Complaints

This profile includes complaints for Infinity Roofing & Siding, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Infinity Roofing & Siding, Inc. has 11 locations, listed below.

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  Infinity Roofing & Siding, Inc.

  18000 Groeschke Rd Ste G7 Houston, TX 77084-5642

  
• 

  Infinity Roofing & Siding, Inc.

  2184 Channing Way # 245 Idaho Falls, ID 83404-8034

  
• 

  Infinity Roofing & Siding Inc

  201 Penn Center Blvd Ste 400 Pittsburgh, PA 15235-5441

• 

  Infinity Roofing & Siding, Inc.

  8305 W Highway 71 Austin, TX 78735-8301

  
• 

  Infinity Roofing & Siding, Inc.

  2159 S Centurion Pl Boise, ID 83709-2865

  

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.

• Initial Complaint

  Date:10/17/2024

  Type:Billing 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.

  Infinity Roofing and Siding of ************* came to my home following the July 2024 hurricane to evaluate my roof. They didn't provide an estimate for services. Instead, they said they would make it easy for my father in law and I to do business with them by working directly with ************** on the claim and they would see to it that the soffits and gutters were replaced as well. They asked to make a copy of the claim form from and email the estimate from the insurance company to them. We thought that would be fine, so we gave them the estimate from the insurance company via email. ****, our project manager did not have us sign any paperwork, nor did he provide a cost estimate prior to starting the work. We received a bill only after the work was complete. **** stated that we would need to pay a deductible for our roof. This however was not true. We knew that it would cost more than a deductible, but they said they would take care of it with **************. I contacted Infinity requesting an estimate, however I only received picture of the damaged roof. I never received an estimate before the work began. I only received a bill after the work was completed. I asked for a final invoice for services. They gave us a copy of our claim form. We said, "this is not an invoice. Please provide us with an invoice that shows the cost for the materials that your purchased on behalf of our home. The receipts or purchase orders for the materials that you bought for our roof and we will pay it." We have requested it many times and they send us cryptic emails requesting that we send all the money we were sent from **************. I am very distressed, as is my 71 year old father in law. We do not know what to do. Their practices of not sharing a cost estimate prior to work, is deceptive and criminal. We are willing to pay a fair price for the roof that is in line with the industry and move on. We are being scammed because they billed for our full settlement.

  Business Response

  Date: 10/18/2024

   

  We dispute the homeowner's accounts of the facts, and we have provided the services and completed the work approved by their insurance provider. The insurance process can be confusing and difficult to understand. We should have done a better job explaining it from the beginning. We provided the information below and included a breakdown of the final invoice price. For privacy reasons,this price breakdown was not included in our response to the Better Business Bureau.

   

  
  Email sent on 10/18/24

  
  Thank you for your email and for sharing your concerns regarding the cost estimate and the work completed. I apologize for any confusion regarding the billing process, and I understand the importance of transparency, especially concerning the costs associated with the work done on your home.
  I understand your desire for detailed information regarding the materials used in your project. However, I want to clarify that we do not disclose specific costs or sources of our materials, as this information is confidential and part of our business practices. Please refer to the scope of work I previously shared in my email which list services provided.
  To help clarify the difference between the initial quote and the final invoice,Id like to explain the supplement process. When damage occurs, your insurance company provides an initial estimate. As your contractor, we then submit supplementsrequests for additional funds to cover costs or damages not included in that initial estimate. The final invoice is generated only after we agree on the price with your insurance provider. This process can take time, as it involves reconciling various aspects of the project.
  While there may be differences between the initial estimate and the final price, your only out-of-pocket expense is the deductible. All other funds for the project have been released by the insurance company, and they have confirmed that these funds, along with your deductible, will satisfy the total amount of our invoice of $19,433.80.
  

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  Infinity Roofing never provided a cost estimate for their work PRIOR to the start of the work.  They asked if my roofing would be paid by insurance or cash. When I answered insurance, they asked that I send over my adjusters paperwork, which I did.  They never informed me of the cost of the work during the process of completing the roof and DID NOT provide a final bill, until I asked for it.  The work they have billed for is not in line with what ****, the project manager promised.  Soffits were not replaced, as he stated they would be, in fact the areas where rodents are entering the home are still rotten with holes in them.  He only replaced 2 corners and 2 areas that measure 8 1/2 by 11.  Plywood was not used in the decking of the roof, they used wafer wood.  The work that was done is not in line with the final bill.  ************ asked for our insurance documentation, so that they could take the entire settlement.  I have asked them for a detailed invoice of the materials used and cost.  I was denied.  Per the deceptive trade practices law, I am entitled to seeing the invoices to support the price that I am being charged.  This is especially true, given that I was not provided with an estimate prior to the work being done.  To date, over $12,665.00 has been paid to this company for the work.  I feel that this is in line with the scope of the work that has been completed on the home.   
  
  Regards,
  
  
  KLDM

  
  

  Business Response

  Date: 10/22/2024

  We are currently in contact with the homeowner and are working toward an amicable solution for both of us. 

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  This document is the EXACT document from my insurance company that I emailed you.  All you have done is retyped it.   According to the deceptive trade practices laws, as a consumer I am entitled to see the original  invoices and costs associated with my work, which details where the items were purchased from and costs.  This document that you have provided is what I emailed you. .  You are refusing to provide the original invoices to support the cost for the work, which was not agreed upon PROPR to the work being done.  Please provide the "signed" copy of any contracts or invoices that you may have regarding this work. This is not what was discussed. The remedy will be for the contractor to agree to accept, $12,665.00 for the work that was done on the home. This amount has already been paid to the contractor.
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 11/04/2024

  As stated previously, we submitted the scope of work to the homeowner's insurance company, and they agreed to pay the final invoice less than the homeowner's deductible. The costs were disclosed to the insurance carrier, not the homeowner, which is standard procedure. The costs do not impact the homeowner, as they only pay their required deductible; therefore, the price of the job does not impact the homeowner's out-of-pocket expenses. If there are issues with the roof, we can send someone out to inspect at the homeowner's request.

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising 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.

  I requested a quote from Infinity Roofing and Siding to replace my roof and fix any rotted facia, and also from Priority Roofing. The Infinity salesperson verbally indicated that they could match the work offer after I had sent them a copy of Prioritys quote. Im ********************************************************************************** writing. Infinity did not keep their word. I do fortunately have some text exchanges where I clearly say what needs to be matched, or I go with Priority. I will attach our text exchange and Inspection reports along with photos showing the lack of quality control, and good faith in complying with our agreement. The contract with Infinity indicated that only shingles were to be installed on my property. Mod Bit roofing was installed in some locations, which makes the roof look like a repair had to be conducted with material that does not match the roof. Nails were left on the roof, and some nails were not properly protected. Areas with Rot facia were not repaired. Active and passive ventilation systems were installed, which are not compatible. No roof ventilation was installed in the garage area. Now, I have to pay another roofing contractor to come and fix Infinitys errors.

  Business Response

  Date: 05/20/2024

   

  Hello,

  We made several accommodations for Mr. ********* and did everything reasonable to satisfy him. We addressed any issues in the inspection by Priority Roofing on 4/22/24.

  
  We spoke to the customer about a ridge vent, but due to the fact we required a 9" ridge and he has a steep-pitched roof, this was decided against.  The risk of leaks and pop-ups was high in this instance from experience, and the customer agreed to that.

  
  We did not modify his existing ventilation system.  We put on new parts and left it intact as it was built.  

  
  We sent the crew back out to 'change' the valley system so it was shingled and aesthetically pleasing to the customer.  The customer stopped the crew from making changes.  No changes were made to the valley.

  
  The documentation for closed valleys/dead valleys supports what we did in terms of rolled roofing to prevent leaks since the customer wanted to sell his home.
  
  The homeowner made the final payment on 5/13/24

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I have been hospitalized since 5/14/24 and had a pacemaker installed, and was not able to look at my mail. I made my payment because I did not know what the surgery outcome would be. My response to Infinity Roofing to complaint #******** is: No accommodation was at all conducted. Neither my wife nor I received any calls to fix the issue. Rotten facia is visible from the ground and no attempt was done to correct it. My 2 neighbors next to my house have similar roof pitch and they have the vents that Priority Roofing recommended. Unfortunately, the contract does specify the vents installed, but I assumed they were installing what I asked. In addition, an active solar vent was reinstalled next to the passive vents. This is not recommended because a short circuit is created between the passive and active vents. Yes a crew was sent to correct the valley issue, but their representative ***** stopped them and said my warranty would be void if it was modified. ****** told me that it could not be corrected, but the crew said it would work fine. I was not aware that Infinity had sent them at the time. ***** was always uncooperative. Documentation of the warranty has not arrived to this day. I do not understand what wanting to sell my home has to do with valley and dead valley support. The only leak I had on the roof was not in any of the valley locations, and the roof was all shingles. Their response is not correct. If Infinity wishes to make this right, Infinity can send their crew to correct the problems. I do not see how the vent issue can be corrected with out a large investment, I will let that be. However, the rotten facia should have been corrected as ****** indicated it would be done. The valley that is visible from the front of the house needs to be corrected with shingles. I never agreed to anything other than ******** as stated in the contract. I hope we can still enter my response. If not please let me know how I can reopen this complaint. Thanks,
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/11/2024

   

   

   

  I Initially, we were pitted against a competitor who promised the customer much work that we could not match due to cost and profit margin requirements. The customer repeatedly made it clear he was not in a position to pay for upgrades.  In the end, no discussion of fascia was had with me that I recall, and as such, it was not included on the contract.  The ridge vent was in fact discussed with me and it is on the contract as "ridge vent as needed".  Due to pitch and leak potential, it was opted against on install day.  The ventilation system on the contract is listed as 'airhawks', which we replaced and put back as they were, in line with industry standards.  The valley was the major point of contention and fascia was not brought up until now.  No fascia is listed on the contract and the crew did not find aesthetic rot on the fascia as something that would impact the roof install.  The ridge vent situation was explained to the customer during install and he verbally agreed to it.  It was not until he had a third party 'real estate inspector' come out that he was made aware that his previously installed ventilation system was not correct.  Because of the customer's focus on cost, no modifications were made to the ventilation system as it was considered adequate.  Notably, no discussion of ventilation trouble was brought to anyone's attention before installation.  It was only brought up when the competing company promised a ridge vent for free.
  
  As for the valley, GAF Technical Support informed me that the installation is good.  I called them specifically about that issue, demonstrating our proactive approach.  The independent inspector said the installation was sound as well.  It should be noted that the *********** inspector is not a certified GAF installer or a credentialed agent of GAF.  Nonetheless,we sent the crew out to change the valley, so it looked OK, showing our responsiveness to the customer's concerns. However, the homeowner turned away the crew.  No changes were made despite our best efforts.

   

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have been hospitalized since 5/14/24 and had a pacemaker installed recently and have not been able to look at my mail. I made my payment because I did not know what the surgery outcome would be.
  
  Infinity claims that accommodations were offered. No accommodation was at all offered. Neither my wife nor I received any calls to fix the issue. Rotten facia is visible from the ground and no attempt was done to correct it. 
  
  Infinity claims that the type of vent I requested as quoted by another contractor could not be installed due to the pich of the roof. This is incorrect and misleading. My 2 neighbors next to my house have similar roof pitch and they have the vents that Priority Roofing recommended. Again, I was not informed that they had selected another option before it was installed. Unfortunately, the contract does specify the vents installed, but I did not know that by the name called in the contract. In addition, active solar vents were reinstalled next to passive vents. This is not recommended because a short circuit is created between the passive and active vents.
  
  Infinity indicates that a crew was sent to correct the valley issue. Yes, a crew was arrived to correct the valley issue, but the main office never contacted me. That is why I called their representative ***** who stopped the crew and told me that my warranty would be void if the valley was modified with shingles. I was not aware that Infinity had sent them. ***** was always uncooperative. ****** indicated that the crew had been sent to wrong address (my house). Additionally, documentation of the warranty of the work performed has not been delivered to me to this day.
  
  Infinity claims that I intended to sell my house. I do not understand what wanting to sell my home has to do with valley and dead valley support. The only leak I had on the roof was not in any of the valley locations, and the roof was all shingles. Their response is not correct.
  
  If Infinity wishes to make this right, Infinity can send their crew to correct the problems. I do not see how the vent issue can be corrected without a large investmenton their part, I will let that be, and accept as is.. However, the rotten facia should have been corrected as ****** indicated it would be done.The valley that is visible from the front of the house needs to be corrected with shingles. I never agreed to anything other than shingles as stated in the contract.
  
   
  

  Business Response

  Date: 07/01/2024

   

  Our prior response stands. We provided quality work and follow-up with the homeowner and fulfilled our contracted obligations. 

  
  We made several accommodations for Mr. ********* and did everything reasonable to satisfy him. We addressed any issues in the inspection by Priority Roofing on 4/22/24.
  
  We spoke to the customer about a ridge vent, but due to the fact we required a 9" ridge and he has a steep-pitched roof, this was decided against.  The risk of leaks and pop-ups was high in this instance from experience, and the customer agreed to that.
  
  We did not modify his existing ventilation system.  We put on new parts and left it intact as it was built.  
  
  We sent the crew back out to 'change' the valley system so it was shingled and aesthetically pleasing to the customer.  The customer stopped the crew from making changes.  No changes were made to the valley.
  
  The documentation for closed valleys/dead valleys supports what we did in terms of rolled roofing to prevent leaks since the customer wanted to sell his home.
  
  The homeowner made the final payment on 5/13/24

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  Dear BBB Sirs

   

  I have been hospitalized since 5/14/24 and had a pacemaker installed recently and have not been able to look at my mail. I made my payment because I id not know what the surgery outcome would be.

   

  If I may still comment on the response from Infinity Roofing I would add the following:

   

  No accommodation was at all was conducted. Neither my wife nor I received any calls to fix the issue. Rotten facia is visible from the ground and no attempt was done to correct it. 

   

  My 2 neighbors next to my house have similar roof pitch and they have the vents that Priority Roofing recommended. Again, I was not informed that they had selected another option before it was installed. Unfortunately, the contract does specify the vents installed, but I did not know that by the name called. In addition, an active solar vent was reinstalled next to the passive vents. This is not recommended because a short circuit is created between the passive and active vents.

   

  Yes a crew was sent to correct the valley issue, but their representative ***** stopped them and said my warranty would be void if it was modified. I was not aware that Infinity had sent them. ***** was always uncooperative. Documentation of the warranty has not arrived to this day.

   

  I do not understand what wanting to sell my home has to do with valley and dead valley support. The only leak I had on the roof was not in any of the valley locations, and the roof was all shingles. Their response is not correct.

   

  If Infinity wishes to make this right, Infinity can send their crew to correct the problems. I do not see how the vent issue can be corrected with out a large investment, I will let that be. However, the rotten facia should have been corrected as ****** indicated it would be done.The valley that is visible from the front of the house needs to be corrected with shingles. I never agreed to anything other than shingles as stated in the contract.

   

  I hope we can still enter my response. If not please let me know how I can reopen this complaint.

   

  Thanks,

   

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

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

   

   

   

   

  
  
  
  
   

  
  

  Business Response

  Date: 07/03/2024

   

   

   

   

   

   

   

   

   

  Once again, we stand by our prior response and consider this matter closed.

  Once again. we stand by our prior response and consider this matter closed. We provided quality work and follow-up with the homeowner and fulfilled our contracted obligations. 
  
  We made several accommodations for Mr. ********* and did everything reasonable to satisfy him. We addressed any issues in the inspection by Priority Roofing on 4/22/24.
  
  We spoke to the customer about a ridge vent, but due to the fact we required a 9" ridge and he has a steep-pitched roof, this was decided against.  The risk of leaks and pop-ups was high in this instance from experience, and the customer agreed to that.
  
  We did not modify his existing ventilation system.  We put on new parts and left it intact as it was built.  
  
  We sent the crew back out to 'change' the valley system so it was shingled and aesthetically pleasing to the customer.  The customer stopped the crew from making changes.  No changes were made to the valley.
  
  The documentation for closed valleys/dead valleys supports what we did in terms of rolled roofing to prevent leaks since the customer wanted to sell his home.
  
  The homeowner made the final payment on 5/13/24e...

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  As you can read in the contract (Attached) only shingles are specified. Other than shingle were installed in some locations in my roof. Nails were left on the roof and around the house cousing tire damage. Warranty letter has not been submited to me.

  I do not believe Infinity Roofing will correct their errors. I will have to hire other workers to correct their errors. 2 independent Inspectors identified deficiencies in Infinity's work (previously submitted reports). It is not me talking without facts. We can close this complaint as unsatisfied by lack of corrective action from the contractor.

  I would rate this company with only 1 star.
  
  Regards,
  
  ****** *********
   

  
  

  Business Response

  Date: 07/24/2024

   Our reputation is critical, and we take pride in our high consumer rating with the Better Business Bureau, ****** reviews, and local word of mouth. We made several attempts to resolve Mr. ********** concerns. A reasonable resolution is a negotiated agreement between two parties, and Mr. *********** demands are not reasonable or warranted.
  
  We will provide the warranty documents as requested.

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  The inspectors reports speak for themselves. There is nothing more I can say about the poor performance from Infinity Roofing. I have spent over $2,000 to fix the most obvious mistake they made. I still have to find someone to fix the shingles. As to the warranty being now submitted as a response is silly.  That should have been provided months ago. If they wanted to negotiate, they could easily have called. Their performance was poor and verbal promises not kept. 

  
  Regards,
  
  ****** Santillan 
   

  
  

  Business Response

  Date: 07/31/2024

   

   

  We did what we said we would and sent the warranty documents to ************************************ on 7/24/24 at 8:23 AM.

   

   The documented facts support our company and we are disappointed that Mr. ********* continues to disparage our reputation.

   

  We stand by our last response. 

  Our reputation is critical, and we take pride in our high consumer rating with the Better Business Bureau, ****** reviews, and local word of mouth. We made several attempts to resolve Mr. ********** concerns. A reasonable resolution is a negotiated agreement between two parties, and Mr. *********** demands are not reasonable or warranted.

• Initial Complaint

  Date:04/19/2024

  Type:Billing 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.

  ******* ******, an authorized representative of Infinity Roofing & Siding, provided written text stating I only owed my deductible in the amount of $1000.00 for completion of the repairs to my roof. Infinity Roofing & Siding has now put me into collections for $16,504.17 When ******* sent the text message stating I only owed my deductible of $1,000 I took his written word in good faith. I am more than willing to make the final payment as soon as I receive an invoice in the correct amount of $1000 stating final payment. Please advise if you would like the full text transcripts. I have every text message sent from ******* from the start of this project to current date.

  Business Response

  Date: 04/23/2024

  To whom it may concern,
  
  We value our reputation and have repeatedly made efforts to resolve this matter with Mr. ******* All communication from Mr. ****** has stopped therefore any attempts to resolve this matter are not possible. He refuses to pay the balance owed.  We have a valid signed contract with ****** ****** to complete his roofing replacement.Any text messages are not binding and the context can be misunderstood. We are entitled to receive the remaining balance on his account. Per the contract terms, we have filed a lien against the property breach of contract.

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  It is unfortunate that Infinity Roofing continues to make erroneous statements. 
  
  As you will see in the attached documents, that I have responded to every email, text message, and voicemail received from Infinity Roofing. I am still waiting for ******** Jay, and/or anyone else from Infinity Roofing to schedule an appointment to discuss this matter further. 

  I have also stated, verbally and in writing, that I am willing to pay the amount agreed upon in writing of $1000.00. On several occasions I have asked for the invoice in the amount of $1000 along with instructions on how to make the payment. 

  In the US text messages are legal documents under the Electronic Signatures in Global and National Commerce Act. 

  Please send a final invoice in the agreed upon amount of $1000.00 to resolve this complaint. 
  
  Regards,
  
  ****** Candau 
   

  
  

  Business Response

  Date: 05/01/2024

  We would welcome a conversation with Mr. ****** to resolve this matter. This is not possible if we are not communicating with each other rather than through a third party. We are not aware that Mr. ****** is an Attorney and is licensed to practice law in the State of ******* or that he is an expert in the legality of text messages. We do know that we have a valid signed ************ Candau can contact our office at ************ to come to a resolution that satisfies both parties, not just Mr. *******

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  It's unfortunate that Infinity Roofing continues not to honor the written agreement made by their employee. We never had a contract for $16,504.17. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/06/2024

   

   

  As stated, if Mr. ****** is willing to negotiate, he can call our office at ************. Mr. ****** is using the same rebuttal each time. It requires more than one party to negotiate and Mr. ****** has failed to take responsibility for his actions.

   

   

   

   

  We would welcome a conversation with Mr. ****** to resolve this matter. This is not possible if we are not communicating with each other rather than through a third party. We are not aware that Mr. ****** is an Attorney and is licensed to practice law in the State of ******* or that he is an expert in the legality of text messages. We do know that we have a valid signed contract. Mr. ****** can contact our office at ************ to come to a resolution that satisfies both parties, not just Mr. ***********

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  As mentioned previously, I have responded to all forms of communication from Infinity Roofing and will continue to do so.
  
  My responses have been the same because the facts have not changed. Written communication was provided from ******* ******, an authorized representative of Infinity Roofing, stating I owe $1000.00. This is the amount agreed upon and this is the amount I am willing to pay.

  At this point I am hoping that someone from the BBB would interject. The documentation provided is clear. The written text has been provided and Infinity Roofing has made it clear they are not willing to honor the agreement their employee agreed to. In my opinion this is bad faith and a poor business practice that the public should be warned about.  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 05/14/2024

  As stated, prior, we asked Mr. ****** to call our office to negotiate a settlement. Restating his version of the facts is not going to resolve the dispute. It appears that Mr. ****** doesn't understand the role of the Better Business Bureau. The Better Business Bureau makes information available to consumers about businesses in their communities. Mr. ****** has filed a dispute with the State of Montana and we have responded accordingly with the facts. Mr. ****** can contact our office at ************ to come to a resolution that satisfies both parties, not just Mr.*******
  
  
  This is our prior response We would welcome a conversation with Mr. ****** to resolve this matter. This is not possible if we are not communicating with each other rather than through a third party. We are not aware that Mr. ****** is an Attorney and is licensed to practice law in the State of ******* or that he is an expert in the legality of text messages. We do know that we have a valid signed contract. Mr. ****** can contact our office at ************ to come to a resolution that satisfies both parties, not just Mr. *******

• Initial Complaint

  Date:03/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  We contracted to use this company in June to replace a roof and put a chimney cap on our home. While the roof was completed in a timely manner the chimney took over 4 months to complete. They kept advising us that it was on order, then they told us the person got sick and finally stopped responding. It took my continued pushing to try and get the cap finished. In the end it was a roll of sheet metal that was brought to our home and just screwed in to the top of our chimney. Nothing like they had implied they would be putting up there. They never provided any explanation on why after MULTIPLE attempts to try and resolve. Then last week their collections department called and threatened to send us to collections for failure to pay. They made it sound like we were refusing to pay, when in fact they had never sent me an invoice. They say it was sent to my wife even after we told them that they should use my email. The very rude woman told me the original contract was received from my wife so they would never send to me. This is false as I signed and sent the signed contract from my email. I have asked time and time again to talk to someone to discuss my dissatisfaction with the roof and no one has ever called me. I felt coerced to pay due to the way I was being treated and the threat of being sent to collections instead of being satisfied with the service I have gotten. I am still waiting for paid invoice, the warranty documentation and documentation from the roofer that the roof was updated and the impact resistiveness.

  Business Response

  Date: 03/29/2024

  As a family-owned roofing business with a proud 20-year accreditation with the Better Business Bureau, we hold ourselves to the highest standards of customer service and satisfaction. Your feedback helps us improve and enhance the customer experience we provide. As you know we have been in direct contact and have come to an amicable solution for both of us. If you have any more question or concerns please feel free to contact us at ************.

  Customer Answer

  Date: 04/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:11/14/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

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

  Business Response

  Date: 12/02/2022

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

  Customer Answer

  Date: 12/07/2022

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

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

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

  Thank you!

• Initial Complaint

  Date:09/06/2022

  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.

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

  Business Response

  Date: 09/06/2022

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

  Customer Answer

  Date: 09/07/2022

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

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

   

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

   

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

   

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

  
  
  
  
  Regards,
  
  
  
  
  
   

  Ruben ******

  Business Response

  Date: 09/21/2022

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

  
  

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

  
  

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

  
  

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

  
  

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

  
  

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

  
  

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