ComplaintsforInfinity Home Improvement, Inc.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Infinity Home Improvements on September 9, 2022. I paid $3938.25 which was 1/2 of the total amount. The contract was for them to install foam insulation in my attic roof walls, R-40 blown insulation in the flat part of the attic from the inside of my home and to install a home owner provided exhaust fan and vent it out the *****. I waited months only to be told by an installer that they could not do it from the inside and would have to cut holes in my roof - I obviously did not want that. So they sent the owner of Retrofoam Kalamazoo to my home who told me they might be able to do it by putting holes in between every stud in each of the roof walls but wouldn't be able to guarantee the work. I didn't want it done that way - as I'd already had 2 other businesses that would do it that way and neither would do the finish work for the drywall (sand the patches, paint) Months later when I could get someone to return my calls from Infinity, they told me it would cost more and take longer for them to do the drywall finish work. I explained the problems with the new plan including that Retrofoam could not guarantee the work. I was informed that they knew nothing about the problems and had been informed it could be done. They had no other options for me and so I asked to cancel the contract as they had not met the terms of it. They offered to complete the installation of the bathroom vent fan but would charge me "about" $800 for that. That seemed a little too expensive to me so I said "no just refund my money." At that point all contact stopped from their end. In April 2023, I was only refunded $2612.12. It took another month before I could get anyone to return my phone calls about why it wasn't the full amount. I was told there was nothing that could be done by this person and I would need to speak to *** the man in charge. *** refuses to call me back even though I've left countless messages. Job# - *******.

  

  Business response

  10/19/2023

  the customer had several projects included in her contract with us.  our installation **** met multiple times with her and offered solutions to the work needed.  She opted to cancel her project and we processed her request according to the terms of her contract..

  Customer response

  10/24/2023

   
  Complaint: 20461813
  
  I am rejecting this response because:

  They were unable to fulfill the contract as written. Offers were made by company to put the insulation in in a very different way and would cost more money and involve another company or I could just live with holes in my roof ceiling/walls. I told them at the very beginning that I did not want that. 
  

  Also if theyre going to keep $1300 they should have warned me when I canceled the contract so that I could at least had them install the ceiling vent fan. Thats too much to pay for that service but it would have been better than nothing. 
  Sincerely,

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

• Initial Complaint

  05/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We paid for a service about 1 year ago to have our porch step done and paint stripped and repainted. They have yet to complete the job. I had to call twice. Once to ask when they will start the job and the other to see when they would be coming back to complete it. They replaced the steps, but have not stripped the paint and repainted. Its been a year. They are rude and have horrible communication skills. This company needs to be looked into and is fraudulent and a scam.

  

  Business response

  06/08/2023

  on 10/28/22 we contracted for the project.  We replaced the boards in January so they could weather & hold stain.  this process takes 4-6 months and was conveyed to the *******.  We advised them that the staining of the walkway would take place the 3rd week of June.  On 5/31 Mrs. * called wanting it done A*AP.  we explained that work was scheduled for the 3rd week of June and we would contact her when we had an exact date.

  We strive to work with our customers and installation crews to accommodate schedules to the best of our ability.
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have made numerous phone calls and written letters to "Gutter Helmet," d/b/a Infinity Home Improvements, located in ************, **, simply asking for a written quote for either repair or replacement of that portion of the "Gutter Helmet" installation severely damaged during an Ice Storm which occurred in February of 2023. My insurance company requires a written quote before the will authorize the repair/replacement to proceed.

  

  Business response

  05/08/2023

  This complaint is regarding a Gutter Helmet Dealer Infinity Home Improvements located in Michigan. ****************** is not a a Gutter Helmet Dealer in Michigan and has no jurisdiction in that state, complaint should be lodged on Infinity's BBB account

   

  

  Business response

  05/30/2023

  we have received his request, provided a quote and **************** has decided to go ahead with the work

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct 19, 2022 ********************* from Infinity Home Improvement showed up at our home without prior appointment request from us. She told us that they can repair our rotting front window siding, and the project will be done two weeks after the thanksgiving. She also insisted that we make the payment on that day. We gave her our credit card info and the next day a charge of $******* from infinity home improvement showed up on our credit card. On December 1, we received two phone calls from ***************** of infinity telling us that someone will come out next week to measure and what to expect . After that day, we had not heard from anyone from infinity anymore. I have both my and my wife's phone log to prove that we had called ***************** of infinity in December three times and left message asking about the project. Never got a call back. As the rotting on our window's siding was getting worse and worse, we were afraid it would damage our house structure. Having lost hope that infinity is ever going to fulfill their contract, We finally found someone and got the siding repaired in late Jan 2023 (We have proof as well). In order to get our money back from Infinity, my wife called the infinity home improvement again on Feb 17 and finally got to speak to *****************. **** told us that their contractor accused us ignoring their calls- which I told him it was a lie : according to our ******* phone log, the only phone call made from Infinity after December was on Feb 2 at 02:46 PM and lasted for one minute. Also WHY DIDN'T **** CALL US BACK after receiving our multiple phone calls and messages in December about when and whether they were going to fulfill their contract to complete the project?? we told **** that we want a full refund. Today we received a letter from infinity that will charge us $823.26 liquidated damage fee for the project they didn't do after ignoring all our effort to reach them. We didn't cancel the contract, THEY DID! We want a full refund of *******.

  

  Business response

  04/04/2023

  the customer has had all funds returned to them via their credit card.  we apologize for the communication failure on our part.

  Customer response

  04/07/2023

   
  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

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had signed a contract to have 22 lights covered, 3 inches of fiber glass installed in the attic, attic door cap, and vent bath vent through the roof for $4393.50. When the installers came to do the work we were not comfortable with creating a new vent through the roof therefore the installer connected a pipe to a existing vent. I asked if this would be cheaper and the installer stated it should be and to call the company. I called the agent i was dealing with and she informed me that it was still the same price. I asked how it could be the same price if we did not create a new ventilation through the roof and all she said was price is same. How can I still be charged for a service that was not conducted. A breakdown of charges in the beginning showed the ventilation through the roof for materials and work was around $600 therefore requesting removal of this $600 cost.

  

  Business response

  02/23/2023

  The Shahs signed a contract that included venting through the roof.  At the time of the installation they changed the scope of the work asking not to vent through the roof & requested it vented through the side.  To accommodate the customers request, the installer made the change. 
  Our installers do not have a customer price list and would not be able to quote costs of contract changes. The cost remains the same as the labor, time and materials were comparable. 

  Customer response

  02/24/2023

   
  Complaint: 19429104
  
  I am rejecting this response because: If vented though existing vent how can the price cost for materials still be the same then installing new ventilation??Please provide picture of ventilation to the side. I was shown pictures of fiber glass but nothing for venting on side. 

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

  

  Business response

  03/09/2023

  BY THE END OF NEXT WEEK, THE INSTALLER WILL BE STOPPING OUT TO REVIEW THE WORK THAT WAS DONE

  Customer response

  03/09/2023

   
  Complaint: 19429104
  
  I am rejecting this response because: The installer should know what work was done and if not then please remove the cost that i was charged. Thanks
  
  Sincerely,
  
  *************************

  

  Business response

  03/09/2023

  The installer is fully aware of the work that he did.  The installer is stopping by to take the time to review the work done for the customer's benefit

  Customer response

  03/13/2023

   
  Complaint: 19429104
  
  I am rejecting this response because:
  I do not understand what the installer stopping by has to do with the cost comparison of cost comparison of ventilation through existing vent or creating new vent. The installer can come to review his work that he so call did yet there are no pictures on March 7, 2023 between 9 and 11am. This will not solve then complaint which is a request to provide cost comparison between actually new venting or extending to existing! How can the cost be the same? Please provide detailed breakdown of cost comparison. I am not saying i should not be charged anything but i am saying the cost can not be the same Because a new vent was not installed. A cost comparison is needed! 

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

  

  Business response

  03/22/2023

  We have been in contact w/ ************ and have reached a compromise and will be issuing a refund of $100.00.  

  Customer response

  03/23/2023

   
  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

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of sale: June 26, 2022 Date of installation: November 2 and 3, 2022 Price; **** Service: installation of three windows Complaint: after installation was completed, our installer said he would come back to finish and never did. They left broken pieces of wood with nails sticking out of it as well as the removed old windows sitting on my deck. I have a blind dog so this is a major issue. Secondly, they did not seal the outside of the windows so you can see the exposed screws. Its now winter and starting to snow which is going to damage the integrity of the windows. I have called and left multiple voicemails without a single return call (our salesperson called to say she forwarded the message to the installation department though 3 voicemails have already been left with them). As I paid in full at the beginning of the project, we have felt that our service didnt matter because they already got their money. They endangered the health of my pets and now the integrity of my windows is in jeopardy. I want this issue resolved before the weather worsens and my brand new windows are damaged.

  

  Business response

  12/02/2022

  We have gone back & cleaned up.  the caps for his windows have been ordered and we will get them to him as soon as possible.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Still trying to get our house finished after over 6 months. Company decided on multiple occasions to not show up when they were supposed to. Agents from the company never finished work they started. Still missing parts for our windows. Install the window that I told them not to and less they were going to leave me the window I needed because it was not the right window. They took off with the window that I did need. Cannot get a replacement. Company repeatedly stood us up when waiting for them. Company installed Windows using foam that voids the warranty on the windows.We have many more photos but I am not able to upload the amount that I have.

  

  Business response

  12/02/2022

  All contracted work has been completed.  the window manufacturer is sending warranty parts.  they are scheduled to arrive next week.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2020 (Sep 14) I filed a complaint with your office against Gutter Helmet/Infinity Home Improvement, *** (Case # ********) for failure to respond to repair request. Your involvement in the matter prompted immediate action on their part, and I was so grateful for your help. Unfortunately, I'm having the very same issue this year -- now with TWO large bird nests in my gutters -- and am again receiving no response at all from their company. This time they are not even answering the phone. I have called them 3 times, July 26, 2022, August 5, 2022, and September 12, 2022, and all I get is a recorded message saying to leave my number and they will call back in the order in which they receive calls. They have not returned any of the three calls. I need both the bird nests removed, and the ends of both gutter sealed somehow to prevent this from happening again. If there is any way you can help resolve this issue, it would be greatly appreciated.Thank you so much,************************ ******************************************** **************

  

  Business response

  10/14/2022

  All service concerns were completed on 10/5/22 by our service tech.  We appreciate **************** patience.

  Customer response

  10/19/2022

   
  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.
  
  Thank you, BBB, for again helping me resolve a problem with this company. I have no doubt that it would never have been solved without your intervention, and I truly appreciate the service you provide! 

  Very Sincerely,
  
  *********************

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had new insulation, roof and shingles put on by this company. I have tongue and groove wood on the ceiling interior of the home. The salesman **** sold me "Plastic Vapor Barrier", insulation, baffles for under the roof, as well as new *** and shingles for the roof.This complaint is about the "Plastic Vapor Barrier":First off, I have made 10,s of dozens of phone calls to this company through my son, ****. He has spoken to **** each time and each time **** says he well call me that day or the next and he never calls me to deal with this issue.This company has NEVER called me to follow up and they have NEVER called me to return any of my attempts to contact them!The "plastic vapor barrier" was not installed.The "plastic vapor barrier" was the most important part of the sale to me as the tongue and groove wood on the ceiling has cracks and splits hence why the salesman **** sold me the "Plastic Vapor Barrier". He said, and reiterated several times that the "Plastic Vapor Barrier" would be installed first, then the isulation, then the styrofoam baffles( of which they brought cardboard{another lie}) then the *** and finally the shingles.So now my tongue and groove wood ceiling is not sealed by the "plastic vapor barrier". I would like this company to come back to the house, remove the roof and insulation, install the "plastic vapor barrier" to complete the job that the salesman **** sold to me.

  

  Business response

  10/14/2022

  Customer originally bought foam insulation with visqueen liner, after a couple of days he cancelled the foam and ordered fiberglass insulation kraft faced with no visqueen.  that is what we installed

• 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,
  
  *******************

*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. ↩