Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had siding done on a small portion of my house in October 2022. Over the weekend while doing some maintenance a portion of the siding fell away revealing that there is no house wrap under my siding. I should have inspected this sooner given other issues I had with the company, but I was so focused on my issues with my windows I didn't think to look under the siding. This goes against building code and I would like it corrected.(1) GENERAL. The exterior walls shall be covered with a permanent weather resistant finish.(2) DURING CONSTRUCTION. During construction, wall cavity insulation may not be installed until a water-resistant covering is in place over the wall cavity and windows, doors and a roof with at least underlayment are installed.

  

  Business response

  07/25/2024

  The Compliance Manager at Infinity Exteriors has gone to the customer's residence and spoke to the customer to resolve any outstanding concerns or issues. Please see his statement below.

  "I was at the customer's home yesterday 7/24/24. A small top row piece of siding has slid down revealing plywood. Customers' concern was that the entire area had no house wrap installed behind the siding. I was able to loosen a couple pieces of siding which showed there was old tar paper house wrap on about 90 percent of the area we worked on. It looked like just one small section (top left corner as you're looking at the house from the street) did not have any paper or house wrap on it. I repaired the siding and advised the customer that I would look at my calendar and personally come take care of the issues. I have scheduled myself to go to the customer's home on August 1st. I will be removing the siding, installing house wrap, taping, and re-installing the siding. Attached is our email chain for your reference."

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Infinity Roofing to replace our roof and gutters. Once the roofing project was started, they found there was more damage under the shingles than they originally thought. We knew this was a possibility however they had also told us they could save and reuse our gutters since they were bought from Infinity in 2014 however that did not end up being the case and we had to purchase all new gutters. Our original quote was around $10,000 and we ended up paying around $16,000. t took almost 2 week for the gutters to be installed when we were told this was going to be a 1-2 day project. After doing the final walk through with our project manager and him accepting the final check he sent us photos. In the photos I did not see the gutter guards we had requested and paid for. I asked for verification that those were installed and got a call telling me that they had forgotten to install them and that a crew would be coming back to get those installed. After the gutter guards were installed I got a call that they were installed incorrectly and needed to be fixed. The crew came out unexpectedly to fix the gutter guards on a Saturday morning. I talked with quality control and VP of Sales/Part Owner. He told me that his main concern was that workers were showing up to our house without us knowing. His best solution was to offer a small refund check which I accepted. He was also supposed to send over a crew to look at a warped gutter and this never happened. I also asked for him to send over verification of what we paid for and discounts that were applied. I asked for a document to show that and heard nothing back. We never got any sort or refund check either. Dates:Quote: 12/18/23 Date project started: 3/6/24 Gutter installation date: 3/12/24 (Nobody showed up)Actual gutter installation: 3/14/24 (installed incorrectly)Final walk-though (check collected): 3/19/24 Gutter guard installation: 3/26/24 Fixing of gutter guards: 3/30/24 Meeting with owner: 4/17/24

  

  Business response

  05/03/2024

  My team and I understand your frustration and anger. I hope you can see through the actions we've taken to accommodate your concerns as we do care about you and your home. As stated when we spoke on site, I agree that my team dropped the ball when it came to communication. Your original Project Manager decided to leave Infinity during your project. This caused a disturbance in our normal processes. We then had team members of ours arrive on a Saturday unannounced. This was unacceptable as well. These two points are why I am sending a reimbursement for a portion of your project. When it comes to the extra expense of your project, this could not be foreseen without removing your roof or the drywall in your home before the project was quoted. That is why your Project Advisor (sales) warned you of the possibility (I've included the page in your contract where we warned you of this possibility). We had to restructure your roof. The poor condition was one of the worst I have seen in my 14 years. I am glad Infinity does have the capability to do this repair, many roofing companies would not be able to. As stated during our in-person conversation, the gutter replacement was unforeseen. It was needed due to the massive damage you had to your roof structure. Normally, we do not have to do a complete redeck and restructure. We would have had to remove your gutters, bring them down to the ground, and rehang them without damage. This was not possible. The reason for the extended project time was twofold. One, the previously mentioned unknown roof work that needed to be addressed, and two, the gutters that needed to be installed. I have included several images of the work to show the extent of damage my team addressed. My team did provide your project with discounted gutters. Due to our discounts, your project dropped our normal profitability down by five percentage points. Please understand that my team offering a discounted gutter rate was to show you that we do understand your situation. That is why we were and are still okay with not earning our normal margins on this project. My team appreciates your business. Once again, I apologize for the misstep in communication. However, I know we repaired your home appropriately and that there was nothing we could have done to anticipate your original roof's condition.
  
  Technical Explanation of Our Services for this Project:
  
  After tear off, it was discovered that all of the decking needed to be torn off and rafters sistered on the north upper roof. Infinity sistered 2x4 rafters on all north rafters and installed new decking on the entire north side roof. The south side was mostly structurally good, but still needed decking replacement at the *****. It was also discovered that there was an extra layer for tear-off.

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Though I do not agree with a lot that was written in the response from Infinity, I will consider the complaint resolved when the refund check has been received. 
  
  Regards,
  
  *****************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Infinity Exteriors LLC regarding the unsatisfactory work and lack of transparency I experienced during my recent engagement with them for a downspout installation project.The main issues I encountered with their service is the significant disparity in the crimp of the downspout connections. The inconsistency in the quality is evident from one connection to another, leaving the finished work looking unprofessional and as if it requires immediate correction. I specifically hired a professional service to ensure the downspout installation would be of high-quality and visually appealing. Regrettably, the outcome is far from satisfactory, and it reflects poorly on the company's competence of doing professional job.On March 13, 2023, I signed a contract with Infinity Exteriors LLC to install a downspout system on my property. The contract clearly stated that the work was to commence within six weeks of signing. However, the actual work did not begin until well beyond the agreed timeline due to the company's claim of needing nonstandard parts, which were not readily available and had to be ordered to do the project correctly. Furthermore, at no point during our discussions or in the contract was there any mention of the possibility that the finished work might appear substandard or in need of fixing. I would never have agreed to pay the substantial sum of $4,035 for a service that the company informs they had no experience in undertaken before. Their lack of transparency regarding their level of experience and ability to deliver the promised results is deeply concerning. My primary request is either for Infinity Exteriors LLC to rectify the downspout installation to meet initially promised results or provide me with a refund to compensate the cost for professional company in fixing/correcting all the discrepancy in the quality of work that Infinity Exteriors LLC did.

  

  Business response

  10/10/2023

  We appreciate ************************** feedback and apologize for the dissatisfaction with his downspout installation project by Infinity Exteriors.
  

  Infinity has expert experience with this type of home exterior project. Specific installations and setups are more rare and complex than others. Before signing the contract, it was explained by the project manager that this was not a typical setup or installation for most homes, and it was only possible to know the extent of how it would need to be fitted once the drain was open. The project advisor ensured the project manager came to the job site before giving a quote knowing that this was not a typical install, and followed all proper channels to provide an accurate and honest estimate. Normally, Project Managers do not come to the jobsite until the project advisor gives the estimate and the contract is signed. 
  

  Since this complaint by Mr. ******** has been posted, we have continued to work directly with him to resolve this issue and provide customer satisfaction. The Project Manager sought out the specific replacement elbows (parts) and had them approved by Mr. ******** before installation. Customer satisfaction is **********************' number one priority, and we take pride in the quality of our work.

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FV223066 siding and FV22139 windows Signed contract on 4.5.22, Window install started March2, 2023. Signed agreement for 13 triple hung windows only received 12 triple and 1 double. No one told me about the double hung window in fact they couldn't find the window when it came installing it. They showed up with it later. No resolution. ****** told me ! need to spend another ******* to correct this problem, It is their mistake. Put tape on exterior around window not flashing on full install (new). Windows are crooked, Leaking air never chalked exterior. They did come and caulk around the windows. An employee took my hose across the yard he was having heat issues into newly planted flower bed walking thru my flowers and spray a hose all over himself. Just left hose lay their had to be told to put hose back. Same individual jump off ladder onto roof the shed and sled down the roof, I could not believe what I was witnessing. No respect for the home owners home or property. Siding install was a disaster drainage mat install I was told it would insulate my house not true it is use behind stucco, Tyvek was installed on some areas of the home and not others wasn't taped. Broken item never told about found out on my own. Never checked below window for Tyvek install. In March, April and part of June when it was cold out and even now when it has gotten in the 50s it is cold in my home I waited month before anyone came out. ***** came out on June 19th the warmer day 80s no breeze and took temps of the wall. Nothing has been talked about or resolved he acted like I was a criminal and talked to me demanding and aggressively like a police officer. Left message June 28 and another July2 no response back. I am an elderly female was so excided for new windows and siding and it turned out to be a nightmare. , I need insulation not a drainage mat so when winter comes I don't have to leave my house like in March, April and June.

  

  Business response

  07/19/2023

  We have carefully reviewed your concerns about your recent experience with our window and siding installation.  We are very sorry for the negative experience you have had with our services. We strive to provide excellent customer satisfaction, and we regret that we fell short of meeting your expectations.
  
  Our representative, ******, previously talked about a possible solution with you, and we'd like some suggestions to fix the situation. We want to clarify that there was never any additional charge given or suggested for work that was not performed. Much of the work you asked for was not standard operating procedure or recommended by industry standards, as we said before performing the work. We're sorry if this decision didn't meet your expectations or caused any issues.
  
  Our Operations Manager, *****, visited your home on June 19th to assess your concerns. We apologize if his approach came across as demanding or aggressive; it was not our intention to make you feel uncomfortable. We are sorry for the miscommunication during this experience.
  
  We take your feedback seriously, and we will use it to improve our processes and ensure a better experience for our customers moving forward. We appreciate your understanding and the opportunity to talk about your worries. If you have any further questions or require additional assistance, please do not hesitate to contact us directly.

  Customer response

  07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] Your response is what I expected, how ever nothing was done that should have not been done by your company,  Your company is not a company that would allow it,   Additionally no one mentioned the things I did, I stained, varnished and waxed all the wood for the windows supplies paid for by me, supplied some of the tape for windows,   i would like the window replaced with a  3 pane window that was promised by your company, which ****** did express it would cost an additional **** dollars, otherwise I would not have put in the complaint I don't have time for lies.   Or monetary value to replace the current window with a much better one by another company.    i would like insulation added since once again what was added is not insulation.   I would like a written apology from ***** and the others.  There where many more incidents done but i was unable to express those because of the space provided to write the complaint.  There is no one on your crew who would have excepted the quality or attitude from a company doing work at their homes.
  
  Regards,
  
  *************************

  

  Business response

  07/24/2023

  To better address the situation regarding the triple-pane window, unfortunately, it is not available for a window of the size you have. We acknowledge that the initial agreement included the installation of a triple-pane window, and we regret the inconvenience caused by this limitation from the manufacturer. As a gesture of goodwill and to acknowledge the error, Infinity is willing to deduct the total amount of $1,200.00, which reflects the total cost of the window installed, thus, providing the window at no cost.
  
  Regarding the Kingspan drainage mat, we can confirm that it does have an **1 value, and is the product specified in the contract. We aimed to adhere to the agreed-upon specifications, but we apologize if you were under the impression that the **Value was higher.

  I want to address your additional concerns about the materials and supplies you personally provided for the project. We value your proactive approach in contributing to the process and understand your frustration if those efforts were not acknowledged. We will ensure better communication in the future to avoid any such issues.

  I apologize if you felt that the quality and attitude of our crew did not meet your expectations. We pride ourselves on delivering high-quality workmanship and professionalism. Ownership will personally address this matter with ***** and the team to ensure that our standards are met on all future projects.

  Regarding your request for a written apology from ***** and others, I will ensure that they understand the situation and provide a formal apology to you. Our goal is to maintain transparency and open communication with our customers, and we apologize for any shortcomings in this regard.
  
  Please see Infinity Exteriors' response below to the multiple concerns Ms. ******* has brought to attention.
  
  Infinity Exteriors has been out to the home belonging to ***************************** on multiple occasions. Ms. ************;has texted our Service Manager, ***********************, on several occasions since the project has been completed. Some of these texts from ****************** were sent in the middle of the night or as early as 1:30am. 11:30 at night and holidays as well
  

  As Ms. Heilman stated, we started the window project first. Upon arrival, the project manager did a complete walkthrough with Ms. *******. The project manager noted that there were things obstructing the work area indicating that Ms. ************;did not clear the necessary areas as instructed via phone call on February 27th, nonetheless, the project was started. 
  
  The window project started, as planned, on February 28th. The crew arrived near 9:50 am. Out of all of the materials, one window was not present on February 28th. It was explained to Ms. ************;that the last window would be installed during the second day of the project. On the second day, March 1st, the last window was dropped off at 12:05 pm and installed that same day. Near 2:00pm, on March 1st,  Ms. ************;called our office stating that the window crew broke the sprayer on her kitchen faucet. Her project advisor spoke with her right away to resolve this concern. The end result of this same conversation was that the sprayer on the faucet was actually not broken. ****************** has not brought this concern about the sprayer to anyone's attention at Infinity Exteriors since. 
  
  The final part of the window project was completed on March 3rd. On said date, the installer installed a new front door for Ms. *******. The installer did not install the storm door due to the possibility of it being damaged during the siding job. Ms. ************;was content with this decision. On March 4th, one of our service technicians was sent to Ms. ********* home due to what Ms. ************;explained as an "emergency situation". Ms. ************;stated to the service tech that she "had a gap at the bottom of her door that was at a minimum of 2.5 inches in height" and "that gap was causing such a cold air flow that she had to abandon her home and go to a hotel". The service tech addressed ********************** concern about the space under her door. The "gap" that ****************** was referring to was a small space between the ***** and the door where the threshold needed to be slightly adjusted. This concern was resolved, and ****************** had not brought up any more concerns about her front door to Infinity Exteriors. 
  
  On March 6th, Ms. ************;texted the project coordinator stating that some of her windows did not have putty on the trim. Between ****************** and the project coordinator, the concern was resolved by replacing some of the trim around the window and installing the putty around the trim for the second time. This was completed on March 9th. On March 10th, the installers as well as the project manager, made sure that Ms. ******* was happy with the final outcome and she confirmed that she was.
  
  The siding portion of the project started on time on March 7th. The project manager, as well as the operations manager, were both onsite when the project started. The operations manager had several conversations with Ms. ******* and answered all of her questions. The project manager stopped to check in with the crew and Ms. ************;at least 4 times on the first day of the project. On that same day, the crew and project manager realized that they needed a small amount more siding to complete the project. Ms. ************;was advised that her home was weather tight and would be fine until the small amount of siding arrived. She confirmed that she was content with this. 
  
  Additionally on March 7th, the project manager went over some concerns with Ms. ******* that she had brought to his attention. The project manager photographed, showed, and explained to Ms. ************;that some PVC trim around the back door and on the porch roof became cracked during the tear-off of the old siding. On March 8th, the project manager went back to ********************** home with the product he would use to correct the damage. At this time, Ms. ******* confirmed she was content with both the material and process to correct the damage. Ms. ************;also stated that she was happy with the siding and had zero concerns at that time. 
  
  On March 9th, the project manager stopped by the job site to complete an extra material count and spoke with Ms. ************;again. Ms. ******* proceeded to state, again, that she was happy with the final project. Near 4:30pm that same day, Ms. ************;texted the project manager stating that a gutter guard blew off of her gutters. The project manager explained that this situation was not ****** concerning because the gutters were going to be removed and replaced soon. The project manager continued to address ********************** concerns about the gutter guard missing. She was concerned that water was going to leak into her home right away. Because ****************** was still concerned about the the gutter guard, the project manager traveled to ********************** residence to explain the situation in more detail, in person, for better comprehension. The project manager noted that she "wanted something in writing" about this situation. 
  
  On March 10th, Ms. ************;texted the project manager, again, before business hours, concerned about water making its way behind the siding on her home. The project manager reexplained to Ms. ******* how vinyl siding works and that it is working correctly. 
  
  On March 14th, the project manager traveled to ********************** home to shovel snow and ice off of the eves. This would allow the gutters to be installed sooner for ******************. The project manager received a text from Ms. ******* explaining that she was upset because he came to help without contacting her first. 
  
  On March 15th, the gutters on ********************** home were installed and completed with zero concerns brought to attention by *******************  
  
  On March 16th, the operations manager and project manager were at ********************** residence to look at the area where the front porch roof line meets the main home roof line. There was visible gapping and had been there since the roof was last done by a separate exterior company. The operations manager was able to reach his hand into the gap and grab old ********. The operations manager explained to ****************** that this concern had nothing to do with the projects Infinity Exteriors completed on her home. However, the operations manager continued to address ********************** concern and reviewed the situation with the service manager. Even though this issue was not caused by Infinity Exteriors, the operations manager continued to help ****************** by coming up with a way to flash the concerned area. Ms. ************;was not charged for material or labor for this work that was completed. The work was completed free of charge on April 6th. 
  
  We had not heard from ****************** for a while until she contacted Infinity Exteriors about her next concern. Ms. ******* stated that she was feeling drafts in her home. An in-house crew was sent to ********************** home on June 8th to address this concern. Per ********************** request, the crew took down all of the siding around all of the windows and taped all areas again, so that there would now be two layers of tape around all penetrations. In addition to this, per ********************** request, all of the windows were caulked to the **channel and the gutters were caulked to the fascia (this is not industry standard and not recommended as stated to ****************** prior to the work being started).
  
  Due to continued complaints from Ms. *******, the operations manager visited her home to resolve these complaints. The intent of this visit was discussed with her on June 13th. Below are the notes from the visit. 
  
  "I met with *****. I took temperature readings throughout the entire house including *****, ceiling, and *****ing. In addition, I took temperature readings of the window, sashes, the window jams, and the casement. On top of that, I took temperature readings from the exterior of the home, as well as the basement temperature readings buried in most of the rooms by 3 to 4 max ***** to ceiling window, casement jams, and sashes. Typically they were all the same with a degree or two. **********;insists that the windows are the problem. There is no evidence or reasonable reason why the windows would be leaking any air and causing drafts in her home. She stated that she can physically deal with, mostly between her shoulders and on her neck. **********;has an appointment with the individual that insulates at the home on Wednesday. She would not share with me the information of that individual so that I could possibly talk to them and see what their thought process is and whats going on on their end. I advised ***** that I would put a spreadsheet together with the numbers that I obtained showing the difference in temperature and the areas checked. She was more than willing to share that with whomever she would like to. At this point, I think its clear and evident that there are no issues with the project that we did. I also dont believe there are any issues with the blown-in insulation she had done. When I arrived today, she was on the phone with her HVAC company advising them about the situation as well. She believes she had positive or negative pressure in her home. **************** stated their opinion to her and said that its highly unlikely that would be causing any draft. At this point, I cannot reasonably justify anyone, particularly the blown-in insulation company, HVAC company, or Infinity Exteriors, being at fault for anything happening at this point. My honest and transparent opinion is that she is not feeling any draft. I felt comfortable temperature wise, and was unable to find any temperature changes in the home."
  
  On June 19th, Ms. ******* sent the operations manager a text message with the phone number of the insulation installer. The operations manager had attempted to contact the insulation installer using the phone number ****************** provided but had not heard back.
  
  Attached is the temperature reading that was sent to ******************. ****************** was present with the operations manager when he completed these temperature checks. ****************** even selected the areas herself that were checked. 
  
  Since June 19th, the operations manager was able to get in contact with the company that did her blown-in insulation. The employee the operations manager spoke to from the company that did ********************** blown-in insulation stated that they were also going through some of the same situations and receiving many complaints from *******************"
  
  On July 6th at 8:19 am ****************** contacted the service manager about her dryer vent not being connected properly: At 9:00 am the service manager and a female project coordinator arrived to inspect. Although ****************** could smell the dryer air, It was observed that the vent was connected and venting properly.
  
  In conclusion, Infinity Exteriors addresses each concern raised by ******************, clarifying our actions and providing evidence of satisfactory completion of the projects. We remain open to resolving any remaining issues and maintaining transparent communication with our customers.

  Customer response

  07/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am really upset with the multiple lies,  I saved every text from this company, took notes and pictures to support my complaints.  ***** seems to be the problem: The project started with a one day noticed I told the project manager that I would be moving things out of the way which I did.  The project manager indicated that they would help if needed since it was a one day notice.  There was no walk thru done.  The project manager explained he need to keep these guys working.   According to the installers they needed to get the windows installed in one day.  which did not happen.  After the phone conversation I had with secretary nothing was done about the sprayer cause she stated that she didn't know these guys, the second time I talked with secretary she now new them and everyone liked them.  One of the gentleman was great the other was angry cause he had just had a conversation with an ex-wife.  They replaced the window above the sink and the sprayer was broken.  I went to use it and water sprayed everywhere the the guy went outside laughing.  She told me they where not responsible.  The plumber installed the new one and I paid the bill cause they refused to pay for it.  

  [The installer never replaced the front door, they replaced a second story exterior door.    I never called the installer with an emergency situation.  The installer told me if I was having an issue to call him directly so he gave me his phone number because he was having issues with the installation.  So I called him to let him know there was issues  and he wanted to come I told him it could wait.  There was no 2.5 gap and I never stayed that.  Drama.   Please type your response here.
  

  There was never any trim replaced around the window they called to see if I had any stain but never replaced any.  Please get your story straight.  The nails were never counter sunk and they used putty to fill the voids in the trim.  The trip was warped.  I counter sunk nails missed and puttied,  

  There were *** issues with the installation of siding which were not addressed.  There was multiple damaged done one was the trim around the first floor doors and upper porch. Damaged by siding installers.   I never asked for anything in writing from *****. ***** came over with a roof rake and started removing frozen snow and ice because they wanted the job completed so the could get paid.  ***** never checked in so it was a surprise I also have him on my camera carrying the rake to rake off the roof.  I was concerned about the damaged that was being done .  That was covered up quickly.  When raking the roof he tore off the gutter guard.  It was not on the day he was counting material  Get your story straight if you want to throw jabs.  I took notes and pictures as well.  Talking advantage of a elderly female person.  Sad.  

  ***** send out a memo that stared the job (repairs) would not be completed until the bill was paid.  I do not  understand the statement made about water running behind the siding.  I never called about this. Drama. Regards,
  

  I told the salesperson ****** about the concerns I had with possibly of damage behind siding I did not own the home when the aluminum siding was put on.  ****** told me the voids would be repaired and I would be charged for the materials.

  ***** only took temps of the walls and he decided what he was going to do,  I never requested anything.  I never talk to him about my shoulders and neck why would I more drama.  ***** threated me to he was going to file a complaint under the open information law to get information from the insulation company cause I would not give information he demanded.. He pushed his way through the house, he canceled the original  meeting to a later time and he was in a hurry because he had a meeting.  He also was talking about contractors and one he could not give the name, double standards.

  I contacted the insulation company that ***** is referring to having issues with me and me complaining about the insulation:  ****************** never talked with him (*****).  One of the employees talked ***** nothing was discussed about me complaining or issues.  He told ***** if he wanted details to talk to the person who did the work.  He called ***********s number multiple  times and left messages.

   Why is my time being wasted with lies.  I know what I went through with this company and I do not lie.  I don':t need to.  Discussing.

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

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home inspector noted that our soffits were blocked by insulation. In April 2019, I hired Infinity Exteriors for 2 items: (1) replace some batt insulation in the walls of an unfinished 2nd-floor room, and (2) install a soffit vent running the length of the back of our house, by cutting a 3" strip out of our soffit board, covering it with a vent piece, and installing baffles for airflow. When I inspected their work, I noticed the batt insulation hadn't been properly cut to size and had simply been squeezed into the wall cavities, bulging outward in a U shape; there were some cavities missing insulation entirely which had simply been covered with Tyvek. I also noticed there were no baffles on our rafters. I called to complain, and they sent out the project manager to walk through the site with me. My wife recognized his name from the local news: he has a criminal record for theft by contractor, so our confidence was not high He came out to the house and told me it's perfectly acceptable to squeeze insulation into a wall cavity like that, and apologized for the cavities that hadn't been insulated, and for the missing baffles, claiming these were simply overlooked. He had the crews fix these items that day, but when I inspected the baffles, I noticed insulation at the bottom of them, so it appeared they just stapled baffles to the rafters that didn't reach the vents. I pointed this out to the crew, and they said it's normal; not all the insulation could be removed. I didn't want this crew in my house anymore at this point, so I paid them $2,448 and dismissed them In 2023, we are remodeling our bathroom, and the demo was just completed. Our new contractor removed the bathroom ceiling, and discovered these baffles stapled to the rafters, but no vent at all. I can now see for myself that no 3" vent was ever cut into our soffit board, and this crew appears to have simply glued an exterior vent piece to solid plywood, and stapled baffles to the rafters that do nothing.

  

  Business response

  02/09/2023

  Hello *****,
  
  We appreciate the feedback you have provided as well as taking our call earlier today. Infinity always strives to provide the best customer service and quality workmanship on every project we touch, but unfortunately, not every project is 100% perfect. We understand that you are seeking a full refund on your contract but without inspecting the work, we cannot agree to do so. Please let us know if you reconsider and we will set an appointment with you.

  Customer response

  02/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Attached are photos my contractor took after demoing the interior ceiling and walls, which pretty clearly show the baffles Infinity installed that point to nothing - just solid wood. As I see it, this is more than an oversight/mistake - this is deliberate corner-cutting. The crew assigned to this job did not install the quoted systems/materials; they just pretended to, and had to have known it was not properly installed. I understand that Infinity wants to come out to my property to assess, but considering the criminal history of the contractor assigned to this project, and the fact that he and his crew cheated this job too, I have no trust in Infinity and do not want them on our property again. If a refund is not possible, I at least just want others to know about this. I keep thinking about the little-old-lady homeowners who don't know any better, and wonder how many of them have been cheated in the same way.
  
  Regards,
  
  *****************************

  

  Business response

  02/13/2023

  We understand your position and see how you have come to these conclusions. The employee being referenced is no longer with Infinity Exteriors. Although he had a record, the criminal claims against him were not in reference to past poor workmanship but rather a lack of understanding on how to run a business prior to working for Infinity Exteriors. This job was not an accurate representation of the effort Infinity Exteriors puts into providing exceptional work for our customers. We truly care about the people we serve and want to make this right. Our offer still stands to come and inspect the work and move forward from there. 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Infinity Exteriors on 5/6/21 regarding a leak in my living room ceiling. On 5/7/21 a salesman from Infinity, *************************, came to my house to assess the cause of the leak. After doing an inspection, he said that he was sure the leak was coming from the roof. He did an estimate to replace the roof since repairing the area of the roof in question would cost about 1/2 the amount of replacing the entire roof. My dad was present for the inspection and spoke to ******* about replacing the saddle next to the chimney. It was our understanding that this would be replaced when the roof was replaced. I signed the contract and Infinity replaced the roof on 5/20/21. In June 2021 it rained and the ceiling leaked again in the same place. I called the project manager, *********************. His crew came back out and inspected the roof on or around 7/13/21. They removed some siding from the side of the chimney and installed ice and water barrier and replaced the siding. *** said to see how things went and if there was any more water leaking. In December of 2021 when there was melting snow, the ceiling once again began leaking from the same place. I immediately called ********************* and he said he would have his crew come out to look at it. After multiple phone calls to *** and Infinity Exteriors, I was told that they would have to do a water test in the spring to determine the source of the leak. I again had to contact *** multiple times to get the water test scheduled. Finally on 5/16/22 *** and *******************, the head of the service and repair department for Infinity, came out and performed a water test. I was told there was an ice dam on the roof and would be given an estimate by the end of the week. Once again I had to reach out multiple times before I got an estimate. The estimate for the additional work is over $5000. I feel that Infinity should cover the cost to fix the leak, which was misdiagnosed by their salesman, and as a result caused more water damage

  

  Business response

  06/21/2022

  Infinity Exteriors has been in contact with the homeowner and currently working towards a 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. ↩