Complaints

This profile includes complaints for Integrity Services Heating and Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Integrity Services Heating and Cooling

  240 Westchester Rd Madison, AL 35758

  
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  Integrity Services Heating and Cooling

  240 Westchester Dr Madison, AL 35758-7876

  

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:08/03/2023

  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.

  I purchased a new HVAC unit in May 2023. After the unit was installed it ceased working on 6 different occasions requiring a technician to fix it each time. After 6 service calls I expected the company to replace what is obviously a faulty unit. They sent out their operations manager **** who showed up at my house and proceeded to tell me he was going to look at the unit to see what would need to be done. I informed him the unit needed to be replaced because 6 service calls is too many. **** tried to tell me the decision to replace the unit would be up to the manufacturer which I did not accept because I purchased the unit from integrity not the manufacturer. When he became rude I told him he can leave my house. Do to this interaction the company cancelled my service appointment. I purchased a service plan with them for $1000 that is not being honored and I have a HVAC unit that cost $10,000 and does not work. On top of all this during the installation one of their technicians did not correctly connect a pipe which caused a leak and water damage to my house.

  

  Business Response

  Date: 08/10/2023

       As much as we try it is unfortunate that issues arise with HVAC systems as with any other product. And worse yet issues can arise when new. It always has been and always will be the intention of Integrity HVAC Services to do everything in our power to remedy these issues and to do it as quickly as possible.
      Our standard labor warranty is one year, and this customer purchased an extended labor warranty. He was never charged for labor in the attempts made to fix the issues. The only warranty we have control/authority over is the labor. We honored that warranty fully. Integrity HVAC does not manufacture the units. When there are issues with the equipment we are required to work with the experts at that company and follow their guidelines and procedures; check the parts of the system, provide pictures/videos, speak with their experts while at home. We must do things in the order required.
      This process can take time as all possible problems must be ruled out. The manufacturer is the one who determines if a unit is not able to be repaired and replacement is required for proper operation. If that is the result, as per our labor warranty the customer would not be charged for the removal of the failed unit or for installation of the replacement unit.
      We had reached the point in the process described that unit replacement was the expected determination.We were on our final trip to the home to answer some last questions for the manufacturer and fully expected to be replacing the unit the following day. At that time the customer, with the use of profanities, demanded our employee get out of his house. The employee left the home and the customer proceeded to come after him outside continuing to be belligerent and disrespectful.
      Per the customer's demand we have provided him with the information he needs to proceed in this process without the assistance of our company. The customer had expectations about this process that are not consistent with reality. He assumed that we have control over decisions that we do not. He assumed that he had control over decisions that he does not. He and his wife treated every employee with complete disrespect as if we were not doing everything in our power to get the unit up and running.
  

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20414768
  
  I am rejecting this response because:

  I hope customers who are thinking about trusting this company read the owners response. 

  The owner throughout the entire process has refused to take any responsibility for the fact his company sold me a faulty **** unit that stopped working 6 times in 2 months. The owner also feels like he was doing me a favor by fixing the unit when it quit working instead of owning up to the fact it is his company's responsibility. The truth is that if I hadn't bought the $1000 maintenance plan I would have been charged for a technician to come out every time the unit needed to be fixed. And the simple fact is the unit went out 6 times. If his company could not have diagnosed the problem by the 3rd time he should have offered to replace the unit and work with the manufacturer himself. Instead my family and I had to go without Air Conditioning in the middle of the summer because the owner is selfish. I'd also like to mention again that the company caused a water leak in my house during the installation and did not offer to assist with getting it fixed at all. 

  I am reiterating here my desire for the company to remove the **** unit they installed and refund my payment. The owner will say they have a process and I tried my best to let that process work but to begin with no one should have to deal with a new unit failing 6 times in two months and secondly no one should have to deal with a rude and disrespectful employee (which the owner also refuses to acknowledge).  I will find another company that isn't interested in making excuses.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/24/2023

  The guarantee that Integrity HVAC Services has authority to stand behind is our workmanship/labor. We stood behind that 100%. We are also able to advocate for the customer with the manufacturer which we were also doing 100%until the time we were instructed to leave the property with profanity. At this point we have provided the customer with all the information needed to proceed directly with the manufacturer to get this issue resolved.

  Customer Answer

  Date: 09/02/2023

  How exactly did the business make a good faith effort? They sold me a defective unit, had 5 attempts to correct the issue and did not do so. The owner claims I can contact the manufacturer but they arent going to replace the unit without some sort of proof it is defective of which I have none because Integrity did all the service calls. So am I supposed to pay another company to come out and try to fix it? What is the point of the BBB because it appears you dont actually care to help customers get an actual resolution