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:04/28/2025

  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.

   
  I am rejecting this response because: Based on your review I see that this is not the the first complaint regarding ****** and her lack of appropriate customer service. Although I may not be a tenant I was looking forward to working with someone else regarding this matter to be a future tenant potentially. My understanding of how fast-paste the environment is has nothing to do with the underlying issue. As I mentioned before communicating through filing this complaint was the only option considering that I asked multiple times for information from someone else or management. There is still a failure to meet my request that I'm sure doesn't go against any policies. I now see that there is a serious lack of accountability when it comes to this company which explains the low ratings. I wanted to allow management to address this matter and speak with someone else before I decided to add to the low reviews and bad reputation integrity already has. That was a waste of time and I will be sure to leave my honest review based on this experience. Thank you for saving my application fee and I wish you and your business the best! 

  
  now that I didnt want to move forward with this inquiry if it was going to be with her. She just kept talking over me and when I asked her if there was anyone else I could speak with she said no. I then asked her if she was the only person I could talk to working at Integrity Rental Services and she said there were other people but refused to give me any other information then said she was ending the conversation. With her attitude and condescending tone, I could tell she was used to handling people in this manner. So instead of writing a review for integrity based on my interactions with one agent, I decided to try to get in contact with someone who may be able to help me with these matters. I found this website online hoping that this is the right place to submit this issue and be able to get in contact with a manager or different agent. If someone else could reach out and help it would be greatly appreciated because my husband and I were very interested in renting with integrity!

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond to the complaint filed by an individual who recently toured one of our available properties.
  At Integrity Rental Services, we pride ourselves on maintaining a transparent and professional leasing process. Our homes are in high demand, and as such, they are leased on a first-come, first-serve basis. It is not uncommon for homes to be leased quickly, sometimes even between the time a tour is scheduled and when it takes place. In this case, it is very likely that the specific home the individual viewed had already been leased by another qualified applicant.
  It is important to clarify that all the homes within that specific community are uniform in layout, design, and condition. As our leasing coordinator ****** clearly explained, each unit offers the same features and specifications. ****** is one of our top-performing leasing agents, consistently recognized for her professionalism, thoroughness, and kind approach with all prospective tenants. She extends courtesy and patience to all who inquire about our homes, and her interactions remain respectful and solution-focused, provided she is met with mutual respect.
  We also want to note that the complainant is a prospective tenant who has never leased with our company. While we value and take seriously all feedbackwhether from current tenants or the general publicwe do question the appropriateness of filing a BBB complaint based solely on a misunderstanding during a preliminary inquiry, especially when no formal business relationship exists.
  Nonetheless, we remain committed to improving our communication where necessary and ensuring that every prospect understands the fast-paced nature of our leasing process. Should the individual wish to revisit leasing opportunities with us in the future, we would be happy to assist them again under our standard policies.
  

  Business Response

  Date: 04/29/2025

  Thank you for your feedback and for taking the time to express your concerns.
  At Integrity Rental Services, we take pride in conducting our business with professionalism, integrity, and a commitment to positive experiences. We understand, however, that not every interaction will meet mutual expectations. From our perspective, the approach and tone directed at our team during our engagement with you did not reflect the respectful and constructive communication we strive to maintain with all of our clients.
  While we welcome feedback and open dialogue, the Better Business Bureau is not a platform for ongoing communication or resolutionit is specifically designed to process formal complaints. By choosing to file a complaint through the BBB rather than continuing direct communication with our team, it is evident that continuing a business relationship is no longer a good mutual fit.
  We sincerely wish you the best moving forward and thank you again for sharing your perspective.

  Customer Answer

  Date: 04/29/2025

  If you took pride in conducting business with professionalism, consistent miscommunication reviews from actual tenants that you do have business with wouldnt be a problem. You werent even able to provide some examples of which I wasnt respectful. I called with the most respectful intentions to which I was talked over and spoken in an unprofessional manner. I asked a question out of curiosity about the units listed and was just told that it was no different picture. Once ****** saw that the pictures were different she said that all the units were the same layout and looked the same. As the potential candidate I should be able to ask questions regarding the units and instead of ****** kindly informing me, she just chose to contradict herself, dismiss what I was saying, and talk over me as if I was wrong. So sad that this is how people will be treated if they inquire about one of your units it simply doesnt matter if all the unit's layouts are the same. This matter has nothing to do with high demand and everything to do with horrible communication and customer service. This issue could have simply been addressed by someone else reaching out or management. As I mentioned before I do not wish to move forward with your business any longer nor did I send in an application so this complaint is not based on rejection but on accountability regarding this matter to avoid it happening to future consumers. So I think this was the appropriate place considering how youre responding without even reaching out to speak with me directly and see for yourself how the interaction could have been. I do appreciate what little time you gave me before you made your mind up about what kind of tenant I would be through BBB considering that this is the only place weve spoken. I can only hope this reaches someone who will take such matters seriously and address the underlying problem here.
  

• Initial Complaint

  Date:08/25/2022

  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.

   
  Complaint: 17767122
  
  I am rejecting this response because: they are now saying the floor is my responsibility when their own people stated it is a faulty construction job laying the floor. 
  their manager has harassed and threatened me continuously. 
  They are holding my security deposit ******. 
  Sincerely,
  
  *******************

  Business Response

  Date: 08/26/2022

  Integrity Rentals denies any wrongdoing in it's communication with *************  ************ is a tenant in a property managed by Integrity Rental Services under a valid lease, and we have followed ** landlord Tenant law in the enforcement of this lease at all times. 

  ************ requested information concerning his ability to terminate his lease early several months ago, and he was told (in writing) that we would permit this so long as he provided 60 days advanced written notice.  Unfortunately, ************ failed or refused to provide any notice of his intent to terminate until very recently, and we are unable to simply terminate the lease at the end of this month as he has requested.  He has made repeated demands to allow him out of his lease early without penalty.  We have already agreed to waive the penalty provided in the lease for early termination but he is obligated to pay rent on the unit until October 6, 2022, which corresponds to the end of his 60 day notice.  

  Once ************ vacates the property we will more closely evaluate the unit, including the damaged floor, and determine the scope of any repairs.  We will provide any refund or documentation supporting any deductions to his security deposit pursuant to ** law. Integrity Rentals would clearly have preferred to repair the floor as soon as possible to prevent the possibility of additional damage but we have honored **************** refusal to allow the repair in deference to his medical concerns. While we understand that ************ is concerned about exposure to others during his medical treatment, we cannot both repair the floor and also honor his refusal to allow us access to do so. 

  Business Response

  Date: 09/01/2022

  We have not concluded that the damaged floor is the tenants fault or obligation.  What we've communicated is that we are unable to evaluate the unit and determine the total amount of damages that *** be the tenants obligation until we take possession of the unit.  As we stated previously, our access to the unit has been limited.  However, even if we had evaluated it completely, we are unable to provide Tenant with a definitive and final determination of damages and commit to a release of his security deposit before we can take possession of the unit and evaluate it.  After we take possession of the unit, we will communicate any reduction to the security damage as required by ** law.