way the house angles. What ***** did not tell us is that it would stick so far out away from the house that it looks horrendous.

  According to what I had signed previously before they had started installation has pictures that gave us and idea of what it would look like and what I agreed upon, again what they did is not what we agreed upon. We were also told by their own installers that the wood stove should have not been placed next to the water heater as it was stated from their surveyor *****. Their installer also told us that he would not have done it this way. So we do not accept what these people are trying to say or do. The only thing that we will accept is for them to come back out and to fix it the way we ask them to in the beginning of this process.
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/22/2025

  After review with the technician *****, he says that he did not downplay the degree of the offset the chimney has. And that he did not intentionally provide any information that could be interpreted to mean the chimney would look differently than it now does. All verbal discussion prior to the signed proposal is here-say and cannot be validated or verified or proven. We believe the testimony that ***** has provided and we are acting with the understanding that he has told us the truth. 

  After review with the installation technician, Demian, he agrees that he did state he would have done things differently than put the stove where it was put. After further discussion, he regrets saying this because this was a matter of his personal preference and not a matter of safety or building code standards. He agrees with the office, along with ***** and everyone else on staff that the position of the chimney and wood stove is acceptable. 

  There has been no logical explanation given that would justify questioning whether or not the installation is safe to use. Having a different opinion about what is aesthetically pleasing does not give sufficient reason to question the safety of the installation. We are confident that the chimney and wood stove have been installed according to all relevant manufacturer's instructions and requirements along with applicable building codes. Any reputable third party that is educated about wood stove and chimney standards will be able to verify this. 

  The photos the customer has provided are from before the work was completed. The heat shield above the pipe on the inside was not left in this manner. Attached is a time stamped photo showing the way the heatshield was left. It is apparent that the photos provided by the customer are from before the project was completed - our ladders and equipment are clearly visible in the exterior photo, indicating we were still on site working at the time. 

  A wood stove is vented through an 8.5" exterior dimension stainless steel pipe that must be kept inches away from combustible materials as required by building code. We cannot be responsible for a customer's lack of understanding of how such a pipe will appear on an exterior wall. Reasoning on the available information, there was not any good reason for even a ****** to the industry to expect the pipe would not be very noticeable or not take up space. This product is by it's very nature a large, noticeable product. There is no possible less noticeable way to offset around the roof other than the way the product was installed. And this is the product that the customer selected, and then signed off in agreement to having installed. That product was then installed exactly the way it should have been. That choice and any repercussions and/or ramifications of that choice are the customer's responsibility, not the company's. 

  There is nothing measurably wrong with the current installation. There is nothing measurably unusual or non standard about the current installation. There is nothing unacceptable about the appearance of the final product, by any reasonable industry or professional standard. 

  Below is a direct quote from the previously attached invoice:

  "I find and agree that all work performed by Integrity Chimney & Fireplace has been completed in a satisfactory and workmanlike
  manner. I have been given the opportunity to address concerns and/or discrepancies in the work provided, and I either have no such
  concerns or have found no discrepancies or they have been addressed to my satisfaction. My signature here signifies my full and
  final acceptance of all work performed by the contractor."

  This invoice, including this paragraph of text, was signed by the customer upon completion of the work. 

  For these clear, reasonable, and legal reasons, Integrity will not be coerced into doing additional work for free. There is not further discussion to be had in this matter. The offer given by Integrity to modify the chimney in an attempt to make it more visually pleasing to the customer does stand and remains on the table. We do want the customer to be happy with the final product, and that is why we have generated the new proposal at a reduced cost to our standard pricing. The facts of the situation do not justify Integrity doing work without additional cost.
  
  

  Customer Answer

  Date: 08/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23753757
  
  I am rejecting this response because:

  Their surveyor ***** told us one thing and is now saying something different to the company probably because he's afraid he might get fired if he doesn't agree with them. We knew it was our word against his when it came down to this. That still does not take away from their installer saying what he said to us. Now all of a sudden he's agreeing with the company? Probably because he doesn't want to lose his job either.
  The pictures that are shown, are the ones that were left when we kicked their install team off of our roof and out of our backyard. We took those photos within 10 minutes after they left so we could have proof to show people what kind of job they left us with. Now I did not want any money from these people whatsoever all I wanted them to do was to make the piping flush to the house like ***** had told us it would be and how the example looks in the pictures. Now this company is saying to do that we have to give him another $2,000? Why didn't they say that to us when ***** was here walking through the property doing the install, from the reviews online I know this is not ******* first house that he has walked through so why didn't he tell us that it was going to stick out as far as it is? Or that the damage is done underneath the piping? Or the heat shield in the basement? So this is why we are having another company come out on Monday to go over everything to see if it is even safe to use. We are no longer going back and forth with this company as I am planning on taking them to the magistrates and suing them now for what it will cost me for another company to come in and fix their mistake. That is all we wanted them to do was to finish the install and do it correctly not to have their people tell us they wouldn't have done it this way. They even stay in this letter that they sent that he admits saying it. So again werent ooking for money just them to fix the issue I paid over $12,000 for. Now if ***** told us in the very beginning that this was going to have to be on the other side of the house and it would cost us another $2,000 I would have put that money aside for that reason. Now I have asked to speak to the owner of this company multiple times and they refuse to let me talk to him. I don't know why that is? They have this big guarantee that they will do what it takes to make a customer happy but here I am fighting them at the Better Business Bureau to fix their mistake and now trying to take them to court. So I am done answering any more of these messages and I will see them at the magistrates
  
  Regards,
  
  ***** ******