Business ProfileforIntegrity Contents Services

Below is the detail of my situation. They came to my property to pack everything up, and stored it until the pack back. Their request for payment in full prior to actually completing the job should have been the first red flag. What happened next was almost comical. On delivery day they showed up with their crew, unpacked everything from their truck and left it in the center of my home. When I confronted them on this they stated it was a national holiday so they had to stop work early. The holiday was Cinco *******. Since that time they have made several other excuses (like contractors in their way, etc.) but the bottom line is they really only worked until 1pm on a Friday.I was furious that they would walk off the job early but they told me their crew celebrates that holiday and since the next day was the weekend they couldnt return for 3 days. I explained the urgency needed to unpack the items and was told that if I could find another crew to unpack the items then they would refund me the difference, which is what I had to do so we could move back into our home as planned.I also had multiple missing items from the home. Getting these items returned was another challenge that took 2 trips, plus one cancelled appointment and nearly another week.I reported all of this to them along with the cost. They told me they would research this and issue a response as quickly as possible. 5 weeks went by and they finally issued a response that they would not be providing a refund and also tried to charge me more money because the previous invoice that was paid in full was no longer accurate.Ultimately everyones experience might be different but I would never take a chance on dealing with these people. The last thing you want when you are trying to deal with so much stress is to also have to double check whether you have all of your stuff, or whether you are being overcharged for things.

******************** account is not factual. I have text messages, photos and emails to back up all of the actual facts:Integrity scheduled the return of ******************** things. He was in a hurry to get his things returned, so he and his family could go to their second home in ********** for the weekend, and this would be the only weekend for 3 weeks, since his kids had sports on the other weekends. **************** asked if we could work over the weekend. We told him we could not, insurance will not pay for that more expensive service, and we did not have the manpower over the weekend - mind you the request came on Friday 5/5/23, the day we are returning the contents Day 1 Pack Back. In an email, my office advised ****************, we could return his furniture in 1 day. The excerpt from the email of Tuesday June 13, 2023 @ 2:02 pm reads, "The furniture portion of the pack back will only take one day." We agreed to take up furniture for **************** that he had purchased to replace ruined furniture. He brought it to our offices, and we took it up to his cabin in **********. We do our best to accommodate our clients.Integrity made every effort to get as much of the ****** contents returned in one day, although it took 4 days to take the items out of the cabin in ********** - a fact **************** was made aware of. We sent 2 trucks full, and 11 technicians to get this accomplished for our client, *****************Upon arriving at the home in **********, we found other trades still working on the repairs to the cabin. This included painters. There was also carpeting shampooing going on, with the carpets being wet. Our on site manager called the office asking what he should do, as no forward motion could take place.We could not access the cabin, as the garage was full of construction debris, drywall pieces all over, and a golf cart in the garage, there was even drywall all over the golf cart. (Photos are available) We called ****************, he did not answer. Approximately 30 minutes went by when we received a response text to our notification of the problem. **************** apologized. He stated the debris and golf cart were supposed to have been moved by the painters who were still working on getting the painting done. Specifically, **************** stated via text, "So frustrating man. Not your problem...but disappointed in the lack of other people finishing their tasks on time as promised...."**************** asked Integrity to clean out the garage, so we could access the house. We did clean out the garage, which caused a significant delay in getting the contents moved into the cabin. We could not risk tracking in the drywall debris into the home. There were times the painting company asked ** to move our trucks, which we did do, causing a slow down in the progress. And there was no electricity onto the cabin, we had to locate the breaker box and turn it on. The carpet shampoo folks had a truck mount that did not require use of the house electricity.We kept in constant contact with ****************, via text, and I have those text messages. We let him know we could not put everything in its proper location due to the wet carpets (again this is documented in texts that I have). **************** then asked ** to put cardboard under the feet of the wood furniture, to which we responded we could not do that, as the cardboard acts as a sponge, it does not block the moisture from the wet carpets. He was kept up to date at all times. We sent him photos of the wet carpets and of the contents when we left for the day, as we could not do anything more at the time due to the wet carpets and wet paint. We laid down carpet shield on the stairs to prevent the dirt from our shoes to be tracked onto the clean wet carpet. We were set to return to return the balance of the contents.It is true **************** told **************** that he was going to hire some local people to move the contents into their proper place over the weekend. He asked if we would pay for it. Integrity's Sr. ** of Operations, ***********************, whom **************** had been communicating with all day, stated, we would not, however, once all of the items were moved back to the ****** cabin in **********, we would credit back any unused funds. As it turned out, upon our audit of the file, there was additional storage fees due on the account, as ********************** had stored the contents for **************** for 5 months but had estimated 3 months, as is industry standard. Not all of the ****** contents were returned on that Friday, Day 1 of the Pack Back. As I mentioned above, we simply could not facilitate a 4 day pack out into a 1 day pack back, it simply wasn't possible, and then it turns out the cabin was not ready.Paying for work in full up front is industry standard. Once we return the contents, we have no recourse outside of the legal realm as we do not possess lien rights. We are an exceptional company with over 150 5 star ratings on social media.None of the issues that arose from the ****** pack back were the fault of Integrity. They were the result of the client wanting to spend time in his second home up north before the home was ready.Integrity offered to credit any outstanding balance **************** owed, which was in the amount of $888.92.

There was trades in the home still at the time they arrived and I was apologetic for that. I had no idea that anyone was there. The carpet cleaners were cleaning only the loft, As the pictures show they didnt unpack anything in any room. It was all piled in either the basement or the living room. If they would have got there and notified me they couldnt finish the job, I would have felt more prepared. Instead, I got a call at 1pm from a friend saying no one was there. When I called *********************** he stated that they left because it was a national holiday. When I asked him what holiday he said Cinco *******. He also backtracked and said that he wouldnt do overtime because the insurance wouldnt pay for it. I reminded him that I paid for all of this out of pocket and then he got quiet and apologized. I explained that I would need to hire help and he said he would credit back any unused funds. My biggest issue here is the fact that they did not do what they promised, they did not complete the last 25% of the job, and now they are refusing to refund anything. The only thing they have offered was to remove an additional bill for $888.92 which no one had advised me of. When I paid them the $32k up front I thought all bills were paid. I just find it shocking that no one the week prior mentioned anything to me about an additional bill for storage. No one has even addressed this with me. What would have happened if I had actually allowed them to return and finish the last 25%. Would it have cost me thousands more. I guess I just expect people to be up front and honest about billing. I would not expect them to just add bills after the fact. It was a traumatic experience having my entire home destroyed during December. I was excited to return to normal, but their lack of execution, communication, and empathy was frustrating. Then to have them ultimately refuse any accountability was just the icing on the cake.