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:02/12/2025

  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.

  On approximately 11/11/24 Integrity returned the contents of my house which had been in storage for 2 months due to a kitchen fire. When they returned my items a painting was missing which they found and returned. Then a shelving unit was missing which they found. How could items be missing if they were all kept together? When they were done they left me with 4 boxes. They were unable to unload them since the kitchen cabinets were not finished. I unpacked the boxes that evening so I could get them out of the living room and find my coffee pot and needed dishes. I ended up missing items but also came across items that weren't mine. Despite phone calls from me and my contractor, they did not get back to me until 12/16/24. They claim they called numerous times but nothing was showing on my phone. The last voice mail I had was 10/24/24 and it pertained to a billing issue. I was called a liar. The items I am missing are not on the non-salvage list I had 2 table runners but they only show 1 as non-salvage. I have requested copies of the pack back sheets since the ones I have has only 4 boxes pertaining to the kitchen or entry from the garage. I have asked for pictures taken before they started packing so I could have a better idea of what is missing that I am not aware of. Finally, I have asked Integrity many times to remove their lock box and return my house key and this has never been done.

  

  Business Response

  Date: 02/12/2025

  The client's recent message reiterates previous concerns that have been thoroughly addressed on the BBB platform, in direct emails, and during recorded phone calls.
  
  Rather than communicating directly with Integrity, the client continues to post messages on the BBB platform. Each point raised has been disproven multiple times.
  
  Even the client's claim of having to open boxes to find a coffee pot is inaccurate. My crew, while on-site performing services outside our scope of work, went through boxes the client had previously instructed us not to unpack to locate these items. Our technicians even went so far as to purchase coffee filters for her at a store located a considerable distance away. Integrity has consistently exceeded expectations in assisting this client.
  
  The client has made false claims and accusations, which we have demonstrated to be untrue.
  
  Regarding the lockbox, we have attempted to reach the client by phone, but our calls have not been answered or returned. While the client previously communicated with me directly multiple times a week, she has not done so in months. Instead, she uses the BBB platform to claim a lack of communication.
  
  Given these circumstances, I believe it is best to transfer this file to our legal department.
  

  Customer Answer

  Date: 02/13/2025

  I admit the company opened the boxes but I unpack them. That is when I noticed items were missing.   There have been no phone calls about the lock box.  I prefer my correspondence in an email or text message so I have something in writing and it's not a he said she said situation.  Integrity has never provided the information I have requested.

  

  Business Response

  Date: 02/13/2025

  We maintain our position & have supporting evidence.

  All matters have been outlined, repeatedly.

• Initial Complaint

  Date:12/04/2024

  Type:Order 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.

  1. Dishonest Billing Practices They were paid $26,601.52 for their services, which included outrageous charges like $2,396 for the use of furniture blankets.Items listed as non-salvageable included absurd things like a toilet brush, a broken hanger, and a plastic frisbeeall of which were charged for photographing, recording, and disposal.Four months after confirming my balance was paid in full, they suddenly claimed I owed $3,000. This was never communicated to me or my insurance company until I refused their inadequate damage settlement.2. Damage to ********************* 3D printer was stored improperly, causing resin to spill onto my bike gear and paddleboards. His printer no longer works.Paddleboards, snowboards, and bike gear were damaged or covered in resin residue.A workbench was left in disarray, piled with items, despite specific instructions to leave it accessible.A desk was returned with a significant scrape that wasnt present before.couch was broken wooden sign broken coffee maker packed and stored with wet coffee grounds that later molded 3. Unprofessional and Threatening Behavior *****, their representative, repeatedly dismissed my concerns, shifting blame to other vendors despite photos proving otherwise.*****, another representative, threatened to sue me for $3,000 if I didnt accept their insulting offer of $400 to cover over $800 in documented damages. He also demanded I sign a non-disclosure agreement to never post a review.4. Stress and Lack of Accountability For months, I requested photos and documentation, only to face delays and evasiveness. When the photos finally arrived, they validated my concerns but were ignored by Integrity.***** assured the payment agreement was "inclusive of the entire invoice submitted only for ***** to 4 months later claim an unpaid balancecontradicting their own records.Using Integrity Content Services was a nightmare. They damaged my property, bullied me, and refused accountability.

  

  Business Response

  Date: 01/27/2025

  The client lists dishonest billing practices which is provably false and defamatory. It was explained to the client numerous times that Integrity does not set our own pricing. We are mandated by the insurance carrier to bill through a software that costs us 10s of thousands of dollars annually. The software sets all labor and material pricing. It was also explained numerous times to the client the process of classifying contents as non-salvageable.We do not make the determination of what is valuable to a client. It is our duty to log all contents that came in direct contact with loss elements. The client states we damaged items which we are able to show photo evidence otherwise. We have time stamped photos showing a desk was shown to have damage prior to our handling of the item in the home. While it is undetermined if Integrity or another vendor caused improper storing of the printer Integrity has offered financial compensation. However, the client wants an absurd amount of money and rejected our offer. There is no pleasing this client regardless of attempts. We took a significant loss financially on her file that we did not pass on to the client. However, at this time the file has been given to our legal department and additional steps are to be determined. This client is slanderous and attempts intimidation at every turn.

  Customer Answer

  Date: 01/27/2025

  Despite my repeated attempts to resolve these matters directly, Integrity has refused to provide necessary documentation or engage in any meaningful dialogue.
  
  
  Summary of Issues:
  1.Damage Claim for Desk:
  Integrity claims my desk was damaged prior to removal but has failed to provide any photographs or evidence supporting this claim despite multiple requests. I also offered to return the damaged goods, but Integrity has not responded. I am willing to accept $500 in damages but will not remove any fact-based reviews, which are supported by documentation and photographs.
  2.Alleged Unpaid Balance:
  Integrity asserts I owe an unpaid balance but has failed to provide detailed invoices, payment histories, or evidence to substantiate this claim.  Integrity has not responded or provided documentation to verify their position.
  3.Lack of Communication:
  I contacted Integrity on October 30, 2024, and November 1, 2024, but received no response. ********************* has confirmed that Integrity has not communicated with them either, further delaying resolution.
  4.Misrepresentation of Facts:
  Integrity provided conflicting information regarding agreements on the alleged balance. ********************* confirms the issue was resolved on June 21, 2024, with no further agreements. Integrity also claimed to have a recording of the agreement but has not followed up on this assertion.
  
  Resolution Proposal:
  
  I request $500 to resolve the damage claim

  
  Integritys refusal to engage, propose solutions, or provide documentation shows a lack of good faith. This letter serves as my final request for resolution before further escalation. I look forward to their prompt response.
  

  

  Business Response

  Date: 01/27/2025

  The insured is perpetuating a false narrative. It is near impossible to hold a constructive conversation with the client. Photos of the pre-existing damage were sent to the client- this is a provable fact. Invoicing and an explanation of the agreements with the carrier, & shortages in payment were also emailed and conveyed telephonically on a recorded line to the client- this is a provable fact. The insured was offered hundreds of dollars to remedy the complaints, but this was not satisfactory to the client. She wanted brand new apparel and refused to release the items to us for repair or inspection unless we paid her upfront- this is a fact and can be proved from her own emails. The client is a difficult person, and it has been impossible to make her happy without allowing her to defame Integrity & extort unnecessary funds. The insured threatened to use her gender, being a single mother, and ex-military against Integrity if we did not give her what she unjustly wanted- this is a provable fact in the client's own email submitted to Integrity.  While Integrity will make every attempt to right a wrong, we will not allow a client to use intimidation & slander to obtain an unfair resolution. I reiterate that the file has been given to Integrity's legal department.