Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/20/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 3 windows and 1 glass sliding door from Infinite Home Improvement on February 22, 2022. Installation was scheduled for ***** weeks from that date. Upon my contacting the business in June, I was told the factory was having problems with delivery issues. In August I was told that factory was behind in its production. In September, the windows still were not made. In November, I was told Infinite now had the windows, but the man who applied for the permits had died and a new one had to be hired. In December, I was told the company applied for the permits and was waiting for Manatee County to hand out the permit. It is now the end of December(almost 10 months since I made the down payment, and my calls have been sent to voice mail. Is there any recourse for me, since I would the windows installed?

  

  Business Response

  Date: 11/20/2024

  We have completed this job putting trim on the windows and the window permit has been closed.   We apologized for the length of time it took to complete and provided discount on final payment.  The customer is now satisfied.

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our contract with Infinite Home Improvements, **** is to install sliding glass doors to enclose our Liani and it was executed and hand delivered to their office on May 25, 2022. The contract states "The estimated project completion date will be 16 to 20 weeks from the date you accept this agreement". The salesman assured us the doors would be installed on or before the 16 weeks. I contacted the salesman on Sept. 6, 2022 to get an update and was told the doors would be delivered on or about Oct 7, 2022. That didn't happen. I reached out to the owner, *************************, and he informed me the doors would arrive no later than the end of Nov., 2022. That never happened. Today, Dec.6, 2022 they brought doors to our home, but before they unloaded them or anyone took any measurements, I was told the doors were the wrong size and would not fit the opening and would need to be remanufactured. Don't ask me how he knew that they would not fit without measuring, the opening is 12 feet wide. The doors they brought today were manufactured by TGP, however our contract clearly states they would be manufactured by CWS. We were never informed of the change of manufacturer and never agreed to that change. We are totally disgusted with Infinite Home Improvements and ************************* and would like our deposit returned. The contact total was $35,176.00 and we gave them a deposit of 50% or $17,588.00.

  

  Business Response

  Date: 12/22/2022

  Good morning.

  When we sent the dimensions to our supplier, Town and Country, to place the order, our representative there suggested changing the manufacturer from CWS to PGT because CWS does not make picture windows in the size that was needed for the project. The dimensions needed were quite large.
  
  It states on Mr. Plank's contract with us that the estimated project completion date would be 16 to 20 weeks from the date he accepted the agreement, and that that date is based on best available information at the time of signing and is not a guaranteed date as industry fluctuations can affect the final outcome. His final measure was June 13; this would have put us in the October to November window for project completion.
  
  Unfortunately, Hurricanes Ian and Nicole did affect the timeline for manufacturing and delivery of the products. We did inform Mr. Plank that we were expecting his window and sliding glass door to arrive the week after Thanksgiving, which it did. We were not able to start installation immediately because we were still waiting on the permit, which was issued by the county 12/2/22. Our office manager called him that same day to let him know the permit was issued and to schedule installation to start 12/6/22.
  
  Our employees arrived at Mr. Plank's house on 12/6 and started unloading the slider when our window installer realized that the sliding glass door was too long.  After doing some research, we discovered that when our representative at our window supplier was creating the quote, he transposed the numbers in the dimensions of the sliding glass door from 223" wide to 232" wide. He has admitted to us that that was his error and also spoke with Mr. Plank directly accepting fault for that.
  
  We are currently waiting on our window supplier to give us all of the options for remedying the situation so that we can come to an agreement that is equitable for all involved parties and we are sorry for the inconvenience that this has caused Mr. Plank.

  Customer Answer

  Date: 12/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  After numerous attempts at requesting an update from both the salesman and owner of Infinite Home Improvements, I was told, via text, that the doors and windows would be delivered on October 7.  They were not. I was then informed, via telephone call from the owner that the doors would be delivered by the end of November. They were not. the contractor had 7 months to apply for a building permit. They did not until November. 

  I was never informed or given an opportunity to discuss the change to the contract concerning the change in manufacturer. Prior to signing the contract my wife and I had a discussion with the salesman where he indicated that PGT 1.) had quality control issues and 2.) CWS could deliver their materials much quicker than PGT. In a follow-up telephone conversation with the owner he confirmed that PGT had quality control issues. Any reputable contractor would have discussed a major change in a contract with the client and get the client to sign off on this change given that we were told of problems with PGT. I only realized of the change when Infinite Home Improvements tried to deliver the wrong size doors. A little late to inform me and or get my approval.

  The PGT representative also indicated Infinite Home Improvements reviewed and signed off on the purchase order prior to the start of manufacturing the doors.

  Another issue I would like Infinite to address is concerning information I received from Sarasota County regarding Infinite's licensure status. The county indicated  that "The license number provided (CGC1514713 DBA) is issued to Felix Daniel Sapanero/Infinity Construction & Design, Inc. They are licensed to work anywhere in the state of Florida but at this time the license is delinquent and they should not be offering services."

  It's been over two weeks since Infinite attempted to deliver the doors and I have not heard from them. In my opinion a reputable contractor would have kept their client informed as to the status of the project. I would like to know when I might anticipate the remanufactured doors arrival date.

  The lack of communications by this contractor have been horrendous from the start of this project. I would have expected better.

  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/25/2023

  Business response taken verbally by BBB:

  We have issued a full refund to this customer as the manufacturer has not provided the correct door size and delayed the shipment of the correct door.

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Contracts with Infinite Home Improvements was signed by ** in April 2022, they told us they would start work on our project in 3rd or 4th week of June 2022, however Infinite delayed start of the project twice after Contract was signed and project started 1st week of Aug. 2022. The remodeling project was divided into 2 separate contracts, one for Master bathroom and Master bedroom and the other for Kitchen, breakfast nook, dining room, laundry room, main living area, spare bathroom and hallway outside spare bathroom. On the date the contracts were signed ( 1st contract signed 4/5/22 and 2nd contact 4/14/22) a total of $57,500.00 was given to Infinite as "deposit". Since April 2 more payments of $24,830.00 for a total of $49,660.00 have been made. There is one final payment of $24,800.00 due at completion of both projects/contracts.Along with the signed contracts is an email outlining all work to be performed by Infinite for both projects, Infinite agreed to sign and date this email since some items were "omitted" from the 2 separate contracts.Issues with work from Infinite Home improvements are as follows:1) Very small crews on the job 2) Inadequate weekly schedules outlining scheduled project work.3) Some work activities not being completed as scheduled and then not re-scheduled for completion.4) Difficulty contacting/communicating with Infinite representatives; some have caused significant project delays (e.g.: Front door and transom window replacement)5) not suppling samples of doors (exterior, closet and pocket), cabinet glass inserts in a timely manner causing project delays. 6) Infinite work groups having poor housekeeping standards causing (the home owners) to spend hours cleaning up after crew's completion for the day.7) Several weeks during the project when little or no work performed.2 Warning Letters have been wrote and sent to Infinite Home Improvements managers, but with little response to resolve the issues. Copies of docs attached.

  Customer Answer

  Date: 12/21/2022

  I received several texts from *************************** (my project lead with Infinite Home Improvements) starting on Dec 14, 2022 after I initiated a text on Dec 13, 2022. He told me that he was just discharged from the hospital after Thyroid surgery.  In a text on Dec 14 he stated that Infinite was going to continue with my remodel project and contract.  On Dec 15, when asked if he (***************************) was going to finish making Master Closet inserts (dresser, shelves and clothes rods) he stated yes but not until after Christmas.  Also on Dec ********************************************************* Later that day he responded the hardware would be here on Dec 20/22.  Since Dec. 15th I have asked *************************** to call me several times (voice mail and texting) and he has not called.
  

  
  

  

  Business Response

  Date: 12/22/2022

  Our office manager ******* spoke to ************ on 12/21/22 and scheduled **** to come to his home on 1/3/23 to work.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18532617
  
  I am rejecting this response because: The only item scheduled is 1 day to finish cabinet work, *************************** will not respond to even tell us if he has the rest of the required material to finish the cabinet work.  No items were scheduled for the entire month of December, 1 item scheduled for the month of Jan. 2023 and no other "open items" (see attachment 1) are scheduled in 2023. I have attached remaining work by the contract and items promised by *************************** with Infinite (attachment 1).  I have pleaded for ********************** to schedule all open work items listed in the attachment so we (the owners) can see when this project will end, however he refuses to do this.  We have sent ********************** and other Infinite Management on Dec. 24 2022 this attachment (previously updated on 12/24/22).  There is major work not scheduled and not completed; there response is NOT acceptable.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/25/2023

  Business response taken verbally by BBB:

  This job is 99% finished and we are just waiting on getting the doors from the manufacturer. Unfortunately they have not given us an ETA on delivery of the door. We have communicated and come to an agreement with the customer to get paid the entire amount upon installation of the door.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18532617
  
  I am rejecting this response because: The response from Infinite Home improvements is not true, the job is not 99% complete!  Open items include:

  1) Exterior fiberglass door and side light and transom window above the exterior door; hurricane rated have not been installed and transom window glass is not yet agreed on by the owners,  Very poor communication with Infinite on Transom window and when door will actually be installed (still no date and not sure if Door, side light and transom window was even ordered yet.).

  2) Outside Stucco repair from Master bedroom window (2) removal (to include removal of old outdoor window *****) and stucco repair on outside of Master bathroom from old window removal and new transom window installed.  No date when the stucco will be repaired by Infinite Home Improvements.

  3) Kitchen upper cabinet glass inserts were removed to meet customers more opaque request (no samples of glass were given to customer as promised by ********************** before cabinets were delivered and installed), still awaiting new glass to be installed.

  4) Kitchen pantry doors will not open far enough to allow slider drawers to pull out (this occurred after door handles were installed by Infinite Home Improvements.  No resolution at this time (recent discovery).

  5) 2 Master bathroom vanity doors need replaced due to cabinet doors scratched beyond simple repair (no delivery or installation date).

     I have NOT agreed to pay the full amount to Infinite Home Improvements, this is due to performing work myself that was part of the Contract with Infinite Home Improvements due to no work being performed by them for over 30 days straight (the whole month of December) with little work performed in October and November.  I had to perform work myself (list given to the Owner of Infinite Home Improvements on 1/2/23) since living conditions in my home have been restricted and stressful since Infinite Home improvements started the projects the first week in August 2022 (i.e. Kitchen, Master Bath, Master Bedroom, Living room, Dining room have been restricted).  We were told by the salesman and General Contractor that both projects would be complete in the 3rd or 4th week of October 2022 (approximately 90 days), Feb 1 of 2023 will be 180 since the actual start and 287 since the Contracts were singed with Infinite Home Improvements. An Addendum to both project contracts was sent to Infinite Home Improvements on 1/2/23 and discussed with the Owner of Infinite Home Improvements (*************************) and General Contractor *************************** of Infinite, along with a list of work that I have completed on 1/3/23. Infinite refused to sign this Addendum nor give retribution for work or out of pocket materials cost, I have performed.  This is not acceptable to me.

  Sincerely,

  
  *************************

  

  Business Response

  Date: 02/28/2023

  1. Infinite Home Improvements cannot install the exterior fiberglass door, side light, and transom window above the exterior door until the homeowner has made a final selection on the window glass for the transom so it can be ordered. The transom was originally supposed to be clear glass per the contract. The customer wanted hammered glass which was not available. The homeowner did not make a final selection on glass for the transom window until February 2, 2023. We were not able to order the exterior fiberglass door and side lights at the same time as the windows because the customer wanted to make a change that needed to be discussed with their salesperson. We are still waiting on receipt of those items from the manufacturer and the installation of the front door and side lights must happen at the same time.
  2. As explained to Mr. Hunt by our general manager ****, our stucco repair person had passed away and we had been trying to source a new stucco person whose quality of work is acceptable to us before we scheduled them to do the needed repairs. Stucco work has been completed at this point in time.
  3. Kitchen upper cabinet glass inserts provided at time of installation were the frosted glass specified on the customer's contract. Customer decided after the glass was delivered that it was not opaque enough. We sent glass samples to the customer's house on October 6, 2022, for the customer to make a new selection from the glass that we were able to provide, but the customer did not like any of the glass. Customer ordered a new glass sample from an architectural glass company in ********** and requested that we use that glass, which was not available at the needed thickness for the cabinet doors. We sourced a local company to sandblast the original glass inserts to the customer's desired opacity at our cost, and they have since been delivered to the homeowner's house.
  4. We had provided the handles for the cabinets based on the customer selection specified in the contract, which the customer rejected when they were delivered to his home. Upon customer request, we installed handles that the customer had purchased themselves. The handles they provided are appliance door handles, not cabinet door handles, and therefore have a higher profile and larger size than typical cabinet door handles. Customer sent a photo of the drawer pullouts in question to our general manager **** in the morning of 2/1/23. Based on the photo, the reason the door does not open all the way is due to the higher profile of the customer provided handle. Upon further investigation, it also appears that the pullout was moved from its original installation location, moving it closer to the door and giving it less room for clearance.
  5. The two vanity doors in question are not beyond simple repair, however the customer will not accept attempts to repair and has demanded replacement doors, which have been ordered and we are awaiting delivery of the replacements.
  When the project schedule was originally outlined, the anticipated substantial completion date was the end of October 2022; however, there have been delays on the project, in part because of changes initiated by the homeowner after work began. The homeowner has had running water and working electricity in the kitchen since mid October. The homeowner drafted an addendum to the contract and sent it to the general manager of Infinite Home Improvements on 1/2/23, but it was drafted without input from Infinite Home Improvements and the changes made within were not equitable to both parties or legally enforceable so IHI did not agree to the terms.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18532617
  
  I am rejecting this response because:

  Response 3-2-23
  Response to 1.: I have attached page 4 of the Kitchen contract that dictates the exterior front door (about from top of page).  The contract states; Install New Fiberglass Impact Double Door Front door w/composite frame & jam.  Install New trim boards & Impact Transom Window.  No where does it specify the style or glass options for the door or transom window.  ****************** errored in his response when he states clear glass was specified for the transom window above the front door in the contract. (see attachment page 4 of kitchen contract)

  
  When **************** sent us the Door manufactures catalog on 9/16 (see attached email, this was approx. 30 days after I requested the catalog).  We selected door, but had questions and responded back to **************** promptly on 9/19/22.  These questions included if there was a Transom window option for this door and Double door size options (as stated in the contract.)
  As you can see from the email response from **************** on 9-21-22, the double door option would not be available in the style of door we liked DRG49 607JA **************************  On 9-21-22 I asked **************** for options then from the door manufacture.  Since double door option was not going to be available, I asked **************** to find out what styles/options from the manufacture would include the same glass options in the front door, side lite and transom window.  However, I did not receive a response from **************** after the last reply I sent on 9-21-22.  On **** and **** I texted **************** to see if he received my email, but I did not get a response text back.  Attempts to contact **************** through the rest of September, October, November and December failed.  **************** would not return calls. I requested ********************** to contact **************** during this period several times, but ********************** told me that he was unable to contact him also, his house had internal flooding issues due to the hurricane.
  In Jan 2023, **************** and ********************** came to the house to discuss front door options and we settled on a Fiberglass front door BHI DRG49 607JA (3/4 length *************************),, hinged Side lite with ************************* and replacement eyebrow transom window above front door in what **************** described as shower style textured glass.  He gave us 2 options; the Shower style glass or clear glass. We told him the shower style glass because that would be closer to the ************************* that would be in the front door and side lite.  **************** told us again that BHI would not make our style (eyebrow) transom window out of the *************************.
  Later in January 23, I inquired to see if the front door and transom window had actually been order yet because I knew this would be a long lead item (months before delivery).  I was told by ********************** I believe that yes the door and transom window had been ordered.   I verified the door and transom window glass and was told that the transom window with clear glass had been order.  I responded that that is not what we told *****************  **********************,**************** and myself conducted a conference call to discuss why the wrong glass was ordered.  **************** was defensive and swore that he was correct and he would check his notes (*************** reported to ********************** several days later that he could not find his notes apparently or at least what ********************** told me.)  I requested **************** to send us the 2 options of glass for the transom window and received an email on 2/1/23 and responded back to **************** on 2/2/23 (see attached email).  We responded back with Option "PGT Obscure glass option".
  So, now the BBB and ****************** can see the whole story on the Front exterior door and transom window, when **************** does not respond for over 3 months, is not acceptable to me. ****************** needs to understand this.
  
  Response to 2.: The Stucco repair for the house was ready for several months prior to ********************** explaining that their Stucco person had passed away.  This however should not be the customers problem and to take 3-4 months to find another Stucco person tells me that this was not a priority for Infinite Home Improvements.  If a company is going to have a weak bench strengthand relies only on one person to perform specific/ specialized work, this tells me that oversight and leadership for the company is weak.

  
  Response to 3.: As discussed with **************** at the contract signing for the Kitchen in April 22, **************** was going to drop off glass samples of the frosted glass so we could make sure this is what we wanted, he did not have any cabinet glass samples with him at the time.  **************** never brought us any glass samples prior to the delivery of the cabinet glass and cabinets.  My wife immediately did not like the glass,because it was not opaque enough.  This was communicated to ********************** and samples were sent to us to look at, but only after the cabinet glass was installed. Again, this delay and issue could have been resolved and prevented before the project was actually started in August, if **************** would have been responsive and followed through on what he told us by getting us samples for the cabinet glass back in April 22.  ****************** needs to understand when his employees do not follow through on actions, there will be possible repercussions,such as this.  This issue has now been resolved with the help from ****************** to drive a resolution in a timely manner as his BBB response discusses.

  
  Response to 4.: As discussed with ********************** on 7/15/22 (see attached text message with ********************** on 7/15/22, last text on page), that we would be buying Kitchen and bathroom cabinet pulls, this was several months prior to Infinite delivering drawer pulls and 2 weeks prior to actual start of projects.  Why Infinite ordered the pulls puzzles me since the General Contractor (*********) knew we would be ordering cabinet pulls in July?  Sounds like a communication issue internally with Infinite.  We were told that a **** allowance would be given for cabinet pulls since we would be buying them.
  ********************** installed all door and Drawer pulls and all pull out drawers were installed by Infinite. So if the Drawer pull that we selected for the pantry cabinet door was going to be too large in depth, I would have thought that ********************** would have identified this prior to drilling the holes in the cabinet door to install the door pull handle.  I measured the clearance from the Pantry door in question to the Laundry room casing molding to only be to prevent the pull out drawer hitting the pantry door when fully extended, this would mean none of the Rockdale pulls that we had purchased would have prevented this issue, because the smallest depth of pull handles or k**** was 1 inch and would not have allowed the pull out drawer to fully extend with out hitting the pantry door (see attached photos with and without hardware on pantry door).
  As far as the location of the Pull out drawers not being in their original location, as ****************** claims, I took photos of the Pull out drawers hardware location and it appears to be exactly where Infinite installed them (I could only attach 1photo, even though I .zip all attached files to this response. Please tell me how to send the rest of the photos).  I did NOT modify or touch the hardware for these pull out drawers.

  
  Response to 5.: I pointed out to ********************** several times the scratches on the 2 vanity doors (I believe were made either in installation of shipping) and the variance in color of the stain/finish on the Linen closet cabinet face frame and doors when *** ********* was on location.  When, he was installing cabinet pull hardware for the vanity cabinet drawers and doors, I pointed out the deep scratches again and said these will have to be repaired. After drawer and hardware pulls were installed Mr. ********** assistant was using a colored marker to filling in the scratches.  I stated that I hated using colored markersbecause it always looks like c*** when youre finished.  ********************** responded; yes I know, the cabinets doors will have to be replaced she is just using the marker until we get the new doors. I said great, how long?  He was not sure, but he knew it would be several weeks.
  So again ****************** is misinformed. I was agreeable to the cabinet doors being removed and repaired by the cabinet manufacture (sand down effected and re-stain and finish doors). However, ********************** was the one who said to replace the doors not myself. 
  As far as ****************** explaining that the project delays are due to changes that we have made is a fallacy. In the above response to ****************** response to the BBB (1-5), I identified where Infinite themselves have caused months of delays from poor internal communication, leadership, Oversight, proper scheduling of manpower and proper/timely follow through of items discussed with the customer.  ********************** needs to hold themselves accountable for the months of delays and weeks/months of little or no work performed.
  In closing I would just like to say, That I have performed a lot of work on these projects because I had no real idea when Infinite was going to finish open work activities. There have been periods of 30 days or more where the Infinite General contractor and salesperson would not respond to us, ***************** needs to take a hard look at how he wants his company to show professionalism,respect, courtesy and respect for the paying customer. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of contract: September 1, 2021. Project: Kitchen remodel: Remove and replace kitchen cabinets. Remove pantry closet and replace with pantry cabinet to be flush with existing side wall and built out 4" from back wall to accommodate refrigerator. Demolition began January 4, 2022. On January 7, I texted Paul C. to let him know that the pantry cabinet had not been built out 4". The carpenter left on January 11: * He did not reposition the pantry cabinet. * He did not install upper cabinet molding above the microwave or end cabinets. * He did not detach the panels on the sink cabinet to accommodate the plastic bins. * He did not install the light rail on the upper cabinets. * He did not replace the crown molding or baseboard molding. * He did not put the oven and microwave back in place. * He did not install trim molding around the island or at the end cabinets that are not flush with the walls (one end panel even has 3 holes). On March 14, Paul C. came at the end of his workday to re-install my stove and microwave. Until then, I had been cooking with a toaster oven, hot plate and electric tea kettle. Additionally, because the side panel was not put in correctly, the refrigerator did not fit. On April 12 -- more than 3 months after the cabinets were installed, the handles were finally put on. That's when I was able to take the pots, pans, dishes, and food that I had stored in every room of my house and put it away. On April 29, a competent carpenter came to pull out the pantry cabinet and replace it. Now the refrigerator fit, however, the backsplash was not straight due to the bowed wood originally used. Disclaimer: this is disgusting, be prepared. The carpenter told me he "wanted to throw up in his mouth" when he saw the way the job was left. Only when I initiate contact has anything been done. I can document every call, text and email and provide pictures, however, not from this laptop.

  

  Business Response

  Date: 07/25/2022

  Consumer Response /* (2000, 18, 2022/07/15) */ I want to inform you that the work on my kitchen remodel was completed by Infinite Home Improvements to my satisfaction, and I have paid the balance we agreed to. I cannot express how grateful I am to your organization.

• Initial Complaint

  Date:06/05/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Need some assistance in resolving issues with Infinite Home Improvements, LLC. Initiated discussions with Ryan from Infinite in early May 2021 about installing Impact / Hurricane windows and sliding door. Details went to the HOA for acceptance and was approved late May 2021. For the next eight months I had to reach out to Ryan to get an update on status of windows and door. I understand with Covid some of the delays having on delivery of windows, however did not expect the delivery take into January 2022(8 months after contract). Even after the delivery of most of the windows/ door there was a missing window. Infinite installed most of the windows with some of the work still outstanding. I again had to reach out to Ryan(Sales), Paul(Manager) and Mark(Installer) to get an update. Finally late April they came to finish the work. Now it is early June 2022, two(2) months after all the work is completed. I have attempted on numerous occasions to contact their office, Ryan, Mark and Paul about having Infinite Home Improvements schedule with the county final inspection. Again it has been 2 months after the work has been completed and Infinite has been non responsive to my request and their responsibility to close out this project. Throughout this project(14 months) I have followed up with these folks over 75 times either by phone, text or by email to push the project along. Not sure why they are evading their responsibilities / obligations.

  

  Business Response

  Date: 06/27/2022

  Consumer Response /* (2000, 12, 2022/06/26) */ Case can now be closed. Consumer Response /* (2000, 16, 2022/06/26) */ AS of 6/24/2022 ... Infinite has submitted the permit ,scheduled the inspection and filed missing documentation to the county. Inspection passed and Infinite Home Improvements LLC is finally completed with project.

• Initial Complaint

  Date:05/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered whole house windows and sliding glass door 3/2021. Windows finally arrived 11/2021 after we had to contact them multiple times with no response. WindowS arrived with 3 screens missing, wrong glass in 1 window and missing handle on sliding glass door. It took 3 -4 months before they delivered the door handle, but the screens they delivered were the same ones that we had, not the missing ones. County inspector issued a stop work order because, although they charged us for the needed permits, they never got them. Have been calling every day. Nobody ever answers the phone and no messages are returned.

  Customer Answer

  Date: 06/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They finally contacted us after receiving the complaint from bbb claiming the window and screens had "just come in".
  I find that very hard to believe.
  Installer came and installed the correct window pane but screens were wrong again.
  They blamed the manufacturer but they are the ones who ordered the wrong screens.
  Have not received a response as to when the correct screens will be installed.

  

  Business Response

  Date: 07/21/2022

  Consumer Response /* (4200, 12, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They finally contacted us after receiving the complaint from bbb claiming the window and screens had "just come in". I find that very hard to believe. Installer came and installed the correct window pane but screens were wrong again. They blamed the manufacturer but they are the ones who ordered the wrong screens. Have not received a response as to when the correct screens will be installed.

  

  Business Response

  Date: 09/19/2024

  This project was completed on in 2023. Final inspection passed on January 11th 2023. They made the final payment in December 2023.