ComplaintsforInfinity Home Improvement, Inc.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've done business w Infinity before - 2016 - & had 2 file a complaint re door installation. The frame was so poorly installed, it was shocking. They did make it right after 2 attempts. Now, 6 years later, salesman calls & wants 2 come over 2 talk up Gutter ******. I was apprehensive, 2 say least (as anyone should B) but listened when he arrived at start of May (2022). Hesitantly, I paid the ENTIRE amount (Infinity REQUIREMENT) up front because I DO need new gutters. Salesmen said, 2-3 weeks, ***, no worries - he was smooth talker. I waited 4 weeks, nothing. I called my Synchrony CC Co., telling them I was fearful about Infinity being on the take. They agreed w my concerns & reversed charges. Nearly 3 months later (July), Infinity charged me again - NO correspondence in between these 3 months. OVER $5,000. I had to call them yesterday; explained that I truly want the promised gutters if they insist on charging (signed contract) but if they don't show SOON or there's a problem, I want a refund; I also want communication!!! *************** was who I called yesterday. He didn't call back when promised, I worry once more. I called again & repeated my concerns. *** informed me that the "6 round" pipe was difficult to get. When I asked him to then refund my $$ instead of keeping it until said (only pipe I can use) comes in, he became angry at my "tone" & talked over me. "Give me a chance, I'm going to contact another co. - I'll get back 2U." Wouldn't say when. Needless 2 say, his impatience w ***************************** lack of communication & the re-billing of over FIVE grand 2 my credit card w NO explanation, ask me this. WHY would I be concerned? Y would anyone wonder Y I raised my female tone 2 *************** when he didn't call me back this AM? He knew how upset I've been. When I said, just give me the refund, since this is ANOTHER delay. I told him that as a woman, this BS isn't new to me re ************************************* He got PO'd. I am concerned & if he can't locate pipe w/in DAYS, REFUND ME!

  

  Business response

  08/25/2022

  The project has been completed.  We apologize for the delays in this ********************* delays are rampant in our industry and with the additional need for custom round downspouts ****************** project experienced an extended delay.  Understandably, she was apprehensive and we acknowledge that our installation coordinator should have been more patient and communicative.  We appreciate her business and know that she had many options for her project and she chose us.  We will strive to do better in the future.

  Customer response

  08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with infinity home improvement 9/24/2021. I was told that they were a little behind but that someone would be out the measure my door before the month was **. ** October I tried to call with no answer. I reached out to our representative some time ****** through text and she said they were just a little behind, but we were promised the door would be done before winter. We have been dealing with some extreme family trauma so I just stopped reaching out and hoped they would contact me, but fast forward 6 months and STILL no one came out to measure my door and no one contacted me. I just assumed it was never going to happen. Their communication was horrible and my door was never even measured! I decided to have another company do my door because my floor was iterally rotting more and more each day we wait, due to water coming in. All of a sudden now they want their money! All of a sudden now they must have remembered my mailing info because they sent me something in the mail saying I owe a late termination fee. I never even terminated the project! THEY are the ones who chose not to show up! This morning I finally got ahold of *********************** and she claims that their company left me multiple voice mails in attempt to come measure my door. I explained that I never received any voice mails as far as I can see and asked her why they didn't call the alternative number, or send me an email or something in the paper mail. She said that's "not how their company operates". So apparently they can send me mail 6 months after my contract was signed, stating I owe them a late termination fee but they can't send me mail 1 or 2 months after my contract was signed stating that they were trying to contact me and they would like to set up a date to measure my door. This company has by far the worst communication I've ever dealt with! They don't care about their customers. All they care about is the contract which conveniently doesn't hold them to their word I guess.

  

  Business response

  03/23/2022

  
  Ms. ******** interest in her project was sent to us by Porch Home Projects and her contact information was provided.  We reached out and set an appointment using the phone # provided.  ****************** signed a contract for her project on September 24, 2021.  Our installation manager made multiple attempts to contact her at the phone # provided on: 10-7-21, 10-13-21, 10-19-21,10-25-21, 11-3-21, 11-8-21, 11-12-21.  Because we were not getting any response from our attempts to contact ****************** our job site coordinator reached out by text. Finally on 12-29-21, ****************** responded that she .already got the door taken care of for now.  To this date we have not received Ms ******** cancellation request.
  Ignoring phone calls and messages does not cancel a written contract. We are willing to go forward with the work if ****************** choses.
  

  Customer response

  03/23/2022

   
  Complaint: 16895378
  
  I am rejecting this response because: I did not receive any calls or voicemails from infinaty home improvement as far as I ever knew. My fiance's number was also on the paperwork we signed so they could have called him and if they want to pretend that's not the case they clearly have my address so they could have sent something in the mail. Infinaty home improvement made me wait half a year to have any kind of real communication back from them after the contract was signed. No one ever even measured my door. Infinaty home improvement never could have even placed an order for my door since they never measured it. Therefore they are out no money from this project they didn't do! I don't see why they can charge me almost $1000 for them not coming out to measure my door. They are out no money but because I waited around for them to come out and finish my project, my floor by the slider door started to rot. You really think I didn't want this project done when water was literally poring into my house every time it rained!? Do I have the right to charge them for the damage done to my floor due to their failure to finish my project in a timely manner? Infinity home improvement is a joke and I hope that all the multiple complaints on BBB, all pointing back to their lack of communication skills and lack of empathy for their customers, speaks volumes to those considering doing business with them.
  
  Sincerely,
  
  *************************

  

  Business response

  06/15/2022

  Response to claims made from consumer on 3/23/22
  ****************** signed her contract on 9/24/21.  We began trying to reach ****************** by phone on 10/7/21, 10/13/21, 11/3/21, 11/8/21, 11/12/21.  Because we were not getting any response, we began texting and received a response from ****************** on 12-29-21.
  All calls and texts were made to the phone number given when ****************** set the appointment.  That is the only phone number given to us by ******************.
  We did not chose to have ****************** wait for her project to be completed.  ****************** chose to avoid our attempts to contact her making it impossible to move forward with the project.
  If ****************** changed her mind about the project she simply could have signed and mailed the cancellation form included with her contract. 
  We continue to be willing to go forward with the project if ****************** chooses.
  

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Work order was written by **** September 28, 2021 for venting in attic. I paid with credit card which was drawn September 29, 2021 for $795. The work was to be completed within 2 - 12 weeks. Work was not done. I called many times for a work date and was given false promises. February 4, 2022 I requested a refund. I have received many promises from *** but no money. I want my money.

  

  Business response

  03/07/2022

  **************** contacted us on Friday 3/4/22 and we issued her a full refund

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Infinity Home Improvement *** **** ****** ********* ***** ***** ** *****  On 11/9/21, my father in law, **** *********** **, entered into a contract with Infinity Home Improvement The contract was to have two small decks redone on his home. My father in law passed away on 12/14/21. Per Infinty's request, I provided proof of my father in laws passing and to Sandie ***** of Infinity. While going through my father in laws paperwork, I found he had written a check in the sum of 15,271.12 to Infinity at the inception of the contract. Since no work had been started, On 1/10/22 I contacted Infinity to inquire about a refund of the 15,271.12 deposit. The only indication that Infinity had even been to the house was their sign in the front yard. NOTHING ELSE HAS BEEN DONE. No product delivered, no survey flags of any type. I got an email back from Sandie ***** of Infinity stating that they would only refund 5091.31 because "work" had already been scheduled. On 1/11/22I sent an email on to Sandie asking when the project was set to start. To date, I have not receive a reply. I did inquire with Infinity's scheduling department about when the decks were due to be completed. I was informed that the job was not on the schedule. On 1/12/22 I requested a refund in the amount of 9162.67. This request was due to work not started on the decks. The email I sent stated This amount equates to the $15271.12 deposit less 20% of the cash price." Sandie said she's been waiting on the owners reply. I've inquired on 1/12/22 and 1/18/22 when I got a reply of " Our staff here has recently been affected by COVID-19. We are hoping to have an answer for you early next week. Today is 1/26/22 it is now mid week and still no response from Infinity Home Improvement. I have been patient. I believe that Infinity believes I will just forget about this issue, or maybe they're just trying to run out the clock. I believe Infinity is taking advantage of a grieving family. Please help.

  

  Business response

  02/01/2022

  On November 9, 2021 Mr. *********** signed a contract for his decking projects. Work began on November 18 when *** *. met with our site inspector and reviewed the design for each deck. Our site inspector determined the needed material and information needed for the permit. We were advised of *** *'s passing and we received the necessary documents from *** * (the Executrix of the estate) on January 10, 2022. We emailed a letter detailing the terms of the contract cancellation. *** * was disappointed in the refund amount. We offered an option where we would reduce the scope of the work, however she declined our offer. On January 31, 2022 we mailed the refund to the address that *** * provided.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 different people out to consult on what should have been an easy insulation project in my home. First quote recommended attic insulation for a price higher than I'd budgeted. Another call advised better pricing with another consult due to some other work in my area. While the 2nd quote was indeed different focusing on basement insulation and less expensive it completely contradicts their first "expert". Fast forward to completion of work, room above is colder and when I question the work I'm told it was reviewed and determined by infinity home improvement manager to not be the correct insulation type. Rather than refund the money they kept the $500 deposit I'd paid and parted ways. Had I read the reviews here, I'd have elected to do more research myself. I've reversed the incorrect work and am in process of redoing , at my cost, everything but I'm still out $500.

  

  Business response

  02/01/2022

  Mr. * contacted our service department after installation with his concerns. Our installation manager offered to remove the reflectaheat (part of the project installed) with an adjustment in cost. Mr. countered with a request that we leave everything as it is, accept the partial payment and part ways. We accepted Mr. offer.

  Customer response

  02/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business response was somewhat what I expected. I wasn't given any options whatsoever in my last conversation with this company. I was the victim of bad business and I guess that's the lesson here.
  
  I would request that my review of them stay viable to the public. Hopefully my misfortune prevents someone else from being taken advantage of.
  
  At this point I will not recommend them to anyone I know due to the misleading nature of their business approach.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/15/20 Signed paperwork/did loan for home improvements with ***** and Infinity Home Improvements (IHI) under ****** ***** ********* and *** ***** account # ******* Work started late 11-2020 Roof/Railing- 1 no call/no show, Bathroom-3 no call/no shows, Windows- 2 no call/no show totaling 6 lost vacation days. Window job still not complete with zero communication from them despite sending picture documentation. Had to file a greivance with the lender (******* ******* *******) as they sent paperwork showing completion of work and now paying on a loan for months with a window still waiting to be replaced despite our contract stating payment would start at full completion of the work. When it does get done this will be the 7th time for install. Caulk is lifted on the windows already installed, left multiple messages for the owner at IHI - never called, after getting upset on 8-25-21 with receptionist about lack of communication, *** finally received a call back stating they would visit, 9-1-21 IHI came out agreed it needed to be re-ordered. 10-27-21 called IHI and no response , 11-3-21 called IHI, stated they had the window in storage and would call back, never heard from IHI. It is now 11-17-21 and still nothing. Attached is the pictures of signed documents stating payment due when work is complete (see bottom of pics). Also, the current window and why it should be replaced again. Picture of the lifting caulk, non-matching aluminum trim to the other installed windows by them, window placement issue etc.

  

  Business response

  11/30/2021

  the necessary replacement part came in and we replaced it on 11/29/21. Mr ***** was present and was happy with the finished project.

  Customer response

  12/06/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Although the work is complete the billing adjustment has not been addressed yet. We still had to pay multiple months for a service that was submitted complete but was NOT. Not sure why this company feels that inadequate service and poor paperwork handling is acceptable. By consenting to the finance company that the work was "complete" was a direct violation of our signed contract and they should NOT be allowed to continue to run business in this despicable manner. Multiple breakdowns in communications even to the point of not bothering to confirm or return our messages the day they came to actually complete the work. Now they refuse to address the other desired resolution. Such a joke.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted to have 9 window replaced in my home. They have not finished the project. I have contacted them 6 times. I left messages with Thom the scheduler, Bill in Sales and have never received a return call. I did talk to a Lady who stated she would send out an e mail to everyone. The last message I left was with Bill last Friday and I told him if I didn't hear back from him I would be contacting you. All I want my job finished without spending all this time trying to get it done.

  

  Business response

  11/30/2021

  project has been completed with the exception of 6 replacement screens. the screens are scheduled to arrive on Friday, 12/3/21 and customer is aware.

  

  Business response

  01/28/2022

  MR *********** RETURNED OUR CALL AND OUR TECHNICIAN IS SCHEDULED TO BE AT THE PROJECT ON 2/10/22 - WEATHER PERMITTING.

  Customer response

  01/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because of the many times they have come out and not finished the job I would like this case left open until they do. In their response they stated they would be out on 2/10 2022 which is beyond the ten days for me to respond to keep the case open.

*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. ↩