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Integrity Chimney Service complaints

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1335 Mt. Cobb Road
Jefferson Township, PA 18436 | Get Directions

(570) 215-8726

https://integritychimneyservic...

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Total Amount in Dispute:
$1,500.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Integrity Chimney Service closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Integrity Chimney Service

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3/7/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,500.00 Amount Settled: $0.00

Customer Complaint

1/18/2024

I had a propane fireplace installed March 2022. Within 6 months as I started using it because of the cold. I noticed the fireplace was not putting out the type of heat that I had anticipated. I called and they were unable to come out quickly to check it. When they finally did, Cameron ac technician said the blower was bad and it "wad a lemon blower" . They said they would replace blower but were unable to get a blower quickly because of the holidays. When a blower was finally delivered to my home, another technician said the blower was fine and did not need replacing . So e still have a blower issue and Drew came out to see what the problem was. He indicated that the chase needed insulation. I was never told I would need that prior to the installation. They are now wanting to charge me $1500 for something that should have been done when it was installed from the onset. We also have a glass covering that looks stained and distracts from the enjoyment of our $9000 fireplace. The company will not assist with the cost of the insulation installation even though they should have informed me that it might me an issue. Resolution Sought I would like for the company to pay a portion of the insulation installation and come to clean the glass that looks damaged.

Company Response

2/26/2024

After offering several estimates early 2023, ICS installed an American Hearth- Madison 42" Clean Face gas fireplace heating appliance as per the estimate chosen by, & agreed upon by the homeowner. The unit was installed properly & according to the manufacturer's installation requirements on March 15-17, 2023 by ICS. As Mrs Montero was increasingly unhappy with the output of heat produced by the unit, ICS performed several return trips at no cost to Mrs Montero in November/December 2023 to troubleshoot and appease the homeowner. Although the distribution blower was in question, a new blower was ordered and a return trip from a more experienced technician on 12/28/2023 concluded the distribution blower is in working order. ICS returned on another occasion on 1/10/2024 to provide an estimate to insulate her chimney chase and attempt to mitigate some heat loss. This estimate is in the amount of $1,500 and covers time and materials. This is a service that we offer, but is not required by the manufacturer. We also recommend she look into upgrading the R-Value of her home. Insulating an entire house is not a service we offer. We recommend she find a contractor if this is something she is interested in. We are sorry Mrs Montero is unhappy with the unit she chose. We had no intention of misleading her and hope this issue can be resolved.

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