ComplaintsforIntegrity Heating & Cooling, Inc.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I agreed to pay for a 2 Stage ****** btu 80% furnace with **** the Service Tech even though he did not try to fix the real problem. **** was talking to this ********************* over the phone all the time. I was given a choice between a Lennox and Ameristar even though I asked for ***************** Furnace. They came with the new furnace about 4 days later and installed it. I asked *************************** the installing tech (he was excellent) and after he finished I asked him if that was a 2 stage furnace and he said yes. One other thing which bothered me, **** couldn't find the electricity which made me nervous, so I called my Electrician and he was going to find a guy who he could send. Minutes later **** found electricity which a month later I became very suspicious of what was being done. Then I checked prices on a 1 stage furnace and became very upset. I emailed them 3 times and no answer. Big differences between a 1 stage and 2 stage. I am a Senior 80 Y/O and on medication. I couldn't believe people still do this to other people. I took a loan out and want a refund to match the real price of the 1 stage. To date I do not have an invoice from this Integrity Heating and Cooling. Next step might have to be with the States Attorney's Offie.

  

  Business response

  02/28/2024

  Attached are the signed estimates by ************. We offered ************ a single stage furnace because he currently has a single stage furnace in his home. All estimates for this customer in our system were single stage.************ signed both digitally and in person for the single stage furnace that we installed. 

  Customer response

  02/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ********************* at Integrity and I worked things out. He sent me the Invoice which cleared everything up. Everything was spelled out perfectly.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Integrity Heating came out on current service agreement to check furnace. They stated that the furnace which was an ***************** which was 4 years old had a cracked heat exchanger and tagged my furnace that it could not be used. Under guarantee and contract they stated that they would replace the heat exchanger but the part was not available for a minimum of 10 weeks. Since it was late December I requested some type of heat to make it through the coldest part of the year and we have grandchildren, **** the general manager stated that he does not give away furnaces. I asked the person that answered the phone for an idea. He stated I could use space heaters. **** stated he would replace at a discounted rate. His discounted rate was $5980.00. I contacted another company and received a quote of $3500.00 with a comparable furnace only American made with same warrantee. When being installed the company could not verify the heat exchanger was cracked. I called **** the general manager to come out and recheck and he refused. Now I am questioning if the heat exchanger was a scam. Because I needed heat for my family I proceeded with replacement since below 0 temps were expected. Also during replacement the the installer stated the humidifier did not work even though it was just checked by Integrity. Installer stated it was installed incorrectly. I feel Integrity should have replaced the furnace or substitute furnace till part became available since I pay for a service contract and they sold me the furnace.

  

  Business response

  02/05/2024

  On 12-19-2023 this customer had a furnace cleaning appointment under their Integrity Membership.At the maintenance visit ************** found a sizable crack in the heat exchanger,the technician alerted the customer to the issue, showed the customer on his camera in real time (see attached photo), and shut down the unit as per safety requirements. During the appointment, the technician gave the customer a price for the heat exchanger to be replaced under warranty and the price for the labor (see attached estimate). The supplier stated that it would be about 10 weeks for the heat exchanger to arrive. The customer demanded a lower price, so the General Manager applied a $1,000.00 discount to the heat exchanger estimate bringing it down to $1,700.00 from the normal $2,700.00. The General Manager also gave the customer an estimate on a new furnace, again the customer demanded a lower price, so the General Manager applied yet another discount (see attachment).  Integrity even went as far as to move other installs around so that we could do the furnace install the same day for this customer since they did not have heat and had grandchildren in the house. The customer ended up having another company install a new furnace and stated that the installer at the other company could not find the crack.Not only did our tech show the customer the crack in real time but installers,no matter what company they are with, are rarely if ever certified to find and diagnose cracks in the heat exchangers. The customer did not state what brand the other company installed, but we gave the customer the absolute best pricing we could provide for the top-of-the-line brands we carry. We have gone above and beyond for this customer, slashing costs, and moving around other installations to get this customer heat as soon as possible during a very cold spell. 

  Customer response

  02/19/2024

   
  Complaint: 21233051
  
  I am rejecting this response because:

   

  I reject the response from the business. My main complaint is how the business expected our family to go at least 10 weeks without heat. They sold us a furnace and a service agreement but can not obtain a heat exchanger from ******************  When asked how can I get heat now they stated to buy another furnace. I had no other choice if I was to protect my family and home from freezing. I feel since the furnace was under warranty and I bought a service agreement that they call a membership for $299.99 per year they should be responsible for not being able to repair the furnace. If someone told me that the furnace company can not service the item I certainly would not purchase the furnace and agreement. I am expecting the Better Business Bureau to tell me that going without heat due to lack of service not cost is an acceptable business practice. While reading BBB reviews I have discovered that Integrity Heating has done this multiple times. I am not convinced that it even had a bad heat exchanger. The technician that found the crack from Integrity *********************, stated other people had to purchase new furnaces. I thank the BBB for telling me to contact the ******** Attorney General but was hoping Integrity is at fault and some other solution could be obtained.

  
  Sincerely,
  
  *********************

  

  Business response

  02/21/2024

  Integrity Heating and Cooling is not responsible for issues in obtaining heat exchangers from the manufacturer also Integrity Heating and Cooling is not responsible for providing space heaters for customers when their heat is not working. ************** showed the customer the live camera of the crack in the heat exchanger. We have done all we can for this customer, we have provided sizable discounts on both getting the heat exchanger replaced under warranty or having the furnace replaced. As previously stated, we even moved other customers installations around to get a new unit installed for this customer next day because they had their grandchildren in the home. We have exhausted all possibly avenues to appease this customer. ********************************************* and ****************** is not responsible for providing space heaters to customers without heat, we let the customer know that he needed a new heat exchanger due to the crack, we let him know that the supplier stated it would be a 10 week wait for the heat exchanger.There is nothing Integrity Heating and Cooling could do to speed up getting heat to this customer other than installing a new furnace, which again, we offered to do and applied sizable discounts and availability to for the install. The customer declined and ultimately went with a different company to do a furnace installation. There is nothing else we can do for this customer. 

  Customer response

  02/25/2024

   
  Complaint: 21233051
  
  I am rejecting this response because:

  Integrity tech never showed me a live crack of the heat exchanger only a photo on his cell phone on what he said was mine. The tech showed me multiple photos of other cracked heat exchangers he already had on his phone. When I had the better company which was installing my new furnace check it the heat exchanger was cracked they did not see any cracks. I called **** the general manager of Integrity if he wanted to recheck and he refused. The discount of the new furnace was $6000.00 which was $2500 more than the Fridgidaire 95% efficient furnace which I chose. 
  

  I called ***************** HVAC and talked to a rep named *******.  He started a case file #***Z18. Trying to find  if that specific model which Integrity sold me had a back ordered heat exchanger. He stated that Integrity never started a warranty so he could not check on any delays. I stated that it was probably because Integrity stated that I had to pay for the heat exchanger which the stated in an earlier response and if I didnt follow through with the warranty that I would be responsible for any charges they incurred. Since I knew I could not go without heat for a minimum of 10 weeks I was not going to make myself responsible for any more costs. ******* from ***************** stated that it was unusual since the heat exchanger was warranted for life at no charge and the labor cost needed to be covered by Integrity. It seems there are many questions with Integrity Heating and Cooling in ******.  They are now advertising a new furnace for $1800.00 see their new web site.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Integrity Heating & Cooling, Inc. is not honoring its maintenance and service warranties on its new installed HVAC equipment. Integrity installed in my home on 01/07/2020, new HVAC furnace, AC, humidifier, air cleaner. Warranties include 10 years parts and labor. Heat exchanger has 20 years warranty. However, Integrity stopped making HVAC maintenance appointments on this equipment on or after June 2021. I called for maintenance appointment and Integrity informed they would not make appointment. Prior, I had asked for a call back concerning a charge and was told someone would call me back but that call back did not happen. I called back several times but still did not get call back. In addition, I called Integrity on 8/23/2023, to make an appointment to have my AC fixed. AC is not working. Integrity informed technician will come out that same day between 2 pm and 5 pm. However, technician did not show. I called Integrity back around 5:15 pm and requested when technician would arrive. Integrity ***************** person answered my call and said my request will be given to Integrity. However, I still have not heard back from Integrity. The days here on 8/23/2023 and 8/24/2023 were humid and hot with temperatures near or above 100 degrees.

  

  Business response

  09/11/2023

  We installed this ******** HVAC system in 2020. At that time he signed up for our Integrity Membership. With his Integrity Membership he received his A/C and furnace cleanings each year he was a member of the program.In May of 2021 ******* disputed services under his Integrity Membership (please see enclosed dispute and results). The credit card company ruled in favor of Integrity Heating and Cooling. ******* then took the claim to arbitration. ******* called in November of 2021 looking for service and my office manager let him know at that time that Integrity Heating and Cooling would no longer be able to service him due to the payment disputes in the past. ******* then called again in August 2023 and my office manager let him know the same thing.

  Customer response

  09/17/2023

   
  Complaint: 20526216
  
  I am rejecting this response because:  I paid for my **** Services Membership, Labor warranty and Parts warranty but none of them were honored by company.  November 2021 call was to schedule service that was rejected but should have been honored.  HVAC had a leak that caused rust and n my furnace.  I had to get another HVAC dealer out to investigate.   Their investigation of this problem and another lead to payouts of $153 and $248.40 for labor that should have been covered by Integrity.  Also, not true about call August 2023.  Please see my original comments.  Also, there was only one dispute.  It was a charge dispute that credit card company ruled in my favor.  Please see their 6/14/2021 letter.  There is no reason why company did not honor their maintenance, labor and parts warranties.  All were prepaid.
  
  Sincerely,
  
  *******************************

  

  Business response

  10/05/2023

  All services and benefits were honored by Integrity Heating and Cooling during the terms of the active agreement. When the customer disputed their Membership and services in May 2021, then the contract was cancelled. The services under the contract, when it was active, were attempted to be performed multiple times and the customer declined. This customer had called us in December 2021 and he was told then that due to his dispute of the Membership and services we would not be able to do any service for him, he was fine with this response. The credit card company did not rule in the customers favor, the final result of the dispute has been provided. The document the customer provided is just the conditional credit issued to him by his credit card company when he originally filed the dispute. The customer actually even took the dispute to arbitration once he in fact lost the original dispute. This was an actual motion the customer had to decide to make, it was not automatic. Due to the cost of going to arbitration it is not in the interest of Integrity Heating and Cooling to continue to fight the dispute, so ultimately it was ruled in the customer's favor. The customer was given back their money from the original dispute and we will not be servicing this customer any longer, as he was told multiple times. 

  Customer response

  10/16/2023

   
  Complaint: 20526216
  
  I am rejecting this response because:
  

  My maintenance, 20 year labor and 20 year parts warranties services and benefits were not honored and continue to not be honored by Integrity Heating and Cooling. These warranties were the major reasons I went with this company to buy and install my new HVAC in January 2020.  I was not aware company would not honor their prepaid warranties until I called November 2021, to fix problem with water dripping on my furnace and water had rusted furnace top panel.  I was told by company then they would not schedule me for service.  HVAC was under all said prepaid warranties.  I was not fine with the companys response.  This rejects the companys statement.  I did not dispute company Membership and services.  I did not decline any service attempts.  I fully cooperated with company.  Company wanted to come during air conditioning season to fix furnace problem.  I suggested company send technician during fall/winter to fix furnace.  However, I fully cooperated with company and technician was sent.  But furnace problem was not fixed. The one dispute with credit card charge I disputed from the beginning.  I called office to talk about charge and was told someone would call me back but I never got a call back.  When credit card charge was due, I disputed charge through their on-line ********************** process.  The matter was settled by the credit card company.  So there is no reason for Integrity to not honor their warranties that I prepaid.  I am requesting Integrity Heating and Cooling to fully honor their warranties and reimburse me for costs paid to other HVAC companies, to maintain my HVAC.  This includes Integrity Heating and Cooling to completely fix my air conditioning (AC) problem.  AC has a refrigerant leak and is not working. 

  Sincerely,
  
  *******************************

  

  Business response

  10/17/2023

  Attached you will find the front and back of the Install contract for ********************. Please note on the bottom of the install contract it states, All equipment must be maintained by a Integrity certified technician. If equipment is not maintained annually by Integrity all labor guarantees/coverages are void. All ************ Membership benefits will be voided if Membership is cancelled or expires. ******************** disputed his charges under his Membership and thus per the Membership agreement, any disputes will cancel out the Membership and any benefits provided by the Membership. ******************** was obviously upset with our company, disputed charges for services he did receive, and thus  we let ******************** know we will not be servicing his home due to previously disputed charges. 

  Customer response

  10/27/2023

  Complaint: 20526216
  
  I am rejecting this response because: Integrity Heating & Cooling, **** violated those statements by refusing to schedule service to fix HVAC problems, under my paid **** Services Membership in late Fall 2021. Integritys refusal to schedule service means I had no access to Integrity certified technician. It is Integrity that cancelled and did not renew my membership. My disputing a charge that Integrity had informed me someone would get back to me about that charge but no one did, does not cancel my membership. See attachment IMG_5345.png, which informs about that charge. This attachment provides objection to charge, Integrity not getting back to me, furnace issue history problem since day 1, etc. Also, review 2nd attachment. This 2nd attachment is my HVAC invoice (1st two pages) followed by my **** Services Membership information. Page 4 provides Customer Acceptance (Signature): section that informs membership will be automatically renewed annually. Also, under Recurring Credit Card Payments Authorization, I authorized Integrity Heating & Cooling **** to automatically bill my credit card for the amount of the annual plan. Therefore, Integrity violated renewing my membership also. No where does it inform that I can not dispute a charge that I requested Integrity to get back to me about the charge, and Integrity informed it would but did not. And that disputing a charge causes cancellation of my membership. This talk that disputing one charge which was under discussion, cancels my membership is all after the fact. Therefore, I am requesting Integrity Heating & Cooling to honor my **** Services Membership agreement, automatic membership renewals, labor and parts warranties on installed HVAC. And refund/credit me for the costs incurred by Integrity not scheduling me for service under **** Services Membership and for not automatically renewing membership annually. First on the agenda is for Integrity Heating & Cooling to fix my AC under **** Services Membership, labor and parts warranties.
  
  Sincerely,
  
  ****************************;    

  

  Business response

  11/07/2023

  Integrity Heating and Cooling contacted ******************** many times and the office staff was told by ******************** that he did not want to book a cleaning at this time. After the season for that cleaning has passed, that cleaning is no longer valid to be done. Integrity Heating and Cooling did speak with ******************** and he did acknowledge we did speak to him and he did say he did not want to book a cleaning at this time. Integrity Heating and Cooling reserves the right to cancel the ********** when there is a payment dispute which there was. The bank ruled in favor of Integrity Heating and Cooling and ******************** took the dispute to arbitration.  Ultimately it would cost Integrity Heating and Cooling to fight the arbitration more than the dispute was in total. Integrity Heating and Cooling has gone above and beyond for this customer, and the customer has not allowed us to carry out their ********** services and thus voided any warranty with Integrity Heating and Cooling not only by not allowing us to do the services but also by disputing the charges. 

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Integrity wont honor my ten year warranty on my air conditioner because they said I didnt register my unit but installer said they would take care of it Ive had trouble with ac unit cence installed

  

  Business response

  07/03/2023

  **************** had his A/C installed in 2015. At the time of his installation, he was informed that he would need to register the equipment with his manufacturer. The customer called asking for information on his A/C in 2022,we informed ******* that his warranty had defaulted in the 5 years, based on the information we had from his manufacturer. We informed **************** that he would have needed to contact the manufacturer when the unit was installed to register it, which he was told at the time of his install as well. We have not been to this customers home since 2018. The customer did make an appointment in May of 2022, but then called and cancelled it before the service call took place. **************** was informed of all the actions he needed to take to register his equipment with the manufacturer at the time of install. This is not an issue between **************** and Integrity Heating and Cooling, this is an issue between the customer and his manufacturer. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/30/2020 I was charged on my credit card$299 for a preventative maintenance service on my air conditioner and furnace. I called integrity the next day saying I no longer wanted the service, they said sorry but you signed up for it and there are no refunds allowed. I hung up, found my receipt, realized I had signed up so I called them the next day and found out how I could cancel future services.(which I did). ***** was bad at the time and they werent doing service at that time. I told them to call me to schedule service when they started working again, they said fine. They never called and on 6/3/2021 I called them again asking for my money back because they never did the work I paid for. I was told that I hung up on them before, I agreed, but said I called the next day and they were going to call me to schedule an appointment. They claim to have a record of every call they ever made, yet they couldnt fine one record of them calling me. Im out $299, and want my money refunded to me, as I will never do business with them again. I know its been 3 years but ** still trying to get my money returned to me. Any help you can provide is greatly appreciated.

  

  Business response

  06/21/2023

  In response to complaint # ********: ***** signed up for our ************ Membership on 05-30-2019. This Membership renewed on 04-30-2020.***** called in very upset screaming and harassing my dispatcher for a refund.My dispatcher politely explained the contract to him and even sent him again his completed DocuSign contract and the cancellation policy for the next billing cycle. ***** emailed 12 days later on May 12, 2020 stating that he wanted to cancel his Membership for the next billing cycle. His Membership was cancelled at that time.  On June 3rd 2021, ***** called in screaming again about services he did not schedule from his then cancelled Membership. My dispatcher explained that he did cancel his Membership and it expired on May 29, 2021. My dispatcher explained to ***** that we had tried to schedule these services under his Membership, but he refused to schedule them and hung up on the many attempts we had made to schedule these services for him. My dispatcher also sent text messages and emails to get ****** services scheduled.  We have gone above and beyond to satisfy this customer; ***** did also acknowledge that he did not follow the cancellation policy outlined in his DocUSign contract. No refund will be issued. 

  Customer response

  06/24/2023

   
  Complaint: 20206334
  
  I am rejecting this response because: The facts stated in the message from the business are not true/correct, and I will explain/present the facts for further review. I signed the DocuSign contract on 5/30/19, when your serviceman serviced my equipment, mistakenly thinking I was signing for the service that was completed on 5/30/19. On 4/30/20, my credit card was charged $299 for the service for year 2020. I called complaining that I didnt sign anything and I wanted a credit on my charge card. The supervisor ******* responded That I signed the document, there are no refunds and thats it. So I hung up the phone. I then checked my records and realized I was tricked by signing the servicemans DocuSign, but it was my fault so I have to pay it, and I did. The next day, I called again and politely asked the same supervisor how I can cancel this membership moving forward. She told me I had to email them stating my request to cancel, which I did on may 12, 2020. While talking to the supervisor, I asked her when they were going to service my equipment and she said they were not servicing any equipment for at least two weeks because of the pandemic. She asked me if I wanted to schedule service for a future date but I said no not now because of the pandemic. We then agreed that someone from their office would call me to schedule service sometime in the future. As of today, 6/24/2023, I have not received a call, text or email regarding service from anyone from Integrity. On 6/3/21, I anonymously called Integrity and I asked the person who answered the phone if they have a service plan. She explained what it all involved and I said so I pay for the program, you call me to schedule a service time and thats how it works. I asked her what if you dont call me, and she said we call every customer, we never miss calling anyone. I responded, well Im the first one you missed because I have been waiting for a service call since 5/1/20, and no one called. She switched me to the same supervisor I talked to a year earlier and she said hold on Ill check when we called you, I waited, and she said well you hung up me. I said that was last year and we agreed your company was going to call to schedule my service, and you never did, so I want my $299 refunded. She said no, and I said then Ill cal BBB or one of the television stations to help me resolve this and she said bring it on, I look forward to telling them no too. And she hung up. To summarize, I have NEVER been called, texted, emailed or serviced by Integrity since 5/30/19. All contact with Integrity has been initiated by me. I never acknowledged not following the cancellation policy, I asked how I could cancel it and I did via my email on 5/12/20.Integritys response to my complaint is very frustrating and alarming to me, as I once thought they were a reputable company to which I sent them 2 referrals, and now to be treated like this, it doesnt make sense. Any and all assistance that the BBB can furnish me is greatly appreciated.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/03/2023

  Integrity Heating and Cooling did not trick the customer into signing any contracts. We have reached out numerous times to get the customer set up for their service under their, at the time, active Membership. The customer refused to schedule when spoke to on the phone and never responded to any texts or emails. We cannot force someone to schedule services, we have gone above and beyond to schedule this customer. Also,we have no record of this customer referring anyone to us. This customer has been calling the office upset on and off since 2020. We have done all we can to satisfy ********************* 

  Customer response

  07/10/2023

   
  Complaint: 20206334
  
  I am rejecting this response because: 

  No one from Integrity has contacted me since 5/30/19. The only communication was initiated by me on the 3 dates listed in previous memos. For a company that by their own admission have the best call records in the industry, they have never called, Texted or emailed me at either my phone, ************, or ********************** both of which I have had for over 20 years. Integrity continues to make vague statements that they called me and texted me and emailed me, but no dates have ever been tied to those statements because they just arent true. As far as referrals, again your impeccable records some how missed the 2 referrals that I referred that resulted in sales for which I received compensation from *********************, owner. The referrals were as follows: ***********************, ********************** ************, **, and ***********************************, ***** ********, *****,**. We can continue to do he said, she said arguments forever, but the truth is Integrity never contacted me and I paid $299 for service that was never scheduled or performed and feel I should receive full compensation. ****************, as a reputable business owner, do the right thing, send me a check for $299 and put this situation behind us, and move forward amicably.
  
  Sincerely,
  
  ****************************;

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have really tried to be patient with Integrity, as I know they are busy. However, I have finally had enough. We have been dealing with this issue since early September. We had called because our furnace/air conditioner was making a loud whistling sound. Someone came out on September 2 and attempted to fix it. We paid for a class 1 repair and diagnostic/travel fee. Our furnace/air conditioner was quiet for about a day until it started whistling loudly again. Another technician came out on Sept. 16 and used duct tape to solve the problem. Shortly after this, there was misunderstandings about whether we paid the right amount on the first visit, so I contacted Integrity several times to discuss this discrepancy, but no one called me back for weeks. We were frustrated, so my husband posted a review. The review is what got someone to finally call us back about our question. Turns out there was a misunderstanding, and the amount we paid was correct. However, throughout this time, our furnace/air conditioner was still making the whistling noise. A third person came out on October 27, and told us that fixing the problem would be a much larger job. So I called Integrity to learn more information and tried to schedule an appointment for it to be fixed. I have been waiting for over 3 week for someone to call me back. During this time, I have called several times. I am beyond frustrated that Integrity has not completed this job in an acceptable amount of time. Months later, I have still heard nothing from anyone at Integrity, so the job has never been finished. I plan to cancel their membership program and switch companies. I would not recommend this company to anyone for servicing or purchasing a furnace/AC unit.

  

  Business response

  01/12/2023

  Hello, We are sorry to hear that there is a noise in your ductwork. This leak appears to be in existing ductwork in the home.  Our office has set up an appointment with our manager to try and find the noise and seal the gap for you.  Thank you

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  integrity heating and cooling and american standard refuse to honor the warrenty because they did not restered it in a timely matter they said i had to register it but they told me they would when my air and furnace unit was installed they say i only had five year warrenty but my papers show ten years installed 2015

  

  Business response

  05/30/2022

  Any warranty on equipment is provided by the manufacturer.  Integrity Heating & Cooling does not provide warranties.  The owners manual with warranty card was given to the customer at the time of installation and the homeowner was informed at that time about the registration requirements.  If the homeowner did not register the equipment per the warranty requirements of the manufacturer they provide a base limited warranty.  The manufacturer also does not provide the maintenance that is needed for the equipment.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/14/2020, I had Integrity Heating and Cooling install a(n) Heating/** unit in my home (**** **************, **********, ** *****) and on 5/2022 I have placed a call stating that the ** is not working and it needs to be repaired. I had two technicians come out. The first one came and said that the compressor is broken and needed to be replaced. I paid $573 for the compressor unit. The next day a different technician came with the compressor and try to install it. He was unable to because he stated the ** unit outside is damaged and the whole unit will need to be replaced. A day later I called the company asking for a refund ($573) for the compressor and it will no longer be needed. The employee stated that I will not get the refund. I had to then call the credit card company and have it refunded to me. The company and I started arguing and got really upset and angry and they stated they will not come to finish off the installation. I have a warranty stating that it is covered for 20 years with the Integrity coverage of New Equipment. They are not adhering to the contract and I want to file a complaint with the BBB. Please advise on the next steps.Thanks ***************************

  

  Business response

  07/11/2022

  Good morning,

  Please see Integrity Heating and Coolings response to complaint:

   

  Integrity Heating and Cooling came out same day, and diagnosed the issue with the customers A/C. We gave him two repair options; the first option was the option that we suggested for a solid repair. Then a second option that was a quicker, cheaper and less guaranteed. The customer went with the second option, and then called the next day and said that he wanted a refund. The dispatcher told him that she does not have that authorization but they would reach out to the service manager. The customer began to call the office non-stop and began threating the office staff, stating he would be coming to the office and inflicting physical abuse on any tech who comes to his home.   Our office issued a refund for the compressor, and this is now a closed matter.

  Customer response

  07/12/2022

   
  Complaint: 17207718
  
  I am rejecting this response because: I did not threaten any tech and that is an utter lie. I called the office stating that I wanted a refund because the second tech that came out stated that the compressor will not fix the issue and a whole new unit will need to be installed. I called the office the next day stating that since the compressor will not fix the issue, and a new unit will need to be installed, I am requesting a refund. ******* (Integrity employee) stated that she will not issue the refund. I then got upset and said then come to my home and fix it with the compressor. They stated "No" and they will not. I then had to call me credit card company and cancel the transaction. They cancelled and stated that they will be sending the paper work to Integrity. This is where I have attached proof that they business did not issue the refund. File attached: *********** 1 of 2 clearly states a refund was issued at the time. However, as you can see in File Attached: *********** 2 of 2 it states ************ services for the amount of $573 was re-charged to my credit card. If you see on File Attached: *********** 1 of 2 the same name of ************ Services. Integrity is making false claims of the refund and are openly lying. 

  Also I had to call Four Season ( See attached) and they clearly state in their paperwork that a new AC unit will need to be installed because the previous (Integrity's unit) did not install the unit correctly. I called requesting that Integrity come and install a new AC unit as per the agreement. They refused to come and fix and the temperature at that time was over ************************************************************* law having breathing issue when it get to hot. Integrity then would not pick up my phone calls or any of the calls my family member attempted. You can see in the attached documents. 

   

   

  
  Sincerely,
  
  ***************************

  

  Business response

  07/13/2022

  All of our calls are recorded and you even left threatening messages with our answering service company. Our answering service company even reached out to the office to make sure everyone was O.K. at the office. Again, all calls are recorded and if necessary can be provided as proof. You disputed the charge, your credit card company ruled in our favor and you took the case to arbitration, where we issued a refund. After a customer makes such violent claims we will not service them, for the protection of our staff and the protection of the customer. Again, if necessary all calls are recorded and can be provided to prove the harassment and threats from this customer. 

  Customer response

  07/14/2022

   
  Complaint: 17207718
  
  I am rejecting this response because: Calls are not allowed to be recorded without the consent of the caller, and is illegal. I never allow my calls to be recorded. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an American standard Furnace and Air conditioning unit back on 11/3/15 from Integrity heating and cooling **** Had to dispatch a repair man to replace both trip flame Rollout switches which should be warrantied for more than 7 years. When the tech attempted to warranty the parts we found they were never registered, therefore customer had to purchase and pay for visit. I'm in the process of having a tech come out to see what else wss not registered at the time of purchase.

  

  Business response

  03/04/2022

  All parts warranties are provided by the manufacturer of the equipment and are subject to their conditions.  Integrity Heating has no involvement in the warranty terms. Any further questions should be directed to the manufacturer as our company has no say in the matter concerning this.

  Thank you very much.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We requested service for our steam boiler on 12/30. The boiler was leaking some water from the 2 of the bubblers and was giving off limited heat to many of the radiators in the house. I was given Integrity on a referral from a ******* company that was unable to service us over the holiday weekend. I was happy to hear how quickly they were able to come out to look at the unit. They informed me it would be a $149 to complete a diagnostic and would take anywhere from 1-3hrs to complete the diagnostic and either fix the problem or provide recommendations on next steps. **************** was assigned and showed up a few hours later. He scanned the boiler quickly and informed me that it would need replaced with a new one that it had a crack in the exchanger. Mind you, he did not inspect or review ANY details or components of the boiler. He was merely basing it on the water dripping from the bubblers. He did NOT inspect any part of the boiler or radiators. He did call his "boss" and gave make and model to work up a quote. He was in and out in well under an hour and informed me that a quote for a new boiler would be sent over later that day. We ended up calling another company for a second opinion, as ****** didnt seem very knowledgeable in boilers. This 2nd company was also able to come out that same day, and immediately looked at the gauge and noticed that boiler unit was flooded. There was too much water in the system and needed drained. He drained it and within 10 minutes we were back in business. The unit has never sounded better! I have called Integrity 4x's asking to speak to a manager and have NEVER received a return call OR the quote that we were supposed to receive, however they did cash my check immediately. It's been very frustrating and stressful, especially around the holidays. I feel like we were scammed. At a minimum, we'd like our money refunded for the lack of service and response from this company.

  

  Business response

  01/30/2022

  The customer was only charged for the travel time and no repairs.  There was leaking at the boiler that was pointed out to the customer and needs to be dealt with.  There is no refund for travel time of the technician.

*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. ↩