Integrity Heating and Air

Per the warranty company, if we do not do any further work besides the initial diagnostic we need to collect the $service (if the customer's deductible is above $65)We did collect the full $100, but we did send the customer a check refunding the $If her warranty company will cover the $ service fee then we can refund her the rest of her deductible, but that is something she will need to speak to her warranty company about and have them call us

*** called from the business stated that they went out to diagnose the unitUpon there diagnosis they inform the warranty company and they determine if the repair can be made or if the whole until needs to be replacedShe stated that the issue was with the home warranty company getting the
unit shipped out in a timely mannerOn September 15th the unit was installed

Revdex.com:
I have reviewed the response made by the business in refere*** ** *** ** *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all we know its not the service mans responsibility to watch our dog,in regards to that my husband felt a deep trust with this man which is why he left him in our backyard alone.I know my husband he ALWAYS double checks the latch on the door.I was with him when we were driving around all night looking for our lost puppy and my husband attempted to reach the gentleman over a two hour span and about phone calls that the man did not mention everything he did to you.In matter of fact it wasn't till the next day when my husband called him again did he admit to noticing the gate unlatched.All very suspect.Common sense and common courtesy would have dictated a simple phone call and we would have probably recovered our dog That's neither here nor there our AC still in not operating properly.Today when it reached the ac would not bring down the temp below even when it was set to 75.I don't believe that's code because its never been the case in any other of our homes.The service man never even came in to check the rest of the unit he just told my husband we have to deal with i.I don't feel that to be good customer service.We feel like were just getting swept under the rug and our new home is not performing properly.We don't need to be reminded of the record temperatures believe me were feeling it.We also do not need to be reminded of whose responsibility our dog is,its just tough watching our yr old go through this.I little remorse would be in order please.That would my response to what the gentleman said.Thank you for your time
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Another update. The warranty company just confirmed today that the service call cost they have listed for Integrity is actually $which is why I guess they will only return the the $35. Either I misunderstood the person who called me or he explained it poorly. In any case. I have the $35. Still am not satisfied with their service but am considering this settled.Thanks,
***

Miranda called from the business stated that they went out to diagnose the unitUpon there diagnosis they inform the warranty company and they determine if the repair can be made or if the whole until needs to be replacedShe stated that the issue was with the home warranty company getting the
unit shipped out in a timely mannerOn September 15th the unit was installed

Another update. The warranty company just confirmed today that the service call cost they have listed for Integrity is actually $which is why I guess they will only return the the $35. Either I misunderstood the person who called me or he explained it poorly. In any case. I have the $35. Still am not satisfied with their service but am considering this settledThanks,
***

I would like to start by reminding them that we have been experiencing record setting temperaturesThat is the reason for the delay calling them backJust because the dog liked me does not make me responsible for himI never admitted to leaving the gate openI stated that it wasn't latched when
I went to put my tools awayHe was the one that didn't get the gate latched all the wayAt that point the dog was already goneTherefore I assumed that the dog was put away before the homeowner left. As for the A/C, I charged it to factory specificationsI also explained to them that their system is only designed to maintain degrees on a degree dayThat is determined by a computerized heat load calculationThose temperatures are mandated by the state/local codesIf outdoor temps rise above degrees it is quite likely to be hotter than degrees inside the home

To All Concerned Parties: In response to [redacted] (customer) [redacted] we would like to offer this information.1) In regards to the A/C not functioning properly in the home, it is important to note that we did not install the original unit in the home. This is the unit we were contacted to fix. Since our original tech visit to the home we have replaced the original A/C unit with a larger unit that meets the home’s needs. Additionally, the new unit is within the standards and in accordance with the State of Idaho and Federal guidelines set forth. It is our understanding that the customer [redacted] are completely satisfied with the operation of their new air conditioning unit. 2) In regards to not responding to the [redacted] many phone calls in the two hour time period, our technician [redacted] was working with other customers to perform his job duties. He was unable to return phone calls to ANY customers at this time. He did return the customers call within a reasonable amount of time and before 24 hours. 3) In regards to the missing dog, we can certainly sympathize with the [redacted]. When our pets are lost it can be upsetting. The [redacted] chose to hire a Private Investigator to investigate our technician. It is our understanding that this private investigator investigated our technician [redacted], AND his family, as well as our company. Additionally, it is our understanding that when our other technicians went to the [redacted] to install the new unit, [redacted] informed our other technicians that he felt Nate DID NOT take their dog. [redacted] 
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Per the warranty company, if we do not do any further work besides the initial diagnostic we need to collect the $65 service (if the customer's deductible is above $65). We did collect the full $100, but we did send the customer a check refunding the $35. If her warranty company will cover the $65...

service fee then we can refund her the rest of her deductible, but that is something she will need to speak to her warranty company about and have them call us.

Review: I was assigned Integrity Heating and Air by my home warranty company. I called them to set an appointment to look at our A/C unit which had iced over and subsequently stopped running all together after we turned it off and tried to start it up after the ice melted. We have a $100 deductible which we pay to the servicing company. When I called for service I was asked if I had a split unit or an outside AC unit. From what I know it's an outside unit, but as I am not a tech, I didn't really know and said so. All I know is that it's an ~30 year old [redacted]. The model isn't even visible anymore. The tech came out and after about 20 or 25 minutes told us the problem was the transformer and that he would be making a report to the warranty company and getting the authorization to order the part. I called today after receiving no update by 2pm. I was told by Integrity that they can't work on my unit because the furnace part is oil. I don't have an oil unit, I have a regular AC unit and a gas furnace. Then I was asked if I was sure it wasn't oil, or perhaps a boiler unit. Again I said no it's gas. In any case they can't work on it. I requested a refund because the firstly, the tech shouldn't have even begun work on it if they can't work on that type of unit. Secondly, he shouldn't have lied and said that a report and authorization for ordering parts was going to be requested from the warranty company when they had no intention of doing so. I was told that all they could do was refund me the $35 for the service call which is totally backwards. They should refund me at a minimum, $65, and at this point because they lied to me and my warranty company can't get anyone out to look at the unit until later next week and I'm basically going to have to pay out of pocket to get this fixed, should refund the whole $100. I was told that I would have to wait to talk to the owner tomorrow. I'm not waiting. I want to put in a formal complaint about this dishonest company.Desired Settlement: Refund of $100

Business

Response:

Per the warranty company, if we do not do any further work besides the initial diagnostic we need to collect the $65 service (if the customer's deductible is above $65). We did collect the full $100, but we did send the customer a check refunding the $35. If her warranty company will cover the $65 service fee then we can refund her the rest of her deductible, but that is something she will need to speak to her warranty company about and have them call us.

Consumer

Response:

Another update. The warranty company just confirmed today that the service call cost they have listed for Integrity is actually $65 which is why I guess they will only return the the $35. Either I misunderstood the person who called me or he explained it poorly. In any case. I have the $35. Still am not satisfied with their service but am considering this settled.