Complaints

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:03/21/2025

  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.

  Hello,

  I received a phone call from Elite, regarding the completion of this work.

  I was informed that the delay on the remaining work was due to a special order patio door that is currently on backorder. I have been assured by Elite that the remaining work, and damages to the home would be completed within the next few weeks.

  I would like to thank Mr. ****** for his quick and courteous reponse to the issues with my contract.

  Thank You,

   

  Customer Answer

  Date: 03/24/2025

  I received a satifactory response from Elite. Please close this case.

  Thank You

• Initial Complaint

  Date:09/04/2024

  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.

  ***** ******** called to inform BBB that the business came to her residence and gave her a check for $5900. She also informed that she was required by the business to sign "A couple of agreements" (including a non disparity agreement) in order to receive her refund for the work not done. 

  ****

  

  Business Response

  Date: 09/18/2024

  On March 22 we entered into a verbal agreement with ***** ******** to do some landscaping work at her property in Peoria.  We had previously done work with this customer and she was 100% satisfied with the previous work.  She gave us a check for $5900 downpayment on the work to be done.  The check was given to us on March 22 and we did not cash the check until July.  The reason for not cashing the check is because the customer had made many different changes on whether she wanted the work done at her home or to the property that her husband lived at as she paid for both properties as we have done work at both properties in the past on several occasions.  We did not cash the check for 4 months because she wanted to stay on the schedule and we would not cash the check until she was ready to do the job.  In this 4 months she could have put a stop payment on this check at any time but did not because she was still wanting to do the job and wanted to stay on the work list as we are a very busy company and she wanted to keep her spot on the work list.  We did not cash the check until she was ready to do the work and the $5900 was a deposit on the job and not the total amount of the job.  If you look at the canceled check you will see it was not cashed until July 15 and she had every opportunity to stop payment or cancel the job.  Prior to cashing the check on July 15 she was still wanting to have the job done and we were planning on doing the job.  On July 22nd the owner received a text from the customer stating she wanted to scale back on the work as she had to purchase a car.  He talked to her on the phone several times about what she wanted to do and she said that her husband had unforeseen medical issues and was not sure what she wanted done.  We started the process to issue her a refund on the $5900.  We tried to set up a time to come to the office to meet with us or to meet her at her home.  As you can see from the texts we have been in contact with her trying to get a check for the refund to her.  At no time was she told she had to sign an agreement in order to get her refund back.  In fact she received her check back as soon as we met with her.  The only thing she signed was a mutual release stating that she received her deposit of $5900 back for the job and that neither party was obligated to the job (She owed us no money and we were not doing the job).  I have attached the texts showing we contacted her again Sept 6 trying to take care of the refund and she said she would text us as she had family flying in.  I have tried to take care of this matter from the beginning of when she decided to cancel the job.  She made it known to us at the end of August she wanted to cancel the job for sure because of health issues with her husband. We tried from that time forward to get together with her to get this refund returned and matter resolved.  The thing is we held this check as long as needed as we wanted to work for her as we had done jobs for her previously and would have waited as long as needed until she was ready to do the job.  We take pride in our work and customer service and would have done whatever was needed to make this customer happy as we believe in 100% customer service and it was not about the money it was about the customer service.

  

  Business Response

  Date: 09/19/2024

  I could not get these screenshots to upload to the website link.  Could you please upload them to the complaint.  This shows that we were in contact with the customer and tried getting this matter resolved.  We received that check in March and never cashed it until July when we were getting ready to start the work.  If she wanted to cancel the job she could have in any of the 4 months before July.  After cashing the check and later finding she had decided not do the job we had no problem issuing the refund as the job was not being completed.  As far as the additional comments on the complaint I would like to clear up the misunderstanding.  I did not have her sign an agreement to receive her refund back.  There was no stipulation that she had to sign an agreement to receive her refund.  All she signed was something for my records that the job was canceled and she received her refund.  That is not true and if you talk to the customer she will tell you she received the check first thing when I arrived at her home.  The only thing she signed was acknowledging that she received the refund and that neither party was obligated to the job.  She had received her refund and she no longer was doing the job.  It was a mutual release and that’s all.  Please let me know if you get these pics uploaded.  Thank you.

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.