ComplaintsforInfinity Home Solutions, Inc.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Very unfortunate to have to write this, I had 2 technicians show up a week apart to assess my AC unit. The first technician **** stated it was the thermostat and since my thermostat was wireless they would need to order it and he would come back out to replace. The office was supposed to call me the following day, I had to reach back out a week later via text, call, email because no one was responding. A few days later I got a call from the gal in the office that my thermostat came in and the technician would be out tomorrow. I received no alerts on my phone that he would be arriving earlier, the first technician was great, he called hours before and gave me ETAs. The second technician ***, showed up at my house 4 hours early did not call or leave a note to notify me he was coming. Then came back at our scheduled time at 2, wasted 45 minutes of my time to tell me he didnt think it was the thermostat but he would replace if it I wanted him to. THIS IS THE ***** OF MY COMPLAINT, as follows:After talking with ***, he seen the hesitation that I was on the fence about the thermostat, he reassured me that I could call within the 30day window to install the thermostat if I decided to change my mind and it would be covered. He is stating that there was a miscommunication and since he is the Senior technician he basically overrides Noahs initial recommendation.If I want them to swap it out I would need to pay out of pocket, highly unprofessional. He knows he is in the wrong and based off the other reviews I see here and platforms I can now see this is a shady company.There other solution was to have the home warranty company send me to a second opinion company, just so they dont have to come back out.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I *********************** Have a policy through AMERICAN HOME SHIELD. In 9/16 /2022 my air & heating system was replaced by the company INFINITY HOME SOLUTIONS, with a new unit. In 3/14/2023 requested service notices a loud noise like a gunshot sound when the heating system turns on. 3/30/ they came back to replace at part and order a new part that was replaced in 9/20/2023. In 11/27/2023 requested service again for the same issue the gun shot noise when heater turn on. on 12/7/2023 requested service for the same issue replaced parts. They left and the heating system was not heating and had cold air coming out instead of hot. 12/9/2023 they come back, and they decided to turn the unit off, and they left without telling me about it. Later in the day we tried to turn the heater and it wouldnt turn on. I called them and they said they had turned the unit off; they return on 12/11/2023 they were back and couldnt fix the problem, they were back on 12/13/23 they said parts were order.1/3/2024 they were back replaced parts, same issue the problem continues. 2/7/2024 back to replaced parts, continue with the issue no heating system working. 2/22/24 they were back and continued with the issue. 2/23/2024 last time in my house they havent fixed the issue, and they are telling me that they are going through the manufacture warranty. I talked to *******, on 2/23/24 and he gave me the option to pay the labor cost of $ ***** to replace the heating system, with no labor guarantee. My air ducts have fungus due to the lack of heating and I must pay for them too. They decided to use the manufacturer's warranty and turn off the heading system. Their lack of responsibility left my family with 3 children under the age of 10 and my mother 70 years old with no heating system all winter, now they must breathe the fungus that is in the air ducts. Its over a year since I have had this heating system problem that they are incapable of resolve, they must go through the manufacture warranty.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired American home shield to find us an hvac repair. They sent infinity home solutions from *******. They came out and told us we needed a whole new unit. Over the insured Amount we spent $3000 for them to have correct permits and such. I have been told that this is gauging. Once they left the air worked for a few weeks. And then, in our attic, something started burning. Hazy smoke upstairs and the stench of burning electrical. I had to call 911! The fire department agree that something with the unit was burning. So on a Saturday I desperately tried to get a repairman. Infinity wasnt available so we paid $133 on a Sunday for emergency help. The repairman found a burning tube that was left by infinity. (I have pictures). He said it wasnt done very well but thought it would be ok. A week later the air fan just stopped running. No air would come out at all. 100 degrees of course. I first tried infinity. They had NOT even called me back after my fire complain. They had their office manager call me to Get the story but no one ever followed up. I was so afraid that they hurt my home that I honestly didnt want them to come back. They wouldnt do it right again and would cover any other tracks. So we hired another company from ****** to come fix the air. They said it needed a new fan and they would have thought the very expensive job we paid infinity would have covered this. He tried to get it to work but said it would probably fail again without a new fan. Another $1500! So we paid that and a week later it dialed again while the fan was on order. So now we have the new fan and again we are being told that infinity did not hook up The new ac unit correctly and it needs a filter and flushing system to actually cool our home. That quote came in at over $2200. All of this because infinity did a half a** job, charged us for nothing and left lives of rubber in my atypical on the unit to start on fire. We want our money back from them. They have abused us and cost us

  Business response

  08/14/2023

  Good Afternoon,

  We have received a voicemail on July 8th regarding this incident, unfortunately we are a small business and are not able to provide service on weekends and after the hours of 8am-5pm Monday-Friday. We did however give a call back on Monday morning when we received the message as we were urgently concerned. However when we got in touch with the homeowner after many tries, she informed us of "a haze" that formed and she had called the fire department. She had stated the fire department found a black pipe that was "smoldering". She did inform us that she did have someone else go out on Saturday to fix her AC unit, as she stated earlier in the statement. We then concluded from that statement that there was nothing we did that could've caused that to happen, the pipe she has attached a picture of wasn't provided by us, nor left there by us. The install we did back on June 6th would not have cause smoke/fire. We had offered to go out and fix her unit, to which she declined because she did already have someone out. The company she had out did not completely fix the unit and again after hours we had received a work order from American Home Shield stating she needs her AC fixed. When we had came in on The following day we had saw that we had received it at 7pm and American Home shield had already canceled it at 11pm. We were still concerned being as typically when we receive a work order it means the unit is not working. We gave yet another call to *********************** in which she didn't answer but then sent us a text message stating she did not want us to go out. 

   

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