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Business Profile

Water Mitigation

Infinity EMS, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Mitigation.

Complaints

This profile includes complaints for Infinity EMS, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Infinity EMS, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint type

    • Initial Complaint

      Date:04/12/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/12/2021, ***** came to our house and advised he could work with our *************************** to have our pipe replacement covered. The pipes under the house were broken in 2 places and water was leaking about 3-4 feet under the house. ***** advised that if the insurance company did not accept the claim, we would not be charged for anything. A lot of pictures were taken and they were checking the humidity in the house. Afterwards, a lawyer contacted us per the direction of *****. She stated we needed to record a deposition of the water damage to our house. I told her we didn't have any damage to our house, it was under the house. She asked if we had 2-3 inches of water in our house that damaged the floors, baseboards, and wall. I told her we did not. Then I told her that we are not going to be a part of scamming our insurance company for money. I told her not to contact me again and I told ***** we are not moving forward. Now about 4 years later, we received a bill for $7,367.33. I called the number and spoke to **** and advised we were not paying them any money for trying to scam our insurance company and to fix this immediately. I spoke to her 2 times without any resolve. She stated that ***** came to our house and provided services. I stated he lied about damage to our house and was scamming the insurance company. Nothing is resolved with them. The website **************************** is no longer in service but the phone numbers do work. ************ and ************.

      Business Response

      Date: 05/07/2025

      This correspondence responds to the consumer complaint submitted by the above-named homeowner regarding services provided by our company on or about June 12, 2021.


      Contrary to the allegations made in the complaint, mitigation services were performed at the insured property in response to a plumbing failure that resulted in active water leakage beneath the structure. Our company was contacted to perform emergency mitigation, and a valid Assignment of Benefits (AOB) and/or Work Authorization was executed by the homeowner or an authorized representative.


      Our technicians responded promptly, conducted a site assessment, and performed the necessary drying and extraction protocols based on observable and measurable conditions. Documentation of this workincluding photographs, moisture readings, and technician noteswas created at the time of service and remains available for review.


      At no time did any employee or representative of our company advise the homeowner to fabricate damages or misrepresent the condition of the property to the insurance carrier. We reject any suggestion that we engaged in fraudulent or deceptive conduct. Our services were rendered in good faith, based on industry standards, and pursuant to proper authorization.


      It is also worth noting that the homeowner voluntarily allowed our mitigation team onto the property and permitted the work to proceed without objection. No complaints were raised at the time of service, and there was no dispute or request for cancellation in the years that followed. In fact, the homeowner admits in their own statement that they are being asked to pay $7,367.33 four years later, and it appears that these allegations are only being raised in response to that invoice. This timing and language strongly suggest the complaint is not based on any actual wrongdoing, but rather a post hoc attempt to avoid financial responsibility for services that were authorized and received.


      Additionally, the homeowner states that there was no damage, yet they are not a licensed contractor, inspector, or water mitigation professional. Whether water intrusion beneath a home constitutes compensable or remediable damage is a technical determination made through industry-standard tools and proceduresnot based on a laypersons visual observation. Our technicians identified and responded to conditions consistent with active water damage that required mitigation.


      We respectfully request that DFS consider the context, timing, and full documentation of this matter. Our company acted professionally, promptly, and within the scope of our authorization, and we welcome the opportunity to provide further supporting evidence as needed.

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