Integrity Home Solutions

As of 6/27/17 this job has been completed and our money has been collected.  The customer signed off on the completion of the job and to our knowledge is happy with the floor and the completion of the job.  Our owner, [redacted], met with the [redacted] in person on 6/16/17 and we were in...

communication from that point forward to ensure the floor was completed and they were happy.  With the work completed and the final amount paid, we are confident this matter has been resolved to the customer's satisfaction.

Complaint: [redacted]
I am very happy to hear this answer, but we still have not received a call...

back from anyone, or gotten any information on HOW we can proceed with cancelling the contract, or when our money will be refunded.Should we drop off the signed cancellation at the office?  What are next steps?  
Sincerely,
Lauren [redacted]

Complaint:...

[redacted]
I am rejecting this response because:
I was information from someone else that they visited the office and WAITED for the return of their deposit.  If they are completing the jobs, then isn't there money coming in from that?   Where is that money going?   This was $1000 and are in need of that so that we can complete the work to be done that they did not do.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/04/30) */
I will try to address each concern as they are stated on the complaint.
I can't imagine any of my competitors' bids coming in lower than ours. The project as it was sold came out to less than 70% of list price (more than 30% discount). The...

additional work that was performed (and not billed) abolished any chance of profit.
The sales rep is not new to the company, nor is he new to the business. Our production schedule is normally 6-8 weeks out, sometimes longer for exterior work in the winter months (job sold in Jan.). 6-8 weeks is what reps are instructed to tell the client - stressing that the production scheduling manager will ultimately inform them of the specific install date.
All our projects are measured and ordered by a company employed project manager. There was absolutely no need to ladder up to the upper windows for measurement. In order to reach them, he would have had to climb on the porch which was poorly supported by deteriorating columns. There was also a good deal of snow on the porch and ground which is reflected in the measure photos.
How the complainant arrived at the "worth" of the materials can only be a guess, as I divulged the actual cost to the client after he agreed to meet with me. All the products that were ordered and installed are covered under warranty by the manufactures. No request was ever made to MATCH the existing metal. The request was made (after the fact) to REPLACE the existing metal with the new material.
There is no such thing as a garage "kit", or a porch ceiling "kit", nor is it mentioned in any paperwork.
Replacing the existing soffit and fascia was not part of the contract. Ultimately, this extra work was done at no additional cost to the client.
Since receipt of this complaint, the customer and myself have met and come to the agreement that the work is satisfactory, and that no credit is deserved. The original project manager has since resigned.

Hello – I’m writing in regards to my complaint #[redacted] on Integrity Home Soultions.  The Owner and Lead Project Mgr for HIS has committed to repairing all issues with our re-modeled bathroom.  At this time I’m satisfied with the solution and would like to withdraw my complaint. ...

Please let me know if this is possible or any other steps I need to take.   Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because:  As of today's date, August 30th, we have STILL not received any response from Integrity Home Solutions as to when they expect to begin work on our deck project.  In fact, I called them Monday, August 28th and asked to speak to [redacted], their supervisor, and had to leave a message.  I have not received a return call.  The permit for this project was pulled back the first of July.  It is now nearly 2 months later and still nothing has been done.  I asked to speak to the owner of this company and he has yet to call.  The time for further dialogue has passed.  I want this contract to be cancelled and a full refund of our deposit immediately so we can find a reputable company to do the work in a timely fashion.
Sincerely,
[redacted]

On 5/17/17, we signed a contract to have our kitchen cabinets, counter tops, and sink replaced.  We were not changing the kitchen footprint.  We selected [redacted] cabinets and a [redacted] counter top.  Total price was $16,118 and we gave them a check for the down...

payment of $5372.00.  We were told to allow 9-13 weeks from contract signing for the job to begin.  We asked for an outside deadline for the job, but they refused to add anything like that to the contract.  Early in July a telephone call and message left for [redacted] to call us.  Another message was left for our salesman the general manager, [redacted] around 7/10/18.  Finally, on 7/24 I left a third message. On 7/25, [redacted] called back.  He explained they were behind and it would be a minimum of 8 more weeks before the job would begin.  He said he was working on our project.  I left another message with some additional information after this call, but did not receive a call back.  On 8/25/17 I left a message for [redacted], the general manager.  He did call back and advised that [redacted] had been fired because there were a number of complaints about [redacted] for not returning calls and leaving clients wondering what’s going on with their job.  On 9/8/17, another production manager, [redacted]. called.  He thought they could get the kitchen [redacted]e before Thanksgiving.  I asked him for 2 weeks’ notice so I could prepare and pack up the kitchen.  On 10/4/17, I left a telephone message for [redacted].  On 10/5/17, a secretary called to say [redacted] would return my call on 10/6/17.  No response.  I called on 10/12/17 for [redacted] and left another message.  On 10/13/17 I left a message for the general manager with no response.  Finally, on 10/23/17, twenty-one weeks since we signed our contract, I called the business and asked for [redacted], the general manager – he wasn’t available and then I asked for [redacted], the senior production manager.  We told [redacted] we wanted our money back.    She said only the president, [redacted]. could grant that.  Our cabinets were still not ordered.  An appointment was made for [redacted] to come to our house to speak with us. On 10/30/17, [redacted]. came to our home.  He told us the [redacted] cabinets we wanted he could not get due to some disagreement he had with the [redacted] company.  He said he didn’t know why no one offered us the option to pick out other cabinets sooner.  He implied we could not be released from the contract.  I felt as if he was threatening us with legal consequences if we pressed for a return of the down payment.  So, he offered to let us pick out new cabinets and would upgrade our counter tops to granite for free.  Because of their unresponsiveness, we agreed that no more money needed to be given to them until the products were in our garage for them to begin tear down and installation.  We would give them 1/2 of the next 1/3 when the cabinets were in our possession and the remaining 1/2 of the second 1/3 after a couple days working in our house on the job.  The final third would come when they completed the job.  Bill wrote up a contract revision on 11/9/17 when we came out to the office to look at cabinets, granite and handles. We met with [redacted] and then with [redacted] S.  On 11/14/17, [redacted], another production manager called.   The issue with the [redacted] cabinets was resolved and they could get the original ones we picked out.  They would still upgrade to granite as promised.  I was okay with the [redacted] because I liked the design on the door better.  [redacted] said he ordered our cabinets and would have them the week of January 15, 2018.  He wanted a check for the second third of the cost and I reminded him to tell [redacted] of our agreement with payment, because we simply had concerns about trusting them.   On January 11th I texted [redacted] about an install date so I could know if it was time to pack up my kitchen.  On January 12th, I texted [redacted] again with no response.  On January 13, I left a message on the business’ telephone answering machine.  On January 18, I left messages for [redacted], [redacted], and tried to reach [redacted] on his cell phone.  I called the business land line phone again with no success. There was a list a cell phones for various employees in my packet from the company so I began to call until someone answered.   I spoke with [redacted], a sales representative.  He informed me that the operating partner (and president) [redacted] left town/disappeared in December.  The office space they rented was “cleared out” the Saturday after Christmas.  He said the Senior production manager, [redacted], was working from her home in an effort to at least finish the jobs they had, but would not take any new jobs.  [redacted] described a variety of problems/issues the company had with money and delayed paychecks to staff.   [redacted] reportedly declared bankruptcy, but it wasn’t the company that was bankrupt, just [redacted]. who had other tax debts, etc. He told me [redacted] had gone to work for another company which I contacted to speak with [redacted].  [redacted] listened to my concerns and said he’d call me back after he made some calls, but he never did.  [redacted] maintained, however, that the company still existed, but saved overhead by moving out of the office space they had.   The business phone was forwarded to [redacted]’s home phone. I called [redacted] on 1/15/18.  [redacted]. explained that [redacted]. walked away from the business 12/21/17.  She said the silent partner owner, [redacted] L (Bill Levan) was working with [redacted] to finish up the projects they had.  [redacted] said she had installers, but needed to find out if the cabinets were delivered.  She had not spoken with the [redacted] company.   She said she could not refund our deposit.  She said she was more than willing to complete the job in a satisfactory manner.   She said they had 4-6 clients with the last name beginning with “H” including us that involved projects they were trying to complete.  [redacted] said she didn’t know how much money was paid to [redacted] to date or how much was owed.  She needed to speak with a [redacted] company representative.  She said she would call me back when she gets a response, but probably not until next week.  She assured me she wanted us to be happy.  January 25th, [redacted] called and said she still did not have any answer for us. I left a telephone message for [redacted] on 2/2/18 with no response.  On 2/7/18, I called [redacted] again.  [redacted] explained that our cabinets were never delivered, but offered to let us pick out different cabinets.  I told [redacted] we were not going to do that. We were asked to pick out different cabinets once before when there was an issue getting the cabinets. So we went to their business and picked out different cabinets. When I was told the cabinets were ordered last fall, the company ordered the [redacted] cabinets for the second time. [redacted] said she cannot give us back our down payment of $5372 as she has no access to the monies.  I have tried to get home addresses for [redacted] and [redacted] because I figured any attempt to find them at the business office that closed would be unsuccessful.  [redacted] refused to provide me with the addresses.  Previously, I had explored Missouri’s Case Net and found a possible home address for [redacted]. and an address for [redacted] that could have been a residence or a previous or other business he owned.  I’ll forward those to you if you want them. Please call me with questions.  Thank you [redacted]  [redacted]

The company that did her roof is no longer in business, however, we feel that the issue is chimney flashing and since we feel an obligation to Ms [redacted] and want to help her, we are going to assist in getting this done. We will need Ms [redacted] to be a little patient as we work through finding time...

for one of our installers to get off another job so they can go to hers, but we are willing to help.

Complaint: [redacted]
I am rejecting this response because: Yes, they have met with me.  Their response of we will "fix it correctly" is...

very vague.  I would like a detailed list of each item they are going to fix.  Our views of what is correct are obviously very different between myself and IHS as my initial deck was not built correctly.
Sincerely,
[redacted]

Please note for your records!!!  We have not heard from Integrity Home Solutions since December 14 when we were told our kitchen would be started on January 12 or 15.    This is the same thing that happened on October 3 when we were told it would be started on October 26.[redacted] and [redacted]

We have met with Mr and Mrs [redacted] and agreed to refund their money. We have tried to work out other solutions but there was nothing that could be done so we are allowing them to cancel their contract.

see attached

This project has been changed multiple times by the customer.  There have been no delays from the company.  The decision not to do the the shower was said to be a monetary issue.... Not a timing issue.  All the material has been ordered and re-ordered.  Company has made several...

attempts to resolve with customer.  Customer has not answered or responded.  If customer remains insistent on cancelling, there will be charges for special ordered (and re-ordered) material.  Company is willing to fulfill or amend original contract.

Complaint:...

[redacted]
I am rejecting this response because:
Our request was not to 'return down payment'.  Our request was for Integrity Home Solutions to reimburse us the repair costs incurred, as a result of the direct damage Integrity and its 'workers' caused.  Additionally, Integrity's response needs to be validated.  According to current social media accounts, [redacted] is indeed the owner of Integrity Home Solutions.  Based on their track record, I do not trust that their statement is accurate.
Sincerely,
[redacted]

We are trying to fix all issues and complete the work as quickly and with as much quality as we can. We are currently working on Ms [redacted]'s project and expect to be finished by the end of the week or worst case scenario early next week. We will have the work inspected when complete and ensure...

that Ms [redacted] is satisfied with the project.

We are willing to allow Mr [redacted] to cancel his contract even though we are after the 3 days. If he has not already done so we would need Mr [redacted] to sign the back of the first page of his agreement stating his desire to cancel. Once we receive that we will pass it on to the accounting department and...

within two weeks they will process his refund payment according to the terms of his contract. That cancellation can be mailed to us at [redacted] St Peters, Mo 63376 or faxed to [redacted] or scanned and emailed to [redacted]

Unfortunately as Mr [redacted] stated we were put behind when the installer we have dealt with for well over 20 years was injured and forced to move on to other things. Because we had no warning that we would be forced to find a new siding installer it took us some [redacted]e and difficulties to find the...

right person. We went through a couple of crews before we found the right person. Out intention is always to do the best quality job that we can for the customer. We have no desire to provide poor workmanship and have the customer unhappy. While I know it is frustrating to wait this long it would have been much worse for us to just hire anyone off the street to do the job and have it not turn out right. As Mr [redacted] said, we have now found a good fit that does great work. Unfortunately last week his ex wife and son were in a car accident and he was forced to be off work for most of the week so he could care for his son as his ex wife could not as she was also hurt in the accident. Our installer is back at work this week finishing up another job. He is going to work through the weekend to finish up the job that he is working on currently. We have called Mr [redacted] to let him know that he should expect to see us at his house on the afternoon of Monday 9/11 to get started. We expect to do an excellent job for him and make him happy with this new siding.