Integrity Heating & Cooling

I had just had another company come to fix a problem with my boiler, and they replaced a part for $1,000 but did not solve the problem. John Jordan with Integrity Heating and Cooling correctly diagnosed what turned out to be a tricky issue and got the system running correctly for less than half that $ amount. I still need to replace a gauge and a valve, and I'll be calling for John Jordan to do that.

Called for a quote to replace my complete HVAC system. Integrity beat the other quotes by a substantial amount, saving me thousands of dollars while also offering me extras as part of a promotion. Sales person was VERY knowledgeable and I had a quote via email within a half hour of him leaving. Install was scheduled and completed within a week of me calling and was done very professionally and thoroughly. I would have given a 5 star review but both the Furnace AND the AC unit were quoted to me with different efficiencies than what the manufacturer actually states they are - I am rather upset about this and feel I was actually mislead a bit. Quoted "90,000 BTU" Furnace and sticker reads "88,000 BTU"/Quoted a "15 SEER" Rating AC Unit and Energyguide rating is "13 SEER".

Shawn was very professional and knowledgeable servicing our A/C unit. He completed the service in a timely manner. Very pleased.

After only a year, my AC broke down and my previous installer and warranty company left me high and dry. I called Integrity Heating & Cooling and they had Chris out the same day to diagnose the issue. He was realistic, professional, and cared about what was in our best interest. John and Aaron were here the following morning right at 8am when they said they would be (actually a little earlier!). The process was quick, and both were friendly and thorough. The new unit has been working great- these guys were a lifesaver!

Integrity should be NOWHERE in their name. THEY DO NOT HONOR THEIR WARRANTIES!!! Paid all upfront for a new furnace and A/C with a ten year warranty. Had a problem on a Wednesday before Thanksgiving, talked to the 24 hour line at 3:50pm and never received a call back. Seven months later had a problem with my A/C, called them and again no call back. They initially said it would be $159 transportation cost . For warranty work; that is ridiculous!. Had to pay someone else to fix their warranty problem. DO NOT TRUST THEM! THey deserve zero stars but one is the lowest I was able to give.

Update: Their service maintenance plan is subpar. They charge a premium (>$300), but their technicians are inexperienced. Every visit they seem to need help with troubleshooting (eg. how to install air filter, wire pushed out inadvertently by them, even cleaner tool stuck in duct, etc), Their ability to measure or understand the sub cooling on AC units is questionable. I don't mind paying the premium cost IF the quality and experience service tech is provided. They are suppose to do an air quality test...but they didn't have the courtesy to provide the results. They also did not replace my humidifier filter as they should have. Their technicians are not courteous...if you don't want the job then find another one. The review before was trying to give them the benefit of the doubt, but clearly they don't strive for quality service. Finally, I cancelled my service plan and mentioned all these short fallings.... no response and not a care. Good luck staying competitive.

Recommendations for improvement: due to COVID 19 employee should be more diligent in wearing proper PPE (at least if you care about this). Also, caution should be taken when cleaning inside furnace and being in and out of the wires. A final check should be performed to make sure everything is ok. Had to troubleshoot to find out wire had been inadvertently disconnected inside furnace. I think these small but important steps could really make the experience exceptional (as claimed by Integrity Heating and Cooling).

My last encounter with Integrity is unfortunately the reason I have chosen to leave a company I have trusted for many years. The technician failed to thoroughly inspect my furnace which had a cracked heat exchanger and instead suggested I consider replacing a motor “based on how it sounded” in the near future. Eventually, the tech decided a fuse needed to be replaced in order to fix the furnace. He recommended I replace my thermostat, which I’m grateful for. In the process though, he broke my lamp. Accidents happen, I get it. It wasn’t until I had to call back, because as you can probably guess, a fuse does not in fact repair a cracked heat exchanger, that I realized Integrity may not be as trustworthy as I once believed. I was told that because I refused the part (the motor) the tech said was necessary to correct the problem, I would need to pay another travel fee of $149. This was not the conversation I had with the tech. The end result worked in my favor, however, because I would have trusted that I needed the motor and spent an additional $800 on a furnace that needed to be replaced. I found another company who was extremely professional and prepared with proper tools and resources to thoroughly inspect my furnace to determine the problem. To be fair, Integrity does have trustworthy technicians whom I’ve worked with in the past and I am thankful for them.

After several months of back and forth the Service Manager came out personally and fixed the work from previous employees. He did a wonderful job and we are grateful.

Integrity installed a new AC and furnace system several years ago. I've used them for all maintenance since. They reach out to me to set up routine checks and cleaning. They are always on time, friendly and efficient.

We had Integrity install our heating and AC systems 6 years ago and the experience was pleasant. The sale felt like a collaboration instead of the salesman telling us what we needed. When it came time for installation they were on time and did not mess around. They were polite and and professional. It took what seemed like an appropriate be time to complete the work and took the old unit when they were done. The house has never been so easy to heat and cool.

We just had Integrity come back out because a service company we used (ABC) stated that the heater was releasing Carbon Monoxide at dangerous levels. Integrity has started using those text notifications that remind you they are coming and let you know when an employee is on their way (with a picture and a name). They were on time again. When they arrived they got right to work and proved that the system was working fine. In fact, the system was not releasing any Carbon Monoxide into the interior. I will be following up with ABC for a refund. Based on the service, communication and "integrity" that Integrity showed, we have switched service contracts to them.