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:02/05/2025

  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.

  Company refuses to expedite work order to replace hvac compressor even though we care for a baby that has tracheostomy and gtube. The home is very hot. They refuse to expedite work order and are rude and unprofessional. They do not want to cooperate. We need this compressor asap so the home can be cool again for the baby.

  Business Response

  Date: 02/05/2025

  Good afternoon.  The customer is a customer of a home warranty company, 2-10 home buyers warranty.  They have an authorization process that takes time.  That being said, the compressor is under manufacturer's warranty and is coming from the factory.  There is no way/process to expedite factory shipping, further compressors (the part they need) are ground shipped.  We have assured the customer that we will get the part installed on the day we receive it or the following business day depending on what time it arrives.  Unfortunately there is no way for us to resolve their issue until the part arrives.  

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising 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.

  Contractor replaced ac unit for $7500 . Within 1.5 years unit randomly stops working. Company sent employee out and says we need another $4k in new air ducts. Had 2 other companies inspect, ducts are ok. Company charged me for undersized 2.5 ton unit but should have installed 3 ton unit. Unit runs non stop and doesnt get a break. No response from owner. Was a referral. I also paid for them to come out and maintain unit.

  Business Response

  Date: 08/06/2024

  Good morning.  We have spoken with the customer he has  informed us that he would like to withdraw his complaint but is unsure how to do that.  Can you please assist him?  Thank you

• Initial Complaint

  Date:07/08/2024

  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.

  Again, my wife and I moved down from ** to **********. Retired school teachers in the 70s. Both have health issues. Both has had many operations. I'm recovering from TI strokes and heart attacks. This company installed this unit couple years ago according previous owner. They sent out very nice young man. After three attempts it works for a short while and stops. Why should two senior citizens go through this? We've been living here inside house for little over a week. This event has us thing, all businesses this bad in *******. Or should I just look for better train company. Just not fair.

  Business Response

  Date: 07/09/2024

  Good afternoon.  On July 5th at around 2:30 pm the customer contacted our office for service.  We we able to offer same day service and our technician arrived at 3pm and completed the work around 4:30pm. Once our work was complete on 7/5 the customer's unit was operating to factory specs.  On July 6th around 7:30 am the customer called our emergency answering service and stated the unit was down again.  All warranty work is provided during normal business hours, however, we made an exception to that policy and had our tech out on 7/6 ( a weekend) at around 4 and again, when the tech left the unit was working.  The homeowner was very rude about the age of the technician and initially did not want him back out on the 6th but when he learned that was the only on call technician he accepted.  Throughout the day on Sunday 7/7 we received conflicting calls and emails stating that the unit was not working, working, and down again.  At this point the customer demanded a senior technician after hours to come out on a weekend and we had none available.  He then threatened BBB complaints and law suits via his niece who is an attorney.  The first business day after these threats, 7/8 we had a supervisor contact the homeowner and explain our policies regarding after hours and scheduled a third visit, at no charge, same day, and had our tech and a field supervisor out on 7/8 at about 4pm.  Between 11am 7/8 and 4pm we continued to receive phone calls and voicemails threatening litigation and a second BBB complaint.  At 4pm We repaired his air, without additional charge in every effort to satisfy him. To be clear, at the time of his complaint we had only been to his home twice.  So a total of three days lapsed from his first appointment to final resolution.  I'm not sure what better customer service could have been provided in this circumstance but we had already resolved the issue before we even received the BBB complaint.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21952990
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/10/2023

  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.

  This is a complaint about integrity air conditioning services and American home shield. Its Wednesday 8/9/23 during a heat wave in *******. I have American Home Shield warranty on my home appliances. I reported issues with my ** on Tuesday, they sent a tech, 2 days later (friday). The contractor (technician) was from Integrity ** services to check it. Friday morning (11am) the technician checked the ** and determined the compressor needed replacement. He left by 12pm. Before leaving he told me it would take them ***** hours to send American Home shield the report for replacement, pricing etc. This was Friday at 11am. Today is Wednesday and neither American Home Shield or Integrity have replaced my ** compressor. I have been told by American Home shield that Integrity has not sent them the report/pricing of the compressor and that integrity told them they came Friday after hours (which is not true). Its Wednesday and all American home shield tells me is that they are waiting on integrity report with estimate. I know people that work in the ** field, it does not take 3 days to get an estimate on a a part. Integrity says they cant get a hold of the manufacturer and they don't have an estimated of when this will happen. American home shield said they are waiting. meanwhile its extremely hot in my house with the heat wave. American home shield can replace the unit given this issue, yet, they choose not to, and wait. My husband and I work from home and have visitors yet these companies, especially american home shield seem to not even care about it.

  Business Response

  Date: 08/10/2023

  This customer is a home warranty customer. They are serviced within the terms of their contract with the home warranty company, and the home warranty company requires certain pieces of information form suppliers (and we have no control over those suppliers turn around times) prior to authorizing any claim. We have serviced within the guidelines of their contract with the home warranty company. Authorization was submitted yesterday for approval from their home warranty company. Once we receive approval from the home warranty company and confirmation that the customer is willing to pay any non-covered costs, we order the part. The home warranty company is not an emergency service company and is designed to save the homeowner money. We are servicing them within those parameters, and as soon as we receive the part and the proper authorizations, we will schedule to install their part.

• Initial Complaint

  Date:05/10/2023

  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.

  Had Integrity air condition come to home on 05/05 /23 to service my air conditioner as per my service contract with American Home Shield Things prior to the service call I wanted to be proactive and make sure my hvac system is cooling properly and wanted it service do to the upcoming summer months, (the system fan cover was also rattling ) Service tech came to my home looked at my unit ,after 10 minutes or so told me my system is cooling and working fine , she proceeded with her evaluation and when she was attempting to put gauges on my unit to check the pressure she stripped the treads on my shadder valve and release all my refrigerant leaving me with no cold air and then proceed to lie to me that my unit was leaking refrigerant and now will be getting hot air and there is nothing he can do at this time because she needed authorized by the service provider to make the repair the unit was working fine before her arrival and filled with refrigerant-all I want the is unit fixed as she found it before her evaluation, I spoke with ***** the owner of the company and told him what happened that the service tech stripped the valve releasing the pressure and now i have hot air , his response he wanted the service provider to fix the part they broke- its been now six days without air conditioning and it 88 degrees in my home this company needs to stand up and repair the item they broke and getting my systemin working condition as prior to their service call to my home

  Business Response

  Date: 05/24/2023

  As stated in this complaint the customer is a home warranty customer. When they called to schedule service they stated they had cold air blowing out of the condenser (this is not normal, it should be warm air), the unit was making a lot of noise outside, and their electric bill was high.  the customer's statement about the unit working fine and him only wanting to be "proactive" goes against both what we were told and what the home warranty company was told has been documented with time stamps in both software systems.  When our tech arrived to the home the unit was found to be in poor condition and when she attempted to put her gauges on the system she found the core threads were stripped, which did not allow the technician to complete any repairs.  The technician also found the evap coil to be impacted with biogrowth.  As we were contracted through the home warranty company we are required to document our findings with them for approval or denial.  The home warranty company did approve the repairs to the valve but did not cover the evaporator coils due to their condition.  We have been willing to complete the repairs covered by the home warranty company but the customer would be responsible for the out of pocket costs for the non covered repairs for the evaporator coil.  The home warranty company has also offered financial compensation for the covered repairs to the homeowner based on their contract.  

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20038728
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/15/2023

   
  Complaint: ********
  
  I am rejecting this response because: I ********************* reject the response for integrity air conditioning    on complaint # ********, the reason for the rejection is integrity air conditioning broke my system and left me with no cold air and wanted the service provider ( American Home Shield) to make the repair under their warranty which they rejected because integrity air stated my coils were dirty. My  coils have nothing to do with their service tech damaging my system by letting all the Freon out of my system , they also wanted a fee of $1400 to clean my coils in order to make that said repair 
  
  if you have any question please feel free to cal me at any time 
  ty *********************
   
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/15/2023

  As stated previously, we are willing to complete the repairs that were covered by the home warranty company. We have no control over the coverage/contract purchased/claims approval provided between the homeowner and the home warranty company. Further, we cannot be held responsible for the condition of a unit prior to our arrival and have no control over stripped threading. However, as mentioned previously, that portion of the claim was approved by the home warranty company. 

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20038728
  
  I am rejecting this response because: because there was nothing wrong with my unit prior to their arrival, their technician stripped my valve and let all the freon out of my unit ,the service provider did say  finally will replace the valve their technician broke, however the unit takes R 22 refrigerant  which no longer being used and is  very expensive to replace, why should I pay for the refrigerant  which is not cover under the warranty ,my unit had refrigerant before she got there ,I reject their response in Many ways 

  If you have any questions please feel free to contact me 
  
  Sincerely, **********************;
  
  *********************

• Initial Complaint

  Date:11/23/2022

  Type:Product 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.

  On August 10th, 2022, Integrity Air-conditioning Services, *** installed a compressor into an outside unit of an air-conditioning system in my condo unit. They charged me for the Freon prior to installation $712.15. The way Integrity charges for the Freon is very specific-they are estimating the charge based on a max ****** of pounds your unit potentially can take, payment must be made in cash, check or money order. As soon as they received the payment, they charged an A/C unit with *****. While charging the technician suppose to take an accurate measurement of how many pounds an A/C actually takes, and then company issues a refund of a difference of what was paid and what was invoiced after work was performed. That how it was done back in 2018 when the very same company performed the very same job on my very same unit. Do to the fact that my A/C unit only takes 7lb and I was charged $650 for about 9.5 lb ($70/lb) I received a refund in the ****** of $230. However, this time Integrity failed to send me refund. I was charged $712.50 for about 9.5 lb (75$/lb) After many phone called and e-mails I still did not get a refund for 2.5 lb extra lb of freon I was charged. It has been more than 3 month, so I am asking BBB to help me to get my refund in the ****** of $187 I was overcharged for.

  Business Response

  Date: 12/02/2022

  Good afternoon.  The customer was informed on 8/31/22 that she would be receiving a refund and that refund was mailed 9/1/2022 to ********************************************************** check number 1237.  I have had zero correspondence from the customer since 8/31/22 and she never informed me that she didn't receive the refund.   

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18452565
  Dear Integrity, I was not informed that refund was issued/mailed. I have never received a refund. Will appreciate you to re-issue a check and mail it to my address, so I can close the complaint.  Sincerely,
  
  *********************

  Business Response

  Date: 12/15/2022

  Our email on 8/31 stated that we were offering a refund and it went out 9/6.  We have successfully completed a stop payment on your that refund and have mailed a replacement check to the address we have on file **************************************************** 34112.  I am sorry for any confusion.  If we can be of further assistance please reach out.