Infinity Restoration (Regional Office for CO, WY, SD, NE only)

Complaint: I am rejecting this response because: I was told that when signing the work contract the the time frame would be weeks before the roofiing work then another weeks for the siding work, it is now starting the 9th week and zero has been accomplished, failed roof inspections, lies about getting damaged vents ordered/ replaced, I believe that infinitys actions were to not replace the damaged vents and not report repairs or replacements and pocket the difference for profit, it was I who caught these vents and infinity told me they reported them to the insurance company(lie) I contacted the insurance company and there is no report of infinity reporing extra damage vents the vents are on the original estimate, actions and truth speak for themselves, up to this point in time little has been completed, I have other properties already completed, friends and family have there homes completed and infinity has excuses, my point is why and how is a company like this Revdex.com, the public needs to know about fraudulent companies like infinity and how they are falsely reporting Revdex.com status, just by paying their dues and nothing else, Is this allowed by the Revdex.com are these standards by the Revdex.com, I was mislead by infinity and should have not hired them at the beginning, I can only continue to wait and wait and listen to muli lies until project from xxxxxx is completed, may this year, shame on you Revdex.com for allow infinity to be rated with you, I now understand that payoff is your business not consumer assistance, again I ask when will infinity finsh signed (unsatisfied customer) and yes I am being very patient, this is a small home it should have been completed already Sincerely, [redacted]

Its unfortunate that the customer did not contact our management team before the Revdex.comAs it is all being handled now by one of our managersWe apologize for the length of time it has takenBut anyone in the roofing community at this time knows that the suppliers, building departments, and side trade and roof trade experts are all very behind at this timeWe can only do so much in a certain amount of timeThe customer should be satisfied at this point of the progress made thus farWe would like to go ahead and close this complaint as we are only wasting each others time going back and forthAnd I would like to add that not once has communication stopped with the customerWe have answered all calls and texts made by himThank you for your assistance on the matter

We apologize for not responding right awayWe have resolved the issue with the customerWe are gonna reimburse him for the damages to the property and the customer agreed once the check was received he would respond to you guys to close the complaintThe resolution was if he receives $for all damages, he would remove the complaint and we would be doneAgain we apologize for any confusion on the matter

Initial Business Response / [redacted] (1000, 6, 2015/08/30) */ Her husband was monitoring the progress of the work throughout the project, as evidenced by the her statementsI visited the project numerous times throughout the project, always checking in with him and welcoming questions and/or concerns He indicated his satisfaction with the work quality on numerous occasions throughout the day, and never mentioned anything to me about ice and water shield that was not installedConfident in his acceptance and approval of our work, I asked for payment as stated in our contract with the customerOur agreement with all customers is that we do not ask for any money until the project is completedThe project was completed and approved by her husband, so, of course, I asked for the preliminary payment, which consisted of the insurance payment plus the deductible I was not advised of any problems with the furnace until after the furnace was replacedHad I been notified prior to the replacement of the furnace or of a potential problem with water intrusion, I would have inspected the situation immediately and I would have insisted that the failed furnace be kept for substantiation of the cause of the damageI told this to the customer upon first learning of a problem During the week of February 25, significant snow had fallen and temperatures were below freezingIt was unsafe to attempt to climb on the roof due to the snowy and frozen conditions on the roof during the next two weeksHer husband and I kept in regular contact, agreeing that we would meet as soon as weather allowed for safe roof accessMarch was the first time that the roof was clear enough to safely climb on the roof On that date, I also crawled into the crawl space and followed the path of the furnace and water heater ducting and her husband and I agreed that it was highly unlikely that the water had entered the furnace through the exhaust cap in the roof and made its way all the way into the furnace because of the many elbows in the crawlspace ductingWe also agreed that the furnace exhaust cap was likely not the cause of the problem, but that the furnace company would be best positioned to determine the cause of the furnace failure Her husband confirmed that he did not believe that the furnace failure was a result of anything to do with the roof work When I advised the customer that if she really wanted to pursue a claim, the furnace people should advocate for herShe agreed with me that the furnace company, not the roofing company, were the experts, and that they would have the evidence of the old furnace to substantiate her claim if the furnace had been rusted, and she agreed that was the best approachI offered to assist in any way she wished, and she confirmed that she would seek the furnace company's assistanceI reiterated that she should immediately contact them and insist they save the old furnace in case insurance needed to inspect it I heard nothing more from the customer about the furnace for more than two months When advised of the leaks on May 11, I immediately started working on arranging to get a crew to address the problem, and when I called the customer to schedule a crew to come to her house May 15, she advised me that she had "gone over my head and I was fired." That was when I first became aware of any complaint she had submitted to our officeI attempted to get further details about the complaint and the she was unwilling to discuss the matter any furtherAt that time, I contacted our General Manager advising him of the situationOn May 16, our General Manager went to the customer's home and inspected the area around the skylights where the leak was occurring and discussed the cause of the failure of the furnace with her and her husband Our General Manager also contacted the furnace company and discussed the cause of the furnace failureThe furnace company advised our General Manager that the furnace was the original furnace that was installed when the house was built in They added that the age of the furnace was the cause of the failure; it was approximately years old, and it was did not rust out in weeks, as the homeowner asserted On Monday, August 3, the customer advised me that she had a 3-week window that the repairs could be completed expressing no immediacy or rushI immediately called my drywall subcontractor to arrange for the repairsWhen I learned this subcontractor was out of town, I forwarded her information to our production department for them to arrange for the repairBased upon the customer's advising that they had ample time for the repairs to be completed, and based upon the amount of time since the leaks were repaired, and the time the customer called for the drywall repair, I was unaware of any sudden immediacy to getting the drywall repairedIn any event, those drywall repairs were scheduled for repair and completed during the week of August 14, well within the window the homeowner had requested their completion and at no cost to the homeowner In both of the instances where the customer requested me to arrange for repairs, I immediately took actionI was given no indication that my response was not timely enough to satisfy the customer; instead, she simply lodged complaints without advising me of any rush or dissatisfaction on her partIn addition, in my multiple dealings with her husband, he always expressed satisfaction that I was making reasonable attempts to resolve the issues in a timely manner In response to the customer's desired resolution: The [redacted] County Building Department performed the final reroof inspection and approved it on 03/17/I also offered the option to replace or not to replace the chimney chase cover and I showed her husband the cover when we were on the roofWhen offered those options, the customer chose to not have the work done and have Infinity credit that $ amount for the cover back to them, which we did I also advocated for the customer and secured a total of $($for gutter work and $1,for interior paint work) in supplemental amounts from her insurance companyAlthough I advocated on the customer's behalf in securing this insurance coverage and compensation in good faith, we were not awarded this work I brought various sized new caps to the project to ensure I had the correct capI have pictures proving it is the right sizeI installed, secured and painted the new furnace cap per the customer's requestThe homeowner's husband also inspected the cap and expressed no questions or doubts about its size or condition The furnace company agreed that the furnace was simply worn out from years of use, not rustingThe homeowner's husband agreed that it was highly unlikely that rusting was a cause of the failure The repairs to the bathroom have already been completed, well within the 3-week timeframe we were given on August The customer has stated that all leaks have been repaired, and all damages from leaks have been repairedThere is no reason for a refund

We are working at resolving the issues the homeowner addressed in the complaintWe have made contact with the homeowner and are working as fast as we can to get them resolved

We apologize [redacted] feels this way. What he does not understand is that with the most recent catastrophic hail storm not only are all roofing and restoration companies very busy but also suppliers and even building departments. The time frame which his project has taken is very common...

unless you live in less effected areas of the front range. We are actual one of the companies that have the fastest turnaround on building jobs. We know this from our customers telling us some companies are backed up months and into the winter.  We have kept in constant communication and even ignored his cursing and belittling of some of our representatives. I can assure you the project manager on this project along with my office are working very hard to wrap his job up. So we just ask that he be patient and refrain from cursing and make this easy for everyone. Thank you for your time regarding this matter.

Complaint: [redacted]
I am rejecting this response because (for now): I am still awaiting the issues to be...

resolved. I'm aware they say they're working on it. However, I've had to make numerous unreturned phone calls to find out where the issues stand and am awaiting times/dates for the projects to be completed. Now a new inside leak has began due to flashing outside not being completed. Also, waiting to find out about new flashing around the house being installed as well as the other issues listed in the report. As I said in the first email, I just want what I paid for to be completed and I'll close my report.
Sincerely,
[redacted]

We are currently working with the customer resolve any outstanding issues and concerns. The owner has been in contact with the customer .

Its unfortunate that the customer did not contact our management team before the Revdex.com. As it is all being handled now by one of our managers. We apologize for the length of time it has taken. But anyone in the roofing community at this time knows that the suppliers, building departments, and side trade and roof trade experts are all very behind at this time. We can only do so much in a certain amount of time. The customer should be satisfied at this point of the progress made thus far. We would like to go ahead and close this complaint as we are only wasting each others time going back and forth. And I would like to add that not once has communication stopped with the customer. We have answered all calls and texts made by him. Thank you for your assistance on the matter.

Initial Business Response /* (1000, 6, 2015/08/30) */
Her husband was monitoring the progress of the work throughout the project, as evidenced by the her statements. I visited the project numerous times throughout the project, always checking in with him and welcoming questions and/or concerns. ...

He indicated his satisfaction with the work quality on numerous occasions throughout the day, and never mentioned anything to me about ice and water shield that was not installed. Confident in his acceptance and approval of our work, I asked for payment as stated in our contract with the customer. Our agreement with all customers is that we do not ask for any money until the project is completed. The project was completed and approved by her husband, so, of course, I asked for the preliminary payment, which consisted of the insurance payment plus the deductible.
I was not advised of any problems with the furnace until after the furnace was replaced. Had I been notified prior to the replacement of the furnace or of a potential problem with water intrusion, I would have inspected the situation immediately and I would have insisted that the failed furnace be kept for substantiation of the cause of the damage. I told this to the customer upon first learning of a problem.
During the week of February 25, significant snow had fallen and temperatures were below freezing. It was unsafe to attempt to climb on the roof due to the snowy and frozen conditions on the roof during the next two weeks. Her husband and I kept in regular contact, agreeing that we would meet as soon as weather allowed for safe roof access. March 9 was the first time that the roof was clear enough to safely climb on the roof.
On that date, I also crawled into the crawl space and followed the path of the furnace and water heater ducting and her husband and I agreed that it was highly unlikely that the water had entered the furnace through the exhaust cap in the roof and made its way all the way into the furnace because of the many elbows in the crawlspace ducting. We also agreed that the furnace exhaust cap was likely not the cause of the problem, but that the furnace company would be best positioned to determine the cause of the furnace failure.
Her husband confirmed that he did not believe that the furnace failure was a result of anything to do with the roof work.
When I advised the customer that if she really wanted to pursue a claim, the furnace people should advocate for her. She agreed with me that the furnace company, not the roofing company, were the experts, and that they would have the evidence of the old furnace to substantiate her claim if the furnace had been rusted, and she agreed that was the best approach. I offered to assist in any way she wished, and she confirmed that she would seek the furnace company's assistance. I reiterated that she should immediately contact them and insist they save the old furnace in case insurance needed to inspect it.
I heard nothing more from the customer about the furnace for more than two months.
When advised of the leaks on May 11, I immediately started working on arranging to get a crew to address the problem, and when I called the customer to schedule a crew to come to her house May 15, she advised me that she had "gone over my head and I was fired." That was when I first became aware of any complaint she had submitted to our office. I attempted to get further details about the complaint and the she was unwilling to discuss the matter any further. At that time, I contacted our General Manager advising him of the situation. On May 16, our General Manager went to the customer's home and inspected the area around the skylights where the leak was occurring and discussed the cause of the failure of the furnace with her and her husband.
Our General Manager also contacted the furnace company and discussed the cause of the furnace failure. The furnace company advised our General Manager that the furnace was the original furnace that was installed when the house was built in 1987. They added that the age of the furnace was the cause of the failure; it was approximately 28 years old, and it was did not rust out in 3 weeks, as the homeowner asserted.
On Monday, August 3, the customer advised me that she had a 3-4 week window that the repairs could be completed expressing no immediacy or rush. I immediately called my drywall subcontractor to arrange for the repairs. When I learned this subcontractor was out of town, I forwarded her information to our production department for them to arrange for the repair. Based upon the customer's advising that they had ample time for the repairs to be completed, and based upon the amount of time since the leaks were repaired, and the time the customer called for the drywall repair, I was unaware of any sudden immediacy to getting the drywall repaired. In any event, those drywall repairs were scheduled for repair and completed during the week of August 14, well within the window the homeowner had requested their completion and at no cost to the homeowner.
In both of the instances where the customer requested me to arrange for repairs, I immediately took action. I was given no indication that my response was not timely enough to satisfy the customer; instead, she simply lodged complaints without advising me of any rush or dissatisfaction on her part. In addition, in my multiple dealings with her husband, he always expressed satisfaction that I was making reasonable attempts to resolve the issues in a timely manner.
In response to the customer's desired resolution:
The [redacted] County Building Department performed the final reroof inspection and approved it on 03/17/2015. I also offered the option to replace or not to replace the chimney chase cover and I showed her husband the cover when we were on the roof. When offered those options, the customer chose to not have the work done and have Infinity credit that $ 387.99 amount for the cover back to them, which we did.
I also advocated for the customer and secured a total of $1665.55 ($415.55 for gutter work and $1,250.00 for interior paint work) in supplemental amounts from her insurance company. Although I advocated on the customer's behalf in securing this insurance coverage and compensation in good faith, we were not awarded this work.
I brought various sized new caps to the project to ensure I had the correct cap. I have pictures proving it is the right size. I installed, secured and painted the new furnace cap per the customer's request. The homeowner's husband also inspected the cap and expressed no questions or doubts about its size or condition.
The furnace company agreed that the furnace was simply worn out from 28 years of use, not rusting. The homeowner's husband agreed that it was highly unlikely that rusting was a cause of the failure.
The repairs to the bathroom have already been completed, well within the 3-4 week timeframe we were given on August 3.
The customer has stated that all leaks have been repaired, and all damages from leaks have been repaired. There is no reason for a refund.

Complaint: 12291345
I am rejecting this response because:
I was told that when signing the work contract the the time frame would be 2 weeks before the roofiing work then another 2 weeks for the siding work, it is now starting the 9th week and zero has been accomplished, 2 failed roof inspections, lies about getting damaged vents ordered/ replaced, I believe that infinitys actions were to not replace the damaged vents and not report repairs or replacements and pocket the difference for profit, it was I who caught these vents and infinity told me they reported them to the insurance company(lie) I contacted the insurance company and there is no report of infinity reporing extra damage vents the vents are on the original estimate, actions and truth speak for themselves, up to this point in time little has been completed, I have other properties already completed, friends and family have there homes completed and infinity has excuses, my point is why and how is a company like this Revdex.com,  the public needs to know about fraudulent companies like infinity and how they are falsely reporting Revdex.com status, just by paying their dues and nothing else, Is this allowed by the Revdex.com are these normal standards by the Revdex.com, I was mislead by infinity and should have not hired them at the beginning, I can only continue to wait and wait and listen to muli lies until project from xxxxxx is completed, may this year, shame on you Revdex.com for allow infinity to be rated with you, I now understand that payoff is your business not consumer assistance, again I ask when will infinity finsh signed (unsatisfied customer) and yes I am being very patient, this is a small home it should have been completed already
Sincerely,
[redacted]

We apologize for not responding right away. We have resolved the issue with the customer. We are gonna reimburse him for the damages to the property and the customer agreed once the check was received he would respond to you guys to close the complaint. The resolution was if he receives $1700 for all damages, he would remove the complaint and we would be done. Again we apologize for any confusion on the matter.