Complaints

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

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  Integrity Construction and Windows Inc.

  1520 E Walton Ave Altoona, PA 16602-7019

  
• 

  Integrity Construction and Windows Inc.

  1550 E Pleasant Valley Blvd Altoona, PA 16602-7224

  
• 

  Integrity Construction and Windows Inc.

  2000 Tower Way Greensburg, PA 15601

  
• 

  Integrity Construction and Windows Inc.

  1406 11th Ave Rm 102 Altoona, PA 16601-3304

  

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:02/26/2025

  Type:Customer Service 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 entered a sweepstakes over two years ago and they called to let me know I won a credit towards labor services, I told my husband and we were not interested so I cancelled the appointment. Yrs later I get a call today about the sweepstakes from 2 yrs ago and I asked them to remind me what I won and they said the same thing but mentioned I cancelled and I said yeah sorry no longer interested. Then she got so mean and said it was suspicious of me to cancel and demanded to know why, it was because of scam Reviews I read. But I didnt have to explain. And then she kept trying to fight and I said I dont want ti fight Im just not interested and asked what she wants from me and she said she wants to know why and I said no thank you and accused me of being suspicious and I said I dont want anything and she said she has everything and my address to scare me. I dont understand the point. Just wanted to report this is a scam.

  Business Response

  Date: 03/05/2025

  Following is our response to the complaint filed by ***** *************

  One of our customer service ***resentatives followed up with Mrs. ****** because she had scheduled an appointment to receive a quote on a project they had in mind.  Mrs. ******** husband called to inform us that his wife felt our ***resentative was a little too forceful in her conversation with his wife.  We asked for specifics so that we could review the call and address the situation with the customer service manager. He explained that his wife told our customer service ***resentative that they were no longer interested in receiving a quote and our customer service ***resentative asked her why not.  He said that made his wife feel that our ***resentative was being nosy. 

  After finishing the phone call with Mr. ******* I immediately went to the customer service manager to review and address the call with the customer service *** that spoke to Mrs. ************* When someone requests an estimate from our company and then cancels the estimate, our customer service ***s are trained to ask "That's ok but can I ask what changed your mind?" because it allows us to check quality assurance with new ***resentatives to make sure they are not pressuring homeowners into the appointment but it also tells us if there is something we need to improve in our process that may have caused them to change their mind about getting an estimate from our company. Unfortunately the way this follow up question was presented to the homeowner on this call caused the misunderstanding that our ***resentative was trying to be nosy when in reality she was just trying to get feedback so that we knew whether to follow up in the future with the homeowner or to stop bothering them.  As far as the comment about having her address, we feel that was taken the wrong way by both parties on the call because Mrs. ****** was trying to communicate to our *** that she was not comfortable giving her information, in which she meant about why she decided not to go through with the estimate, but our *** misunderstood that and stated that she had already given us her address so we were not asking for any of her personal information.  This statement was not meant to scare or intimidate Mrs. ****** and we do apologize if she felt uncomfortable with these questions. 

  The customer service manager coached our ***resentative so that she understands where she went wrong on this call and how she should have presented the question of "That's ok, can I ask what changed your mind" to homeowners so that it does not come across as rude or forceful but as a general feedback question that is standard for many companies to ask.  We apologize to Mrs. ****** about the miscommunication.
  

• Initial Complaint

  Date:11/05/2024

  Type:Customer Service 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 have told them not to call me on several occasions I have been patient the las guy on 11/05/2024 was the most obnoxious a****** i have ever talked to and wouldn't shut up for me to tell him he shouldn't be calling and not to call. I cant block every number they call from and I don't know every number to block. I want them to leave me alone.

  Business Response

  Date: 11/12/2024

  11/12/24
  
  
  BBB of ********************
  ***********************
  *****************
  
  
  RE:  Complaint ID ******** ******* *****
  
  
  Following is our response to the complaint filed by Mr. ******* *****.
  
  
  Mr. Swank is a prior customer of ours and ******* in our customer service department was making calls to our prior customers to update their warranty information.  The managers in the customer service department are unaware that Mr. ***** ever requested not to be called prior to ********* call or with whom Mr. ***** made the requests but we are always happy to comply.  If he remembers who he spoke to previously at the company that failed to report that he did not want any further calls, we would appreciate the feedback so that we can do further research into why this was not followed through with previously and take appropriate measures to make sure this does not happen in the future.   
  
  
  When I received this complaint, I went to ********* manager who is in the same room as *******. ******* is new with our company and this is the first time he has made these calls to prior customers but his manager who is in the same room reported that he did not hear ******* become rude at any time with anyone that he heard him speaking with.  He said when he went through the list ******* had called, ******* had already made the note about Mr. ******* request not to receive any further phone calls and took Mr. ******* number off of the prior customer list as Mr. ***** requested.  I also made sure Mr. ******* information was removed from our master customer list on the customer service team's computer so that they would not mistakenly call him.  He is welcome to contact the factory directly for any warranty issues since we have his file marked that he requested no further contact and their direct contact information would be listed on his product warranties.    
  
  
  Mr. Swank will not receive any phone calls from us in the future and we apologize for any inconvenience.  If you have any questions, please feel free to call me at **************************.  
  
  
  Thank you,
  ******

  Manager

• Initial Complaint

  Date:08/23/2024

  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.

  Hello, I filled out a sweepstakes form at a local car show and was contacted by a window company saying that we won $1200 in free windows. When I told them I just had new windows installed they said well we have doors as well. We have been looking at getting a new front door for a few years so we said ok. The salesman came out and spent a few hours that afternoon at our house. We discussed all of the options of the door and I my wife and I said one of the most important things we want in the door is the grids inside of the glass. He said yes the grids come in the glass. Our new windows all have the grids inside the glass as all of our other exterior doors. When the door arrived and was installed the grids were not inside of the glass. And not only are they not inside of the glass the color on the inside of the grids doesn’t match the color on the outside of the grids. The door is very very cheap looking. When they installed an aluminum covering on the outside of the door to cover the wood frame they put nail holes right at eye level when you are walking in. It looks awful. We financed the door through this company and now owe them $9,500 for something that looks awful on the front of our house and has grids outside of the glass. I understand it’s not a huge deal but for the price we were paying I never thought we would get a door of this quality. We have contacted the business and were told we were just looking for something to whine about and when we talked to the owner he said well you signed the contract. It doesn’t matter what the salesman said the contract states that it doesn’t matter what was talked about and there’s nothing he will do about it. The aluminum they brought to wrap the wood casing doesn’t match. They asked my husband the day of install to pick which color he thought was closest because that’s all they had. Again it’s a $10,000 door. And then they put the nails right through the front of the casing. They also laughed at my Facebook post.

  Business Response

  Date: 08/27/2024

  We showed Mr. and Mrs. ********* all of the available door styles we carry, including the styles we have with the decorative glass lights that have caming between the glass, but due to the higher cost of those styles of doors they ultimately ended up choosing a door style without decorative glass. Mr. ********* mentions that in his new windows the grids come inside the glass, and on our windows the grids come inside the glass as well, but the door style he chose did not offer the grids between the glass. He mentioned that the glass looked like "Old timey" glass and not like his other doors or other doors in his neighborhood and when we talked to the factory they said it is likely due to the fact that the glass in the door he picked is tempered glass whereas the others may not be tempered glass. 
  As far as the color on the inside of the grids not matching the outside, we did ask the manufacturer about this and have no control over how the doors are manufactured. What the factory told us was that with this style of door, since customers order the doors with custom paint, the grids come from the supplier in white and then are painted the custom color to match each side of the door to account for customers who want one color inside and a separate color outside. What Mr. ********* is talking about with this complaint is that if he looks sideways in between the panes of tempered glass, he can see the white backs on the grids. We have no control over the way the doors are manufactured and did check with the factory to see if this can be changed or modified; unfortunately they were unable to provide a solution to this complaint. 

  
  As far as the nails in the capping on the outside of the door, our experienced installers choose to use trim nails because in the Pennsylvania climate, simply attaching the capping by gluing or caulking it on will result in the capping coming loose or coming off completely. It does look better without nails but it does not last anywhere near as long. We would be happy to tear off the capping and glue on new 
  capping without using nails as long as the customer signs a release saying that he fully understands 
  that once his capping is glued on, we will not be responsible for reattaching it when it comes loose or reinstalling it if it comes off completely. As far as the color of the capping, we are limited to what colors are available from our suppliers. That is why we show the customer the color chips for what colors are available and allow them to choose the closest color or a color they feel complements the color of the door. Mr. ********* chose the color for the capping based on what he felt was the closest to the color of his door. If he would like to change the color, we can do that but we are still limited to what colors are available through our suppliers. 

  
  Mr. and Mrs. ********* chose the door and we ordered the door they chose. That door does not come with the grids between the glass and we called the factory to see if there was any way to address Mr. *********'s complaint but they had no solutions for the specific complaints. He claims that just the door cost him $9500 however that price included a steel door with custom paint, an antique brass lockset with deadbolt, 2 side lites, new threshold, exterior capping, and a new construction frame/jamb on the door and both sidelites. He has mentioned to several of our employees and the installer that he thinks all of this should have cost him $3000 which we know of no company that would be able to do even a basic door with 2 sidelites for that little in 2024. Most competing companies would have charged a lot more than $9500 for this scope of a project and we are told our prices are reasonable by many people who have gotten estimates from other competing companies. 

  
  When discussing doors with homeowners, there are a lot of different details and options for different styles of doors. That is why our door manufacturer details out the specifications in the catalog that we take for customers to look at when choosing which door they want so that it limits misunderstandings. Unfortunately in this case, we believe that Mr. and Mrs. ********* originally wanted the decorative glass option but then saw the difference in price and settled with the option they chose assuming that the grids would also be inside the glass. The door they received is the exact door that they chose and the exact door which was listed on their contract. If there was a way to offer the grids between the glass on the doors they chose we would have been happy to do so but when this was brought to our attention we called the factory and they said the style of door he chose could not be manufactured with the grids inside the glass. 

  
  Mr. ********* claims we won't do anything for him but that is not the case, we have attempted to answer all of his questions, we have given him the phone number for the door manufacturer, we gave them $100 in gift cards because he was upset we would not reinstall his old storm door even after initialing that we do not reinstall the old storm doors on the contract, and I offered them $1000 in refunds to try to resolve this issue. Mr. ********* will not accept any reasonable resolution, he said he wants $6000 back because he feels the project should have cost $3000. 
  Mr. ********* called our office 34 times in just under a week and a half to talk specifically to Andrea, who has told him multiple times she is not in the customer service department and has asked him to please talk to the owner about this issue because she feels Mr. ********* is starting to harass her. We have provided a call log which shows 34 calls from Mr. ********* asking for Andrea specifically 
  and you'll notice that when she is not able to answer he keeps calling until she does. He yells at her for not answering his call even though she explained to him that at times he is calling when she is in the bathroom or on the other line with someone else. He and his wife are also harassing us on Facebook and they claim we "laughed" at their post but Mr. ********* has gotten the girls in the office so flustered that one of them accidentally bumped the "Laugh" button and then when the Facebook administrator noticed this he immediately removed this and we apologized to Mr. ********* for this human error. After filing with the BBB, Mr. ********* again called Andrea and started asking her in a confrontational manner what her last name was and how she was related to me, the owner. He told her 2 former employees of ours were telling him we are a scam and is feeding him information on Andrea, who just happens to be my daughter but is an employee of the company. She told him that she was not comfortable with him asking her personal questions and that she didn't understand why this information was relevant and he responded that he is "doing research" on Andrea to come after her. This call prompted Andrea to reach out to the Latrobe police department to report the harassment because previously he threatened me with having his uncle audit our company and report us to every agency he could name if I would not give him $6000 back. We would appreciate if Mr. ********* stops harassing our employees and allows the BBB to mediate and assist in resolving this issue as we have asked him to do since he hasn't even given us time to even respond to the complaint. We have included a copy of the call log showing the 34 calls from Mr. ********* just from 8/15-8/23 to Andrea as well as the email Andrea sent to the Latrobe police department when Mr. ********* was drilling her about who her dad was, making her uncomfortable. 

  
  In summary, we do not know what else to do to resolve this customer complaint and would be open to suggestions and assistance from the BBB. If you have any questions regarding the information we provided, please feel free to call me at ###-###-####. 

  
  Sincerely, 
  Melvin D**** 
  General Manager 
  Integrity Construction and Windows Inc 
  

  
  

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
   
  
  Regards,
  
  
  
  *** *********

• Initial Complaint

  Date:12/18/2022

  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.

  Entered sweepstakes at Home Show in State College at this business' table. Received call few weeks later telling me I won the grand prize of $1200 in free work. Was told that rep would come to my home and present me with certificate for prize. When rep came to home, he asked if there was any work we were interested in having done with doors or windows. We told him we would consider having entry door and kitchen window replaced and look at his brochures. After estimate was given, I asked if he had something to present to me. The rep had no idea what I was talking about. He only gave me price to have work done. We initially declined work and I again asked if he had something for me. He finally said he knew nothing about me winning a prize and was only here to give estimate of work in hopes of securing business. He finally called office and was told to offer me lower price for work per the "manager in the office" in his words. We did relent and agree to do the work. May 19, Gabe came with two other employees to do the work. We seemed satisfied at the time. However, when cold weather hit in October, we (husband and me) discovered a considerable draft of air coming in around the side and bottom of the entry door Integrity installed. I called the office and left a message. I received a return call 3 days later from Cindy Dixon. She took the information and said she would pass it on for a tech to call and schedule appointment to come to our home and make adjustments on the door (window and door covered by lifetime warranty). I received no such call. I called again few weeks later and left another message on Cindy's voicemail- no return call. I called again few weeks after that and left yet another message- no return call again. On November 30, I received a letter from Integrity. It was an attempt to get us to hire them to do more work. Letter stated they had many openings in their schedule in December due to the holidays and slow business. I then received a phone call from Jay Miller that evening as well asking me if I would like to hire them to do more work. I told him absolutely NOT as they wouldn't even fix the problems with their previous work and that I found the letter from their company offensive since they have been unwilling to make repairs to their previous work and that I had been calling for 2 months attempting to get the matter taken care of. I told him the story. He said he would take care of it because this is not how they do business-they take care of their customers and any problems with their work. He promised that someone would call me and I laughed and said that no one from Integrity ever returns calls. He assured me that he would make sure that someone would call and get a tech scheduled to come out to correct the problem with the door and that he would also call me to follow up I have not received any calls from anyone from Integrity since. I called him 2 weeks after his call- no response to my voicemail. It is harder to keep home heated due to air draft which I explained to both Cindy and Jay when I spoke to them. We are now using 2 heat sources for home which we have not done in almost 20 years. Also keeping blankets up around door as much as possible to block the cold air from coming in. I have tried repeatedly now for 2 months to get someone from this company to fix the problem. No one ever answers the phone. I have left repeated messages and no one returns any calls from this company either. I don't know what else to do to get this company to respond and take care of the problem.

  Business Response

  Date: 12/19/2022

  Following is the complaint filed by Ms. *********. 

  Ms. ********* did call to report some air coming in around her door.  At that time she did speak to our customer service manager Cindy who has since retired & Cindy let her installer know that he needed to contact her to see when he could go back & fix it.  Cindy assumed that the installer did this however Ms. ********* said that the installer never called.  In the meantime as I explained to Ms. ********* when I just called and spoke to her to apologize for the lack of communication, we did not receive any voicemails from her and we're not sure if she had left them on the wrong extension but she also talked to Jay who is in our marketing department and he failed to pass along the message to our customer service department.  We do acknowledge that we are still training a new customer service manager and are quite understaffed so Ms. *********'s service call somehow never got taken care of due to human error on our part.

  As soon as we received this complaint, we called to apologize to Ms. ********* and I explained that we were not receiving the voicemails she said she left and was not sure why (maybe they went to the wrong extension?).  We were able to schedule a service call to get this issue fixed for tomorrow morning, December 20th.  Ms. ********* has been extremely patient and we cannot apologize enough.  We are still struggling with being understaffed, a problem we've been having since the pandemic shutdown, which is stretching our current staff way too thin.  Please feel free to check with Ms. ********* regarding the scheduling of her service call and you are also welcome to call us with any questions 814-942-9571.  

  Thank you!

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I would suggest the business consider a different telephone system as the automated menu choices ONLY offers for Ext 108 for Windows and Doors which immediately connects me to the voice mailbox for Cindy Dixon who is now retired. Mayne have an actual person answer the telephone or connect the extension to the correct voice mailbox. ALSO, the problem is not corrected as yet. So far, all that was done was to squirt a bunch of caullking all around the door frame and fill in the gaps between around the molding with a can of Flex Seal. Materials apparently needed to be ordered. A return visit it is happen when materials arrive. But, at this time there is still air coming in, maybe not as much and gap pf 1/4-1/2 inch from door handle to floor still remalns. Appreciate the fast response to me after BBB's contact with business and the very fast visit to home the next day to attempt to correct. Will await the outcome of the next visit to decide if problem is actually resolved to my satisfaction though.

  
  
  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:12/16/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  The window installer did not finish the installation and said he would call back to schedule and didn’t. Also breeches the contract of replacing framing in window that was rotting and did not replace it, just built over it. He also did not match or replace trim on one of the four windows replaced. I was over charged for a service not even provided. I had another contractor come in and state all the things missing from the initial installation.

  Business Response

  Date: 12/16/2022

  Following is our response to the complaint filed by Ms. ******* ******.  

  We are already scheduled to finish the work at Ms. ******'s home on Tuesday December 20th.  Our installer went to her home to complete the contracted work on December 8th.  On that day, our installer realized that he was short some material so he told her he had to run to grab the material he needed to finish and would be right back.  She said she had to go to class and told him he would have to come back another day and finish because she did not want him there when she was not there.  He reported this to the office and we put her on our list to call and get her in the schedule to finish the work.  She did call us on a Saturday when we were not open and left a voicemail upset that she felt we breached the contract because she claimed our installer did not install a new frame on the one window as was listed in the contract.  The owner called our contractor to ask why this was not done and he explained that when he pulled that window, the wood was not rotted as the homeowner assumed it was and did not need to be replaced.  Our owner told our contractor that the homeowner had thought the wood on that frame was rotted and specifically requested it to be replaced and that if the contract calls for something he needs to complete it whether he feels it needs done or not unless he first gets approval from the homeowner.  We were not aware of this issue until Ms. ****** reported that it had not been done as contracted and are more than happy to make it right. In our contractor's mindset, he felt that most customers would not want to spend the money for a repair that was not necessary, especially since inflation has so many people stressed out, and felt he would try to save her some money.  The owner called Ms. ****** to discuss and assured her that we would be happy to send him back to install a new frame on that window and complete the work that he did not get finished before Ms. ****** went to class.  

  Yesterday, Ms. ****** called in and unfortunately there was an ice storm so our office was closed.  When we don't call her back right away, even if she's calling outside of normal business hours, she assumes we are avoiding her and that is not the case but we can't always call someone back immediately.  We have many customers to service and are understaffed so we ask that Ms. ****** please be a little more patient with us and allow us a reasonable opportunity to correct things.  We have not collected any money from Ms. ****** for this project and will not do so until we complete the work on December 20th.  

  Feel free to call us with any questions ###-###-#### and to follow up with Ms. ****** after December 20th.  

  Thank you.

  Customer Answer

  Date: 12/18/2022

  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. 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/02/2022

  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.

  I was contacted via phone call from Integrity Construction & Windows Inc. located at 1520 E Walton Ave, Altoona, PA 16602 stating that we had been drawn from the Mercersburg Town-Fest winning $1,200 towards a new front door. Integrity sent out a gentleman to go over door options with us. We scheduled with Integrity Construction & Windows to have the door installed and they canceled three times; the following three reasons were: "Truck problems, not feeling well, and had to rush wife to the ER". The company requires that a person be at the house for installment; that is three days of work we have now missed and three days of rearranging things for the door to be installed. The dates of day of cancellation are: 10/07/2022, 10/14/2022, 11/11/2022. I contacted the company on November 11th, 2022 regarding their third cancellation; requesting that we cancel the door at this time as we are frustrated with the lack of professionalism. Molly from Integrity Construction & Windows stated to me "...things happen..." Molly also shared with me that we are unable to cancel the door as we signed a contract with them. At this time, I requested to talk to the manager. The manager stated that we were unable to cancel the door as the company had already ordered and paid for the door. He shared with me that I would be receiving a gift card regarding our troubles. At this time Molly also shared with me that we needed to reschedule ASAP as interest rates will be going up in January. At this time, I rescheduled for 12/02/2022. On November 21st, 2022, I reached out to Molly with Integrity Windows & Construction regarding the fact that the $1,200 that we had won towards the door was not deducted from our total on the contract. I had also shared this with the sales rep while at our home; however, he assured me that it was. Molly responded, "In regard to the $1,200 I will give Melvin your contract and have him give you a call here in about 10-15 minutes' '. As of today, December 2nd, 2022, I have yet to receive a call.  We had rescheduled after the three cancellations for 12/02/2022, a carpenter showed up to our house to install the door to find that the door ordered by Integrity Construction & Windows was the wrong door and would not fit; this is now four days of rearrangements and missed work. The contractor shared that the gentlemen who came out to the house to measure the door had the correct measurements and that the company had ordered the wrong door. I contacted the company directly after this conversation on 12/02/2022 regarding the fact that this is now day four of cancellation. Molly at Integrity Construction & Windows Inc. stated "We hired someone that we should not have; he measured the door horribly wrong". Not knowing that the contractor just told us that the measurements were correct, that the wrong door was ordered. I asked at this point if we could cancel the door now, as the door had no longer actually been "ordered and paid for" as shared with me previously. Molly at Integrity shared that we could still not cancel. I asked if the door would be installed prior to January due to the interest rate increase as this is not our fault; she shared that it takes 10-14 days to get the door and that they would try their best; 14 days puts us right up to Christmas. Molly shared that in the event that the door was not in and installed before January that they would talk with the financial company regarding the interest rate. After reading reviews about this company, all the reviews are very similar to our experience. I would not recommend this company to anyone as now we have rearranged our days/ took off work four days for a door that we still do not have installed that we are being charged over $3,000 dollars for. I have not received a call as promised, nor have I received any gift card as promised. 
  
  Outline:
  
  August 11th, 2022: Received call regarding winning of $1,200 towards a door
  
  August 24th, 2022: John came to go over door options & estimate
  
  August 30th, 2022: A gentleman showed up with contract papers 
  
  September 14th, 2022: Scheduled for installment on September 30th, 2022 
  
  September 30th, 2022: First cancellation for October 7th, 2022, rescheduled for October 14th, 2022
  
  October 11th, 2022: Second cancellation for October 14th, 2022, rescheduled for November 11th.
  
  November 11th, 2022: Third cancellation for November 11th, 2022 ( Day of) Requested and denied cancellation as explained above, spoke with manager and was promised a gift card as explained above.
  
  November 21st, 2022: Was told that interest rates will go up in January, so needed to be scheduled ASAP. Scheduled for 12/02/2022; mentioned in accurate price on contract, was told I would be contacted in 10-15 minutes, did not receive call as explained above.
  
  December 2nd, 2022: Installer showed up, wrong door was ordered as explained above. 
  
  Days of work missed: 4 Days
  Number of cancellations: 3x and now 4x with the wrong door with no compromise, discounted price, or promises followed through from Integrity Construction.
  
  

  Business Response

  Date: 12/07/2022

  Following is our response to the complaint filed by Ms. *****
  *****.

  
  Ms. ***** signed a contract to purchase a custom-ordered
  door from our company on August 24, 2022.  We understand Ms. *****’s frustration with our installers cancelling as
  it rarely happens, but in this case unfortunately life can be unpredictable and
  random.  The first time we were scheduled
  to install the door, our installer’s truck broke down the morning of the
  install and he had called to let Ms. ***** know.  We would have never expected that the next
  time we had this install scheduled, our installer scheduled to be there that
  day called us and mentioned that he was not feeling well and what symptoms he
  was experiencing and with COVID we thought it was better to be safe than sorry and
  had him cancel the 2nd install.  Unfortunately a different installer who was scheduled to be there on the
  3rd day we scheduled had to rush his wife to the emergency room which
  was again unexpected and unavoidable.  While
  I’m not happy we had to cancel 3 times,
  After this 3rd cancellation, Ms. ***** did ask
  Molly if they could cancel the door and Molly told her that unfortunately the
  door was already in our warehouse and paid for so it is unable to be
  cancelled.  Ms. ***** asked to talk to a
  manager and I did get on the phone to discuss the issues at which point I
  offered Ms. ***** a gift card in addition to the discount that was applied at
  the contract signing.  Ms. ***** has not
  received this gift card yet because the door project is not completed and paid.  Once the door project is completed and paid,
  Ms. ***** will receive the gift card she was promised. 
  

  We rescheduled the door for December 2nd and the
  door would not fit.  It is clear by this
  complaint that Ms. ***** feels Molly lied to her about the measurements being
  wrong and I can see why she would assume that because the installer who was at
  her house (who is brand new to the company), told her the door he had was
  different measurements than what the original installer had written on the measure
  sheet so we must have ordered the door wrong.  What our installer and Ms. ***** did not know was that when the original
  installer turned in the measurements, the door came in under the standard size
  of 80” and we recently had a door that this installer measured the door slab
  instead of the frame so based on the unusual height, Molly called him prior to
  ordering Ms. *****’s door to make sure he did not also incorrectly measure this
  door.  During this phone conversation, Molly
  told the installer that she wanted to re-verify the measurements since they
  were not standard and the installer told her that he only measured the door
  slab instead of the frame so Molly asked him what height he wanted the door ordered
  and he said to make it the standard 80” door because if the door slab is 77”
  the 80” door will work.  Molly is not an
  installer so she trusted the installer knew what he was talking about and
  ordered an 80” door.  The sheet that our
  newer installer had with him still reflected the original installer’s
  measurements so he assumed Molly ordered the door wrong but in reality the original
  installer was the one who made the mistake.  Regardless of who Ms. ***** wants to put the blame on for the door not
  fitting, it was human error either way and Molly was truthful when telling Ms.
  ***** what happened in this case.   Ms. ***** said they have had to take off work
  but our installer said they had a retired family member there so that they did
  not have to take off work.
  

  Ms. ***** asked to cancel again and assumes the door was no
  longer “ordered and paid for” but when our installer makes a mistake, that
  doesn’t mean we can return to the door to the factory and pay nothing because it
  was our mistake.  The door was ordered
  and paid for and all the trim necessary to install the door.  Since the measurements were not correct, we reordered
  the correct size door and will have to eat the cost of the 2nd door.  Ms. ***** asked about the interest
  rates and was reassured that we had talked to the finance company and gotten an
  extension on the loan with the same terms she originally agreed to so that will
  not be a problem.

  
  Ms. ***** is understandably upset and we are also upset that
  she has not had the best experience.  She
  points out bad reviews but we have a good rating and she does not mention all
  of the glowing reviews nor does she see that we have a high repeat customer
  rate.  We agree this has not been an
  ideal situation and have apologized to this customer for all of the inconvenience
  our installers have caused by cancelling on Ms. *****.  We disagree with Ms. *****’s statement that
  we have offered no compromise or discounted price as there was a substantial
  discount applied to the contract at the time of signing and an additional gift
  card that they will receive upon completion of the project for their inconvenience. 

  
  Please feel free to call ###-###-#### if you have any
  questions or need additional information.  When we receive Ms. *****’s door, we will call to schedule the
  installation and she will be happy with the completed project. 
  
  Thank you,
  Melvin D****
  General Manager