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Complaint Details
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Initial Complaint
11/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company completed a project for us back in September. There were some items not repaired before the final walkthrough that had been reported. There were also some issues that were found shortly after the final walkthrough. I was told to send an email and they would have the items addressed as the work was under a year warranty. Email first sent on September 29 and then again on October 14 the email was resent along with a text to customer service manager, Bruno. We have yet to get a response.Business response
04/26/2022
Business Response /* (1000, 21, 2022/02/11) */ We apologize for the delay in the answer. The issue has been resolved. After the client spoke with Bruno, we had a supervisor come out to take measurements to find the best possible solution which at the time was to patch up the hole on the screen. We later on January 4th we decided to completely replace the whole bottom part of the screen to assure that the problem wouldn't happen again. Consumer Response /* (3000, 23, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) As their response says, they repaired the screen. However, the concern was more than just the screen repair. There are loose tiles, debris in the yard and wood still surrounding my patio as referenced in my original complaint and multiple texts with Bruno. In fact, as you can see in one of the original images, Bruno responed to one of my requests for repairsand completion by saying, he was no longer with the company. Now, according to their response, you can see that it was not true and a blantant attempt to brush me off. That said, i have NOT had any communication with Bruno since his text to me on November 2nd telling me he no longer worked at the company. As for the partial repair in January, the gentleman they sent out took a video of the remaining items and said they would be sending someone else. No one else ever showed. Each time they have sent someone I have pointed out the issues. They take a video of multiple things and might repair 1.Initial Complaint
09/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My name is ***********, My wife and I reside in the state of Florida, on or about July 17,2021, we signed a contract with Elementar Outdoor ( salesperson-Fabio-************) and forward a down payment in the amount $2,875.00 for outdoor screening. We reached out to Elementar Outdoor via telephone (office number-407-319-9067) no less than ten different occasions and at various times of the day seeking to speak with a company representative to discuss a status for the agreed upon services. We were never able to speak with a company representative and forward to voice mail. As of September 23,2021, we have not received a return phone or a status for outdoor screen installation.Business response
10/22/2021
Business Response /* (1000, 5, 2021/09/28) */ Hello Mr. ****, my name is Luis, I'm the customer service representative at Elementar. Thank you for trusting Elementar with your outdoor project. I apologize for not getting back to you Friday afternoon as agreed but I wanted to inform you that on Friday September 24th we were waiting on a response from our distributor, to be able to provide you with all the information about your materials and installation, the reason why we didn't reach out was because by the time we actually got an answer from the distributor it was already very late and there was no one at the office. We will be receiving the materials by Friday October 1st, and we are scheduled to start the installation by Wednesday October 6th. Please feel free to reach out if you have any other questions. (407 319-9067Initial Complaint
08/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Elementar installed a $20,000+ outdoor kitchen at the home we purchased less than 2 years ago. On Saturday June 12th, the 7 foot outdoor granite bar top split right down the middle. After unsuccessfully being able to reach anyone by phone, I finally heard back from Bruno on June 15th after trying to message them through the BBB website. The first thing they asked me to do was remove the complaint, and I stated it was not a complaint, just a contact. It took weeks for them to send someone out to see it. Both of those people said it was installed incorrectly, the frame was not large enough and did not properly support the granite. I was concerned about it falling on my children, they came and removed the broken bar. Then I get a call that they cannot match the granite, but it can be close. Was to be installed July 22. then it is rescheduled to next Thursday July 29th. No. Then Tues Aug 3rd, when I call, I am told they are waiting on materials, it would be Aug 5th or 6th. Still no.Business response
11/12/2021
Business Response /* (1000, 5, 2021/08/10) */ Contact Name and Title: Luis, Customer Service Contact Phone: (XXX) XXX XXXX Contact Email: [email protected] Dear Mrs.*****, Thank you for your patience while waiting for the fixing process. The delays that caused all the frustration unfortunately is beyond our control, since the whole market is suffering during this time. As for the pictures sent by the installation team the fixing was completed on Saturday August 7th. Please confirm and remember that I'm always available if you have any other questions or concerns. Best regards, Luis (XXX) XXX XXXX Consumer Response /* (3000, 12, 2021/08/23) */ They did not complete the job. There are open, exposed metal cuts near the base of the bar that I asked to be covered. They said they would be out in a few days to do it. Never happened. I have texted and messaged a few times without resolution. Business Response /* (4000, 17, 2021/10/01) */ Hi, We put the plastic covers on the small cuts at the base of the bar, please don't hesitate to ask if there's anything else I can do for you. Luis. Customer Service (407) 319-9067 Consumer Response /* (4200, 19, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did NOT put the covers on the open cuts in the metal base. It Oct 1, 2021 and the job has not been completed.
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.