Complaints

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/08/2024 I received from the company (Infinity Energy) that put my roof on my *************** (the bill ($46,000.00) was paid in full) has retained a lawyer and is trying to collection $250,000.00 for another bill that is not mine. The legal notice I received stated they placed a lien against me with the state of California. I checked the lien notice at the state of ********** and it is not even in my name. No one at the company or the lawyer has returned any of my calls or email thus far. I do not know if the company is trying to scam me or extort monies from me to pay someone else bill.

  Business response

  10/11/2024

  We have reached out to the client. There is no lien against the property. We are looking into this matter and who this company is that contacted him to resolve it. thank you

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Infinity Energy for the following scope:- Reroof our home, transitioning from tile to shingle.- Remove and reinstall our solar power system - Remove water cooler mounts from our first floor Currently:- The reroof is complete, though the workmanship is poor is several places - The solar power system is not functioning after reinstallation due to a ground fault (damaged wires)- They removed the wrong water cooler so we have no cooling upstairs - The water cooler mounts on the first floor are still there - The crew's trash is still on site, and they used my leaf blow to blow their smaller trash down the hill next to my house.- Our gutters have been damaged in removal - though the gutters were rusted - They installed an unnecessary drip edge, which we are worried will complicate a gutter reinstall Infinite Energy pressured us to remove our gutters while our tiles were off and our roof was exposed ahead of rain season, citing several false reasons, all of which could have been discovered and communicated head of the project start by their site surveyor. Of note, none of the Infinite Energy crews wore fall protection. Their project manager did not seem to care when I called this out and cited the **** safety laws. Total cost is $36,275, including change orders. We have not paid them and are refusing to do so until they propose a viable path forward to fixing our issues. Infinite has offered to remove the trash.They proposed a $500 discount for the water cooler. A new cooler installation will cost $1500-4000.They offered to repair the solar, but their head technician told me he didn't know how to troubleshoot a ground fault.We want:- Our solar power system repaired - A new cooler upstairs - The first floor cooler mounts removed - Their trash removed - Confirmation that their warranty is valid

  Business response

  02/22/2024

  ************************* was one of the handful of customers that became a member of the Infinite Energy family at a time where we going through some major growing pains that came with the replacement of some key positions at our company. The reason we overhauled our management team was because it was discovered that the previous management team was not adhering to the core values that we strive for every single day. When I contacted ****** I knew that he had not received the customer experience that he was promised and deserved. I also knew that the original install crew did in fact uninstall the wrong swamp cooler by mistake. 

  We have already started completing the items that ****** has listed in his complaint. 

  The 1st item on his list (Our solar power system repaired) has already been completed. Please see the attached email I received from Yoseff.

  The next item on the list (The swamp cooler replacement upstairs and the removal of the mounts that are on the lower level will be combined into 1 appointment) is next on the list and will be scheduled next week. We will be removing any left over debris at that time.

  To date ****** has paid 50% of his outstanding balance. Once the items he has listed in his complaint are completed and final payment has been received I will send over his warranty information.

   

  Customer response

  03/11/2024

  I am rejecting this response because: Hi!

  
  

  Wed like this complaint reopened. Here is our response to their last communication:

  
  

  Unfortunately, Infinite Energy has backed out of the commitments they made to resolve our issues, and we have not heard from them in over two weeks. 

  After hearing about our situation, a new person at Infinite Energy offered to replace our gutters that they destroyed, repair our solar system, replace our water cooler, fix the cosmetic issue with our old water cooler mounts, and cover any other work under their workmanship warranty. 

  Based on this plan, we made a good faith payment of 50% and committed to 25% more when the gutters were installed and 25% more when the rest of the issues were taken care of. Infinite repaired our solar system, and then came back to us with the false claim that we asked them to remove our gutters and leave them in our yard. They then forwarded an email from their crew lead admitting that they were directed to cut our gutters off with no intention of reinstalling them.

  These were galvanized steel gutters with rust on them that could have been treated, but Infinite Energy took it upon themselves to destroy the gutters because they believed we would pay them $15k for new gutters. Infinite Energy forced us to remove the gutters by threatening to abandon our install a week before rain season unless we let them remove the gutters. We communicated that our wishes were to leave the gutters on, or reinstall them. Infinite Energy was never contracted to remove our gutters.

  
  

  Further, Infinite Energy could have flagged the gutters as a problem during the sales process, or when they sent an inspector out to review our home ahead of the work. We believe they intentionally bid the project low to win the work and then take advantage of us with unnecessary change orders. 

  
  

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

  He/him

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

  
  

  Business response

  04/09/2024

  This concern has been resolved directly with the client. Please contact ***************************** and he will acknowledge that we have resolved the issue and his concerns. Thank you.

  Customer response

  04/09/2024

  I am rejecting this response because:

  Infinite Energy replaced our water cooler, fixed several installation quality issues, and we reached an acceptable but not ideal resolution on the gutters. We have two outstanding items. The first issue is our water cooler mounts are still present on the first floor of our home. The water hookup isn't an eyesore, but the electric hookups are, and also a safety hazard. The conductors are laying exposed on our roof without shielding, terminated by wire nuts. The second issue is that the solar conduit run on the front of our home is ugly, and Infinite Energy previously committed to fixing it. 

  Business response

  04/10/2024

  We reached a settlment agreement that the client signed. i can send a copy if needed. We were contracted to remove the water cooler but as a company policy we do not touch or remove water license as we are not a licensed plumber. ALL clients are recommended to contact a license plumber if they would like the line removed. We only recommend shutting off the water valve to the line. As far as the electrical we only shut the circuit off. We did not include removal off the electrical line in the contract. The only item related to the water cooler removal was to removed the cooler itself, the mounts and patch the roof when we reroofed. If the client would like us to remove the electrical circuit it's $149 hour port to port. I would ball park 3-4 hours. We are happy to accommodate removal of the electrical by our electrician on a change order for this amount but we cannot touch the plumbing as we are not licensed to do so and our staff is trained to know we don't do plumbing. I've even spoken to the sales rep ******************* and he stated this was never included in the contract 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Infinite Energy Home Services put a roof and some gutters on my residential property on 9/25 and 9/26. They missed some items and it was very time consuming to get it resolved because they would never call me back and all I could do is leave messages. They were resolved on 11/9. I paid them on 9/29 and they cashed the check on 10/5. On 12/21 I received a claim of mechanics lien for ******** for labor and materials not paid to another company that was hired by infinite Energy. I called them 12/21 in the morning and the receptionist said *****, the manager, would give me a call by the end of the day. I didn't get a call, I then called this morning and was unable to talk to her again and was told I would be called today and I added if I don't I am going to the BBB. I was not called.

  Business response

  12/29/2023

  Good afternoon

   

  Yes, we did do the work and completed the job and we are paid for this Job. During the Hoildays we did loss some key personal from our team including *********************************** (Production Manager) and ******************* (Accountant) This loss has a huge impact to our day to day operations and we are just in general short staff but again that is our internal issue and our customers can not be impacted. We are catching up on all of the customer follow *** including ***

   

  The lien notice that he is refferring to is from the supplier and we have cleared the accounts as when we lost two key personal we clearly had a gap on the invoicing and making sure those are linked and processed. But this has been handled by our team and we should be sending an wriiten letter from us confirming that all accounts have been handled if there is an issue.

   

   

  Thank you

  Customer response

  12/29/2023

  I am rejecting this response because:

  I don't want to close this case until this has been completely resolved. My past experience in getting issues resolved has not gone well, where they say they will do something and it doesn't get done and they come up with another excuse.

  Thanks,

  ****************;

  
  

  Business response

  07/11/2024

  For ***************, the mechanics lien has been removed.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Infinite Energy Construction to replace my deck. We agreed on a price, and a date was set to start the project. I was initially told that the project would take 4 days. On the 5th day, they were still here trying to fix all of the issues with the deck due to their lack of skills to complete the project properly. I ended up with a deck that had crooked peirs, crooked rails, crooked deck boards. They returned the following Monday and continued to make attempts to fix the deck. That day I received a Lien Notice from the company that provided the lumber and I felt obligated to pay Infinite Energy for their work otherwise a lien would be placed on my property. My wife and I had an offer in place on another home at that time and I could not risk that, so I paid them in full. The owner said that he would resolve the issues. They made a couple more attempts, and still have not completed the job to my satisfaction (not even close).

  Business response

  02/14/2023

  ***************** hired us to do a deck. We met him 4 different times and followed up over 4 months before he signed. He chose a trex deck material that is made in a factory and we were set to move forward with the install. He then decided that it was too much so we quoted a redwood option that lowered the cost for him significantly. Working with natural wood you are subject to the quality of the wood. This was in the middle of covid and material was extremely hard to get. The supplier delivered the  material and we sent back 60% of it because it was in so bad shape. No one in the ********** market had 2x6. It took us 2 days to find material from a ********** supplier and had to pay to deliver it to *********** where the job site was. We did not charge the customer for the 2 days of labor we lost or for the 20% restocking fee to return the product or the $400 delivery fee to get the better material delivered. The customer also had  a spa on his deck that needed to be moved. The spa movers charge $1200 that the customer needed to pay to be moved so we could replace the deck. Our crew volunteered to move his existing spa for him to save him the $1200 from having to pay a spa mover. This was another half of day of labor we did not charge him for. The job was bid for 4 days of labor. It took 6 and we had to put additional guys on it. The customer was not happy with the workmanship so we sent our ********* back out and he spent an entire day redoing the deck to the customers liking. The customer was still not happy so we sent another supervisor out to take a look and he found some things that we could do better so we scheduled another day to go back and fix some items that were supposed to take a couple hours that ended up taking an entire day. We ordered new iron rails and deck boards another $1300 in materials. Our supervisor spent  another entire day trying to make the customer happy. We redid the iron railings, we made some better cuts, replaced some deck boards. Keep in mind we reused all the pier blocks and footings from the old deck to keep cost down for the customer.  The customer was still not happy so we sent our operations manager out. Our operations manager met with the customer and the customer did not like the belly band around the deck and the grade of the deck (this is not functional, it's just aesthetics). We agreed to order another $2600 in material to make the customer happy. The material arrived and we sent out another crew of 3 to do the work which took another 1.5 days and we expected the customer to be happy at this point. We didn't hear back for a while then we starting receiving calls that he wants the entire deck rebuilt and doesn't want it to have a grade. A deck needs grade/slope to allow water to shed otherwise it will sit and rot. We are at a loss on what to do to make the client happy at this point. The whole job was $26,000 and was supposed to be 4 days of labor. We have spent $23,000 in material at this point. We have had almost 14 days of labor for a entire crew at a cost of $16,492 in labor. If you do the math we have lost close to $13,000 just trying to make this customer happy. We saved the customer from having to pay a spa mover.  When you use natural wood you are subject to the quality of wood you get from the supplier. We sent material back costing time and money to just get better material when everyone was sold out and couldn't get material. The best material is trex but you need to be willing to pay for it then we can get perfect material. We have gone above and beyond to make this customer happy. Our office has been in countless conversations as well. We are at a lose what to do. It doesn't seem like anything we do is ever good enough and we don't feel like we can ever  make him happy. I don't see how this customer doesn't feel like this is the best customer service he's ever had with how attentive we've been and how many times we've returned and all the many many efforts we've made to make him happy. 

  Customer response

  02/15/2023

  I am rejecting this response because: The response from the Infinite Energy does not address my legitimate concerns.  I will address their response point by point.  Yes, I was considering both natural wood and engineered wood.  They did not quote Trek, it was Fiberon.  I did not feel that the extra cost was worth it, so I went with the redwood option, BEFORE agreeing to using Fiberon.  I did not sign the contract for Fiberon.  When **** says they had to send 60% of it back and they did not charge ME for the restocking fee is absurd.  Why would I need to pay a restocking fee for obviously low quality lumber?  This should have been rejected by his crew when the material arrived.  Also, your job is to manage your suppliers, this is not my responsibility.  OK, about the spa, this was part of the deal, volunteering to move the spa 25 feet is an overstatement.  Again, why mention the difference between how many days you thought it was going to take, and how many days it actually took?  You're proving my point that your company lacks the skills to either correctly estimate work, deal with bad material being delivered to the job site, or acutally being able to perform quality work in the time you estimated.  When **** sent guys out to fix their mistakes, I had to show his guys that support ports were crooked, rip lines that had curves in them, joists that were being held up with "slices" of 2x6 that were shoved into gaps of the brackets used to fasten the 2x6 posts to the joists.  This was to hide the 1/2" gaps of sunshine left because the posts were cut too short.  OK, the iron rails:  these had to be replaced due to their inability to install them correctly in the first place.  I expected a straight line while looking down the length of the railing and what I saw was a zig-zag.  When **** talks about replacing some of the deck boards it was because his crew accepted the poor quality lumber, but used it anyways, and the deck boards were not straight, they all had a substancial curve to them.  I believe that they were curved so much that this is what caused them to install the railing system crooked as well.  As for the belly band, ****'s crew told me that what they installed for this, 2x6, was temporary, and that they were waiting for the 2x10 to install the permanent belly band.  Which they finally did install, however, they had to cut a notch in the belly band because when they installed the posts they did not line all of the posts up, and that notch is to accommodate one of the cross beams.  Yes Rich, I understand that this is cosmetic, however it is a clear indication that your crew did not install my deck properly.  If they would have lined up all of the posts along that side of my deck properly, then notching out the belly band would not have had to be done.  You did not lose $13000 trying to make me happy, you lost $13000 because of mistakes your crew made.  Again, you talk about Trek vs natural wood.  If you told me that I should expect a less than mediocre deck I would have found another contractor.  Also, please explain how the planks would have made the difference when the deck you build was **** with crooked posts, unaligned posts, gaps in the brackets, etc.
  

  Business response

  03/03/2023

  I'm not sure how else to make ****************** happy. He just wants us to replace his entire deck. As far as the spa it was not part of the agreement. It's a huge liability issue for our crew to get hurt lifting such a massive ***** lb objection in a pit 4ft below the surface. I got a quote for ***************** for $***** for a spa moving company. ***************** is a price conscience customer and did not want to pay for this so i asked my crew if they felt like they could do it safely to go ahead. I let my crew choose and they were nice enough to volunteer to move it to help the customer save money.  Remember his was  during the middle of covid there was no materials available for almost all trades. I bought the last 2x6 redwood in Nor Cal and none was available for months so there was no choices on material unless we went with Trex or fiberon and that was not something ***************** wanted to pay for even though it was our original quote and recommendation. ***************** took 3 months to make a decision from the original estimate. During the last month while he was making his decision we offered a redwood product that was a lot cheaper up front but you get a natural product that is not as high of quality and wont last as long. I think ****************** was expecting the redwood to be the same as quality as fiberon but it's not that's why it's -$10,000 cheaper. Fiberon also has a hidden fastener system so that you don't see the nails or screws We are working with natural wood. All wood twist and bends. You can see from the pictures that it is within parameters allowed for installation. It's natural trees. I think the customers expectations are perfection on natural wood and that's just never going to happen. I agree that original there was some quality issues. My crews struggled to work with the material and we went back and changed out the bad cuts. We changed many boards many pieces time and time again. We replaced the rail and post to make it straighter. His complaint is quality when we used iron rails instead of wood, we used screws in the deck boards rather than nails, we used sheet metal flashings, we used redwood instead of **** fir. We used ******* ties instead of brackets. We even installed blocks to make the deck boards stronger and one of his pics he's pointing out that he doesn't like that we used blocks.  Even if i replaced the entire deck ***************** i feel would not be happy with natural wood. We used existing footings. This was a rebuild not a brand new deck so we utilized existing materials to keep his cost down. We replaced the belly band twice and it is still not to his liking and that's just a mattter of opinion on how it was installed. It can be done many ways. If we known he wanted it done a specific way we would've liked him to be on site to show us exactly what he wants. Our company had sent 5 different carpenters and none were to his liking. We have gone back over 7 times. I'm happy to replace the redwood with trex or fiberon if ***************** is willing to pay for the material and i will do the labor at cost with.  We've never had an issue like this for woodwork with our company. 

  Customer response

  03/07/2023

  I am rejecting this response because: the deck planks are the least of my concerns at this point.  I am not going to spend another $10000 to attempt to mask the original problems.  Going back to my original statement and my reply, I expected this deck to be built to professional standards.  Where this deck falls short is mostly in the support structure.  The support posts for this deck were not set in a straight line.  If you look down one side of the deck there are 4 support posts.  If you hung a string from the 1st post to the 4th post, the string would not be straight along all 4 of the posts.  This is a simple and critical step in building a deck.  The result of this is when Infinite Energy hung the "belly board" as they call it, they had to cut a notch in the board on one of the pieces it so that it would fit.  As the support posts aren't straight, the horizontal supports and the joists are all off.  So, in order to get the "belly board" to "fit" (and I use that term loosely), they had to cut a notch in it for the horizontal support to poke through the "belly board".  Your solution is only covering up the original problem, it did not solve the problem that the support posts weren't installed correctly, despite using the existing piers!  So, if you want to make me happy, here is exactly what you need to fix:  1) align all of the support posts so they are square.  2) fix that mess of 2x6s that was installed under the deck planks that were mounted perpendicular to the rest of the deck planks.  3)replace the "belly board" that was notched out so that the horizontal support post could poke through.  As for moving the hot tub, that was something that we agreed on before the job started.

  You should really come and see the deck in person before claiming that I am impossible to make happy.  You have not seen what your crew installed.  I have included another picture of how the "belly board" was notched so that the horizontal support could poke through.  I am interested in hearing your response on why I should be happy with that.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Blatantly failed to submit to SMUD the second request for interconnection delaying energy production. Multiple multiple phone calls still has no resolution for this project or their mistakes. The invoices are paid in full by me but they have not completed the job.Attached is all supporting documents including contracts, payments, pictures, and a complete timeline of events and calls.

  Business response

  03/07/2023

  We have been back to ******** house time and time again to address many issues. We are at a loss on how to take care of this customer at this point. **** denied the size of solar he wanted on his home which is the utility district. It takes 4 to 6 weeks for smud approval once plans are submitted. It takes us at least a week to presite and get plans ordered. The entire approval process for solar takes 8 weeks or more. We had submitted to smud within a week. When **** said we had to downsize the solar based on energy consumption we argued on ******** behalf to campaign for a larger solar array. The only way smud would allow it is we added an EV charger to the plans. We did this at no cost to ********. This should have been  a $1500 change order to have the plans redrawn and resubmitted. This was all done within 5 days and resubmitted. Yes, the approval process took a long time but not because of us, in fact we went above and beyond to satisfy this customer.  Once smud approved the solar it was installed right away. The solar is not active until it passes inspection and smud grants PTO this takes another 4 to 6 weeks. The inspection failed. The fire chief wanted 2 panels relocated due to fire access encroachment. We were forced to move them to the only viable location. AGAIN we did not charge for this $2,471 change order to relocate the panels. ******** has unrealistic timeline expectations. Our reps are very clear in the sales process how long solar can take in smud territory.  He is giving ******************** the same issues. We have all been at his house many times in the attempt to make him happy. There is no way to make this customer happy unless you pay him off which he is requesting

  Customer response

  03/07/2023

  I am rejecting this response because:

  "we have been back to ******** house time and time again to address many issues": This is correct but only on the Roof side. NOT the infinite energy side. And the only reason why ******/Infite energy came out to the house several times is to fix mistakes in the installation (ie standing water gutters, crushed roof tile by the solar installers, leaking gutters, ALL WARRANTY items and poorly trained roofing installers).

  The initial Application for solar with **** via the Interconnection application was denied on 6/9. **** had not received any plans. Solar was completely installed on 6/21. On 6/24 the plans were still not completed or submitted via phone calls with ******/Infite and speaking with Desire. It wasn't until ******, the project manager stepped in did the plans get drawn and submitted. Adding the ** Charger to the plans was not a change order as the plans had not been drawn up yet. And again, if Infinite energy did charge the **** for the ** charger I would have expected them to wire a 240V charger which was not done. So that is not a valid argument. 

  On 8/5 **** did come out to inspect the solar for PTO but infinite energy failed to provide the appropriate plans to the **** person delaying the progress. Infinite energy mistake. 

  Infinite energy is claiming they did not charge me $2471 dollars for the change order to move two panels. I never approved or signed a change order which by law they are required to do if in fact they were going to charge me for it. I did not design or install the panels. Infinite energy measured, designed, and installed the panels. So mistakes in measurements do not constitute charges and cost on the customer end. Period. Also not a valid argument. 

  This install, roof and solar, has nothing to do with making anybody happy but rather doing work according to code, being professional, and following the letter to the law (one of which is not demanding full payment prior to PTO which they did). 

  The project was started 5/3. It took until the end of June to draw the initial solar plans.Then it took until 10/5 to get the meter installed. ****s delay and approval process is not in question here. It's the delay and compounding mistakes in the process that they do everyday is the issue. 

  "there is no way to make this customer happy unless you pay him off which he is requesting." NO. I asked for a reevaluation of the orientation of the panels to meet the firecode while putting the SIGNED contract panels on the south side. I had lost over 1 percent of the usefull life of the panels baking in the sun not producing. Not to mention 5.6 MW of power generation because of the delays and mistakes by infinite energy. According to the signed contract that's about $2,300 dollars lost in July Aug and September alone. 

  "there is no way to make this customer happy unless you pay him off which he is requesting." And I am asking for money back because they installed the wrong roofing tile on the house and also did not install the correct underlayment I paid for from a signed contract. 

  
  

  Business response

  03/20/2023

  We have been working directly with the customer to resolve their concerns and this should be taken care of by now

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is absolutely not the route we wanted to go but we have been given no choice. Our project started with Infinite Energy on September 19th, 2021 and we did not receive our PG&E document until December 8th, 2021. We have called them several times, reached out via messenger, emailed the office and have even gone down to the office to talk to someone in person with very minimal luck getting our situation resolved. Since we had the solar installed on our house we have received a PG&E **** every month. The PG&E bills have been way more than they had been in previous months. It seems as though the solar system has created more energy usage than prior to the installation. When the sales rep was at our house and showing us all of our options we told them that we wanted enough solar panels to pretty much cover out PG&E ****. That has not been the case ever since the panels have been turned on. We understand that there is a process for the communication that has to happen between Infinite Energy and PG&E. When I talked to PG&E in late December they said they had not heard from Infinite Energy, nor were they aware that we had solar installed. PG&E stated that it is the solar companies responsibility to communicate to them that solar was installed on our home. All we originally wanted was for them to reimburse us for the PG&E bills that have been generated from their faulty system. We have become so frustrated and no longer trust this company will resolve our issues properly. This is the biggest investment my husband and I have ever made and feel like we have been taken advantage of. Infinite Energy is very unprofessional, has no regard for its customers, and fail to insure that its product functions properly.

  Business response

  05/27/2022

  The customer signed the proposal for a new roof and solar on 4/9/21.  The job was scheduled to be installed at the beginning of May 2021 but we did not end up installing until the last week of September, 2021.  We made multiple attempts to contact the customer a total of 27 times in the span of 5 months not knowing what their intentions were.  During this 5-month period, we experience 4 price increase from manufacturers.  Instead of cancelling and requoting as our prices are only good for 30 days, we decided to keep the original.  During the consultation with the project manager, they were advised it takes on average 8 weeks for P.T.O.  Their P.T.O. was turned on 12/28/21 by PGE.  Their **** for October was $296.  In November, it was $311 for December it was $336.  We were willing to give them a refund back for December, in the amount of $336 but they declined and wanted more.  We did not charge them with any change orders nor for coming back to do the re-wiring on the solar panel, assuming the cost because that was the right thing to do. 
  
   
  
  Again, we will be more than willing to refund the amount for December, $336 which is more than fair.

*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. ↩