ComplaintsforInfinity Roofing & Siding, Inc.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Infinity Roofing and Siding of Houston Texas came to my home following the August 11, 2022 hail storm to evaluate my roof. They didn't provide an estimate for services. Instead, they said they would make it easy for my husband and I to do business with them by working directly with ***** **** on the claim. They asked to make a copy of the claim form from ***** ****. We thought that would be fine, so we gave them the claim form to copy. Then they had us sign an agreement for services that denoted only that we would need to pay a deductible for our roof. This however was not true. We knew that it would cost more than a deductible, but they said they would take care of it with ***** ****. We contacted ***** **** and asked them what we should do. They said the company should submit an estimate for services. From there, we would need to upload it to the ***** **** portal for our claim. Next, ***** **** would approve the estimate, if appropriate. We contacted Infinity multiple times (5x or more) to request an estimate. They promised it would be submitted over and over. They never submitted it. Next, they said they were obligated to put the roof on right away and dropped off the shingles. We talked to ***** **** again and they said let them put on the roof, so we did. Then we asked for a final invoice for services. They gave us a copy of our claim form. We said, "this is not an invoice. Please provide us with an invoice and we will pay it." We have requested it many times and they send us cryptic emails requesting that we send all the money we were sent from ***** **** + our deductible, plus some add-ons that we didn't request. This has been going on for weeks. ***** **** doesn't know what to do about it. We are willing to pay a fair price for this roof and move on. But this company can't seem to prepare either estimates or invoices for services. It seems like we are being scammed because they want our full settlement, which is supposed to also cover windows and garage.

  Business response

  12/02/2022

  We have resolved this concern with the client. The email that they attached and received which prompted this complaint was an automated email that our system sends to every one of our customers and has for years. We are sorry that the automated email was misunderstood as we were never going nor did we charge more than what was accepted and authorized by the insurance company. 

  Customer response

  12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  We submitted the attached document to you as a document received from Infinity Roofing in lieu of receiving an invoice from them. We had repeatedly asked for an both and estimate and invoice from this company; which was hard to come by.

  However, we consider this matter now resolved as we did receive an invoice from them following filing a complaint with you. We went to the bank and got a cashier's check and paid their invoice upon receipt. 

  We are ready to put this matter behind us as the roof is complete, and the roofing company has been paid for their work. 

  Thank you!

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home in 2021 and received a 10 transferable roof warranty from Infinity Roofing and Siding, which had installed the concrete tile roof in December of 2017. Recently, I noticed significant sagging in the roof above my living room area where me and my family spend most of our time. I called a civil engineer who agrees that the concrete tile roof is non-compatible with the original framing. The rafters are bowed, and my ceiling is sagging. I called Infinity Roofing and Siding and spoke to Mark a project manager. He will not except any responsibility for the issue. I called several other roofing companies and was told that the roof was not applied to code. The estimated repair costs are well over $16,000. Why should a warrantied roof that is only 5 years old cost me over $16,000 to repair? The concrete tile roof is too heavy for my structure making my living area very unsafe. This has caused me a great deal of stress. Right is Right and Wrong is Wrong. I hope something can be done about it.

  Business response

  09/06/2022

  Our contract for this roof was to remove an old tile roof and replace with the newer version of the same tile roof. The insurance company specified new tile to be installed. Our customer was very happy with the new roof. Our customer also had a bunch of solar panels put on the roof after our new roof was installed. Fast forward to last month and the new purchaser/owner of the home called and was unhappy with their tile roof. This plaintiff who was not our customer and who never transfered the roof leak warranty also said their home inspection company pointed out some interior framing deficiencies when they purchased the home and yet they chose to purchase the home which is strange. There has never been any leak problems with this roof and in fact we helped out after the solar company destroyed part of this new roof. Our contract for the roof project explicitly excludes prior construction or framing defects. We did exactly what we were hired to do and we did it right and there were no problems. We are always willing to do the right thing and in this case we installed exactly what we were hired to do and what the insurer specified to do.  

  Customer response

  09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  Infinity Roofing and Siding claims I am a non-customer but I have attached a copy of the transferable warranty given to me by their salesperson Chris Hubac.

   

  They can hide behind the fact that they don't warranty the structure; however, they are now claiming that I don't even have a transferable warranty.

   

  I am now concerned that this company will not even honor the transferable warranty they have given me.  They will just say I don't have a transferable warranty, even though I have attached proof.

   

  This company has treated me poorly.  Now they are saying I don't even have a transferable warranty with them.

  
  
  Regards,
  
  
   

  Ruben ******

  Business response

  09/21/2022

  We installed the same roof that our customer had. The same roof that her insurance company specified to be replaced. 

  
  

  Our warranty and our contract both explicitly exclude any and all structural issues related to the home. 

  
  

  Since we installed the roof there have been other contractors on top of the roof we installed. They installed more weight in the form of solar panel equipment. After out roof project and before the roof top solar syst was installed there was no issue. If something happened as a result of the solar panel install then this new property owner should reach out to them. 

  
  

  We would like to point out that the new property owner purchased this home and indicated that they had a full property inspection done prior to purchasing the home. That Home inspection should have shown any deficiencies in the framing or structural integrity of the property. It would be the property owners responsibility during the real estate transaction to make a determination as to whether or not they accepted the condition of the home. 

  
  

  We have nothing to do with nor were we hired to do anything below the roof top. We were not hired to do any structural framing and we were not hired to do an engineered structural report as we are not engineers. 

  
  

  Our contract including very detailed specifications was with the prior property owner and this roof has had no problems or leaks other than those caused directly by the solar install company that the property owner hired. 

  
  

  Infinity Roofing would suggest the plaintiff in this case get with their home inspector who carefully reviewed the entire home and structure prior to them purchasing it, or with the solar panel company who actually damaged the roof and who also added weight to the roof. We will not be held responsible for other unrelated contractors poor workmanship or damage.  

  
  

  
  

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof replaced Nov 2020 after a storm. *, * ***** *****, *** ******* **** ******* **** ***** ***** *** ******** **** **** *****. Spring of 2021 we had new drywall work done and noticed new water damage in the place where new drywall was done. We found out that the issue was coming from the roof. After multiple attempts to have their contractor come look in our attic, he finally came after the 4th time. His “findings” weren’t even consistent with my original complaint in the first place and Infinity has decided they aren’t going to take any accountability, even though their stance on “the spot is too large for the pipe that the leak was coming from) isn’t consistent with the leaking I am complaining about. Also, who they had sent our admitted he didn’t show up because he didn’t want to go in the attic and that he doesn’t like having to do any repair work. Such a poor excuse for a roofing company.

  Business response

  10/05/2021

  We have been in contact with the homeowner and have been working on an amicable resolution. 

*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. ↩