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:03/20/2025

  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.

  I paid $5,780.00 to **** ******* of Southern Elite Contracting and ******************************* on February 7, 2025 through my home insurance claim with ********. The payment was so *** could hire the contractors to rebuild my kitchen, it's now near the end of March 2025 and no one's rebuilt anything. I've been without the use of my kitchen since December 22nd 2024 and I don't like the back and forth going on between the insurance company and **** *******, it's getting no work done, so I decided to neutralize the agreement and I want a refund.

  Customer Answer

  Date: 03/20/2025

   

  Thanks I've resolved this matter with the company and we've decided to continue the to completion.

   

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair 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.

  -Signed contract with Southern Elite Contracting Nov 2022 for a pipe disconnect issue that effected the Master Bath/closet and the garage below.-Multiple months before work began (begin in the garage)-Many of the downstairs (paid for) tasks were not completed, or completed poorly.-Many of the upstairs (paid for) tasks were not completed, or completed poorly.-No additional work has been done to correct downstairs issues.-Upstairs floor had to be done twice due to issues, and needs to be done again.-Base boards upstairs unaligned and filled with sloppy caulking to cover failures.-Baseboard in closet not connected to wall.-Shower had to be installed twice and has gaps around the frame.-Shower door does not stay closed, leaks, and is coming apart at the hinge.-Nail holes are exposed -Patching on walls is sad -Holes made by Southern Elite not patched -Painted over painters tape -Company continuously lied about items on order.-Owner makes clear by both words and actions that his moto is profit over people.-Quality control persons weren't sent until recently and indicated that these issues would now get fixed/ refunded, only to have the owner reject that due to the project "Being in the Red".- No ownership of responsibility, no accountability, and a sub-par product.-I tried to upload my full file with pictures, emails, names, dates, and phone logs, but the system says its too big. Will upload some pictures for now and can provide all the rest when you guys contact me.

  

  Business Response

  Date: 08/22/2024

  I have spoke with customer and meeting her Tuesday 8-22-24 to see the issues and problems going on at her home. I told her we would make this right. She is understanding at the moment and my main goal is to help the customer for what is wrong. 

  Customer Answer

  Date: 08/27/2024

   
  Better Business Bureau:
  Devin has reached out, come by to see the issues and shown intent to correct the situations. There is a plan of action and I feel that we have reached an understanding of what all needs to be done. 

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

• Initial Complaint

  Date:07/21/2024

  Type:Sales and Advertising 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.

  Amazing company! Your 1 Stop Contractor our focus as a company is to serve you and help you with your home remodeling project. We have had many false complaints and wanted to see the evidence of posting requirements.

  

  Business Response

  Date: 07/29/2024

  Thank you for this! 

  Customer Answer

  Date: 07/29/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/29/2024

  Type:Product 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 am writing to file a complaint against Southern Elite Contracting regarding their services provided to my mother, *********************. On 3.30.2022, Southern Elite Contracting entered into an agreement to renovate my mother's basement, which was damaged due to a flood. However, we have encountered several issues & concerns throughout the process. Firstly, after a year of minimal progress, it came to our attention that the Contractors instructed my mother to pay them upfront with all the funds provided by her insurance company. This raised major concerns. Furthermore, the work done by Southern Elite in my mother's basement displayed poor quality craftsmanship and remains incomplete. Despite our repeated requests over an 8-month period (from April 2023 to November 2023) for them to complete the work, they have failed to do so. Upon reviewing the Insurance Company's Renovation Estimate and comparing it to the purchase invoice received from Southern Elite, discrepancies became apparent. The total materials listed in the Estimate were not purchased, and the charges shown in the Contractor's invoice do not align with the Estimate. Most of the checks were written out to individuals, and when compared to the Estimate, the majority account for labor costs. On 12.7.2023 we officially terminated Southern Elite's services due to the aforementioned concerns. We made it clear that any further communication should be directed through me, *************************, as my mother's representative. On 12.13.2023, we sent an email to the Contractors requesting a refund of the total amount paid to Southern Elite, which amounts to $25,206.31. Shockingly, the Contractors refused the refund and insisted that my mother would only receive a refund of $1,719.59, claiming it as the balance due. We firmly believe that this resolution is unacceptable and unjust. We seek your assistance in resolving this matter and obtaining a full refund of the amount paid to Southern Elite Contracting.

  

  Business Response

  Date: 02/02/2024

  On 12-13-23 we sent you this below. Also know we have spent money on materials and labor and work is correct you don't have vanity but very aware when we ordered we cant control this. We sent you all documents. Please let me know what i can do or if i need to send this check after we get final you still owe us $7,569.40 

  12/13/2023, 11:37 AM - *********************:
  Good morning ******, this has been difficult for us to talk with you as I'm not in contract with you. In good faith we have spent hours doing this by email and phone call. Provided below are all the invoices and services rendered at the moment and show a positive of $1719.59 Which we understand because I show a  balance of  $7569.40.  We have done everything by contract. To cancel there are additional fees and we can go over  those. We can't say we're doing a job then just give money that would be fraud and I don't know if you're keeping this money from your mother in respect of saying that I'm willing to handle properly. As told to you many times you have a major moisture problem in the basement and we have also made insurance aware and are holding us back for the installation of the floor. We want to be elite and provide great quality. As far as reviews thank you as you see i have responded to all reviews. Lets take your bank for example they have bad reviews should you take money out, grocery store you shop at should you not buy groceries or even the county you live in should you move i encourage you to look that over before throwing this up. It is an opinion from that customer that we have done over ****** projects since in business with only 50 bad reviews. I consider us very elite with this. We want to be perfect but the only one perfect is ***** and I'm far from that. I'm a ********* and believe what is right but your demands are unrealistic with timelines. We can't control delivery of products nor how the home and its issues. I mutually agree to cut ties with you and in doing so you will have to sign a release.. I apologize and am willing to finish the project also. I will waive the $1500 cancellation fee and other fees associated with the contract. Please let me know how you want to move forward. I will get this check cut Friday and mail to you and the deliveries still coming will go to you.   

  since this we have these updates. 

  1/31/2024, 2:08 PM - ***********************:
  TEXT REP TO PLEASE SEE UPDATED JOB NOTE ON VANITY 
  
  1/31/2024, 2:07 PM - ***********************:
  CALLED HOME TRENDS FOR UPDATE ON VANITY SHIPMENT AND WAS TOLD THERE IS A BACK LOG OF ORDERS AND IT SHOULD GO OUT WEEK OF FEBRUARY 5. 
  I ASKED THE **** I SPOKE WITH TO SEND ME A EMAIL STATING THIS INFORMATION
  1/30/2024, 10:41:02 AM - *********************************************************:
  THIS IS WAITING ON VANITY TO BE DELIVERED AND THEN FINAL CHECK BEING CUT TO CUSTOMER PER ***** AND WE ARE CANCELING CONTRACT. SEE ALL NOTES
  
  1/30/2024, 8:56 AM - Sherry  ******:
  TEXT ***** TO UPDATE NOTES 
  
  1/22/2024, 5:21:23 PM - *********************************************************:
  STILL WAITING ON VANITY TO BE DELIVERED
  
  1/16/2024, 9:46:22 AM - *********************************************************:
  THIS IS WAAITING ON VANITY TO BE DELIVERED AND THEN FINAL CHECK BEING CUT TO CUSTOMER PER ***** AND WE ARE CANCELING CONTRACT. SEE ALL NOTES
  
  1/15/2024, 9:35 AM - Sherry  ******:
  TEXT ***** TO UPDATE NOTES 
  
  1/8/2024, 12:43:19 PM - *********************************************************:
  THIS IS WAAITING ON VANITY TO BE DELIVERED AND THEN FINAL CHECK BEING CUT TO CUSTOMER PER ***** AND WE ARE CANCELING CONTRACT. SEE ALL NOTES
  
  1/2/2024, 12:13:18 PM - *********************************************************:
  THIS IS WAAITING ON VANITY TO BE DELIVERED AND THEN FINAL CHECK BEING CUT TO CUSTOMER PER ***** AND WE ARE CANCELING CONTRACT. SEE ALL NOTES
  
  1/2/2024, 9:19 AM - Sherry  ******:
  TEXT ***** TO UPDATE NOTES 
  
  12/27/2023, 11:52 AM - ***********************:
  SPOKE WITH HOME THREADS FOR UPDATE ON VANITY AND SHE SAID IT WOULD BE 1-2 WEEKS FOR IT IS SHIPPED OUT. WAS JUST MADE AWARE THAT IS WAS ALSO ON BACK ORDER (SUPPOSEDLY) 
  
  12/27/2023, 11:30 AM - Sherry  ******:
  TEXT ***** TO CHECK FOR UPDATE 
  
  12/18/2023, 2:23:13 PM - *********************************************************:
  ACCORDING TO LATEST EMAIL TO CUSTOMER CHECK IS BEING SENT OUT AND ***** IS WORKING ON THESE ISSUES WITH CUSTOMERS DAUGHTER.
  
  12/18/2023, 8:34 AM - ***********************:
  forwarded email to ***** as soon as I saw it 12/15/23 at 5:59pm
  Hi *****,
  You have a new message from Gisselle about your order #******.
  
  Hello *****,
  We are so sorry for this continued delay, unfortunately our warehouse is working on the backlog of orders and is still delayed to ship within 1-2 weeks. You will see further information on your tracking number in the next few days.
  We understand this is frustrating and is taking a lot longer than expected. Our warehouse is working as fast as they can to have all shipments released at this time.
  Thank you again for your continued patience.
  ***********************************
  Customer Service
  **************
  www.homethreads.com
  
  12/15/2023, 10:17 AM - ***********************:
  SENT BELOW UPDATE TO ***** VIA ****** CHAT
  
  12/15/2023, 10:16 AM - ***********************:
  CALLED HOMETHREADS FOR UPDATE ON VANITY AND THEY ARE NOW SAYING THAT THE SHIPPER ******* IS DELAYED ON PICKING UP PACKAGES BECAUSE OF THE HOLIDAYS. HOMETHREADS IS GETTING IN CONTACT WITH THE VANITY SUPPLIER TO FIND OUT MORE AND WILL EMAIL A UPDATE BY END OF DAY 
  
  12/15/2023, 10:05 AM - ***********************:
  CHECKED SHIPPING STATUS OF VANITY AND IT STILL NOT SHIPPED ACCORDING TO ***** TRACKING #
  
  12/13/2023, 11:45 AM - **********; ******** :
  Responded to customer emails prior to ******* this morning and got with ***** on the job about moving forward. ***** then sent the email below.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21218488
  
  I am rejecting this response because: Our dissatisfaction with your services stems from several significant issues, which I feel have not been adequately addressed in your response. 

  1) Financial Transparency and Billing Discrepancies: The lack of transparency in the financial dealings between Southern Elite Contractors and my mother is deeply troubling. Discrepancies between the services outlined in the contract and the corresponding charges on the invoice are both ***** and unacceptable. The absence of a detailed breakdown for checks issued to individuals, without corresponding itemized explanations, raises serious concerns about the integrity of your company's financial practices.

  2) Professionalism and Work Quality: As a professional in the industry, I am well-versed in the scope and requirements of the renovation project. The discrepancies in labor charges and the evident lack of progress in the work performed are clear indications of a breach of trust. Attempts to attribute additional costs to a debunked moisture issue, denied by the insurance company, further substantiate our claim of dishonest practices.
  

  3) Unprofessional Conduct in Communication: The unprofessionalism displayed in the emails exchanged regarding my relationship with my mother is highly inappropriate and reflects poorly on the credibility of Southern Elite Contractors. A lack of respect for clients and derogatory remarks indicate a significant lapse in professionalism inconsistent with the standards expected from a reputable business.

  Given the gravity of these issues, it is my firm belief that Southern Elite Contractors owes my mother restitution for funds taken without justification. This situation goes beyond a mere contractual dispute and raises concerns of elder fraud, a serious offense. Rejecting your response is only one step in our pursuit of justice. We intend to escalate our complaint to relevant authorities and expose the unethical practices and scams employed by Southern Elite Contractors to the broader public as well as additional professionals and organizations within the industry. Your company's integrity within the industry is at stake, and we expect a thorough and satisfactory resolution to this matter. We demand a comprehensive review of the financial discrepancies, a clear account of the services rendered, and an acknowledgment of the unprofessional conduct displayed in communications. We are insisting that all money paid to Southern Elite Contractors, totaling $25,206.31, be immediately refunded to my mother due to the lack of proper services. I anticipate your prompt attention to this matter and a revised response that adequately addresses the concerns raised. Should Southern Elite Contractors fail to rectify these issues adequately, we will not hesitate to pursue legal avenues to protect my mother's rights and bring attention to the questionable practices of your company.

  Thank you,
  
  *************************

  

  Business Response

  Date: 02/13/2024

  We have all the evidence needed and will turn this over to our attorney thank you. Again Im not in contract with you. Your the daughter and caused major issues with this process. And we just confirmation your vanity is in and shipping to yall. Thanks and please understand all slander will be documented 

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair 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.

  I had water damage for which I had to have a water mitigation service come to prevent it for getting worse. I get SEC recommended by the water mitigation people and I can tell you that that was one of the worst decisions I have ever made in my life.One particularly worker came with their wife and toddler to the job. He was routinely late. He also constantly asked to come really early so he can get done sooner and when I would agree he would not come for 4 hours, assuming he came at all. When he eventually finished, the tile was coming up!I eventually got a very competent subcontractor who did an amazing job installing flooring. When we were done, the cabinets, countertops, and backsplash did not fit the way it should have and so SEC recommended filing an extension. The extension was denied and when I asked them what they were going to do about the issue, they said I should pay for the cost to do it the right way the first time on top of what they had already been paid.To be clear, none of these issues would have happened if they had people that were on time and knew how to do their job and if they actually took measurements to know ahead of time that they installed it the wrong way.The management person I talked to was never on the same page as the subcontractor they would send out. Even if they were the SEC contact would always dodge my calls or be busy, but not when they were trying to get me to pay.If you are thinking that you may want to work with SEC, please consider: Do you want to be ignored when the job isn't progressing? Do you want to waste months if not years of your life with a kitchen that doesn't work and a contractor that neither returns phone calls nor emails in a timely manner? Do you want to then be asked to pay them for the mistakes they made in doing a poor job? If you answered yes to all of these questions, then SEC is the perfect contractor for you!

  Customer Answer

  Date: 11/01/2023

  Better Business Bureau:

  the contractor has begun to work toward fixing the issue and as a sign of good faith I would like to take it down. 

  Sincerely,
  
  ****************************; 

• Initial Complaint

  Date:10/08/2023

  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.

  I am a recent widow with kids and had an unfortunate incident at my home. Septic tank backflowed into my downstairs bath and bedroom and in living room. Septic company gave me referral to this company, Southern Elite and I contacted my insurance company to file a claim. Southern Elite came out for a quote and the project Sales Rep gave me an estimate then proceeded to contact my insurance adjuster without adding me to any of the emails and accepting any supplemental in my name. I have yet to receive copies of emails that I have asked for many times over. I still do not have a detailed quote in writing to this date. I gave the representative $5427 and he has not given me a receipt of this money, I only have texts as proof. They keep asking for more money without having started any work in my home. I have contacted other companies and no other company takes full payment before they start a job, that is unheard of. I called to cancel the contract and it states in contract that there is a fee $1500.00 and it was confirmed with their office person over the phone. The owner called back and refused for me to cancel and even told me that if I cancel I would have to pay him over $7000!! I want what I gave refunded or for them to finish the job with what I gave them not a ***** more, the quote should have been for the bedroom, bath and living room only not the whole downstairs. If they do not agree to either one, I do not wish to work with this company. I have to look for another contractor to finish the job and I can't believe how this company has handled this situation. I will not be taken advantage of and I need help with getting my home back to livable conditions.

  

  Business Response

  Date: 11/30/2023

  Yes we have communicated with the customer she  is happy and there was some mis communicating with the sales rep. ** have a gameplan and I have taken over the project. Im sorry for not responding because customer stated she was taking it down. I have contacted her today and she apologized and forgot to do it so here we are.   

  Customer Answer

  Date: 12/01/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/05/2023

  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.

  We stupidly signed the contract with this company without reading reviews. They came out for the evaluation quickly and seemed ready to go until they received the payment from our insurance company. We tried getting our money back BEFORE they even brought a tool into our home and of course they wouldn't give it all back to us. This was after waiting more than a month for them to get started on the job. There was a leak in the upstairs bathroom and living room ceiling. This was in January and I put up negative reviews in September!!! There is no communication between the team that comes into our home and the management. They tell us they will be there at 9:30 but don't show up until 12:30 and then leave at 4:30 or 5. They will come into the home, do a little work, and leave until they decide to pop in again. In September they installed the wrong shower head and we still have no shower doors. We also had their trash everywhere around our home even though we repeatedly asked for it to be removed. Once I posted the reviews on ******* Yelp, and BBB, another contractor called my husband and told him, "If you take down the review, we'll come out next week and finish the job (crown molding in the living room, paint the living room, regrout the bathroom floor, install wooden frame around the bathroom door, and install shower doors. When my husband told him that he didn't feel right doing that, the guy told him he wouldn't come out to finish the job. He then started getting into an argument with my husband and put the boss on the phone. The boss said, "I've been meaning to talk to you, ********************." (If that were the case, he would have called my husband instead of the other guy). They were adamant that we take down the reviews and my husband told me to do it so we could just have them come in and finish. It is now October and they are still not finished. They still show up late. They have done a really poor quality job on the bathroom...PLEASE HELP US!!!

  

  Business Response

  Date: 10/05/2023

  Good afternoon were actively working on your project as I type this message. We have handled these issues as they were brought to our attention. Im  sorry your rep ******* that was assigned to you failed to provide elite quality. We understand the few issue and fixing them for you. Im not sure why this was posted here as our attention is on your project. Shower door is scheduled in the next few days and we have workers on site this week. Im sorrry but please know we will make you happy on this project. The access panel on the front of your tub you dont like we discussed but you insisted it goes there and thats what we did. Also trash has been picked up per the job notes. 

• Initial Complaint

  Date:05/23/2023

  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.

  Southern Elite has taken nine months to not complete two small bathrooms that was damaged from a water leak. There are six people living in the house with one bathroom that now doesn't have a working sink. We have half of the work complete and it was done wrong the first time. They have spent the entire budget on a few sheets of drywall and the install of the floor and tile. We don't have a vanity in our bathroom, and our toilet is not connected they still have to redo the drywall finish the wall, and completely put our bathrooms back together. We have been living in a construction zone for fifteen months with three small children. The owner will no longer take our calls, the quality control manager wont take our calls, the people at the home office is not viable option since they always have an attitude and all they do is make excuses for what is going on not try to resolve any issues. The last time we spoke to the quality control manager was a week ago and that she would call us the next day with answers and we have never received anything and have reached out to her multiple times. The quality control manager sent in an unexperienced contractor that didn't know how to even put up drywall. And another week with no communication and no one has shown up to do any repairs. The company has been unprofessional and up-charging our insurance so they can pocket more of the money instead of giving it back the initial estimate was right over ****** dollars that the quality manager told ** that amount should be more than enough to complete both bathrooms and now the company is asking for additional ******.

  

  Business Response

  Date: 05/23/2023

  Good Afternoon I'm sorry your frustrated we have just worked on your home 2 weeks ago. We have lots of supplements missing from the scope of work including a shower, vanity, vanity tops, the insurance had to detach and reset when its gone or damaged. Bathtub was detach and reset and we had to buy new one which i did in good faith to move along i see this didn't  help now.  We only work with what we have but you pushed us to keep going. The rep you had *********************** didn't help this process in beginning i will agree with this not as a excuse but timeline once you reached out to me a month ago things have been done quickly. I have no missed calls from you so not sure what you state i haven't answered please send phone log. The quality manager has a note on 5/12/2023, 1:53 PM - ***************************:
  Spoke with client in regards to her toilet and vanity selections - advised we have not received any additional information or response in regards to the submitted supplement - advised I was going to email the adjuster and that he would likely call her to confirm the project is nearing completion - she stated she would happily confirm that with the adjuster should he call her for verification.  Sent email and copied insured on it as well. 
  5/11/2023, 12:57 PM - ***************************:
  Did QC Check with client since WGF has completed and **** has majority completed - client is very happy with the work that has been completed by both subs.  See screenshots in drive.

  5/16/2023, 1:08 PM - **********; ******** :
  Spoke to ***** about this job because we have overspent on the tile portion of this job. She stated that she did not approve the charge from West GA Flooring. This is *****'s job so there may be something special with this job. I will get with ***** on this job to make sure I am on the same page

  5/23/2023, 11:44 AM - *******************************:
  BBB NOTICE RECEIVED-COPY/PASTE HERE FOR EASYY REVIEW. EMAIL FORWARDED TO ****** *****, ********* 
  
  5/23/2023, 10:44 AM - ***************************:
  Project on hold for supplementing and over budget - spoke with ***********

   

  Your scope has lots missing and were trying to do is help we need more money from insurance to do repairs as we stated you want new but that's not paid for sending scope for you to see and BBB. Your job is on hold to do any work until we have resolved. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20093930
  
  I am rejecting this response because: my house is still not in a livable condition and the project is on hold. Five to seven months of waiting time for supplements from this company. It doesn't take 9 months to complete two small bathrooms. The owner is saying it was on him that he went ahead and bought a new bathtub for us when we didn't ask for one. It was told that our old one was damaged from the leak. The owner decided to purchase a new one and have it installed, things have not moved quickly as the owner has states. It has been a fight to get someone even over to work on our bathrooms; the only subcompany that has moved with a sense of purpose was ************ Flooring everyone else comes and goes as they see fit and doesn't even do the job correctly. On top of all of this, the team back at Southern Elite doesn't even know what still needs to be done. as per Quality Control Manger, ***************************. Owner is requesting phone records, however, my phone only holds the last 100 calls and the most recent were attempted phone calls to Quality Control Manager. If I need further phone call history log Cricket needs a subpoena or a fee for more than the last 100 calls. Anytime a supplement was approved they kept telling ** we were good to go and do work only to find out that the company needed another supplement. The contractors that have been in here have detached our sinks and toilets but have not put them back to operation order. So we are now done to one toilet and one shower for 6 people and now out of necessity have to take care of washing needs in our kitchen sink. This is deplorable and we don't live in a third world country we live in ***************** and it's expected for that company to do the work its being paid for.   
  
  Sincerely,
  
  ******* and ***********************

  

  Business Response

  Date: 05/24/2023

  I'm trying to work with you but i cant do things that aren't paid for properly I don't have the correct funds to do it. We need to get supplement paid for as job sits were over budget $3523.04 and still have more to go. We need to get the approval and funds for supplements. Again there are items left off. The vanity the only have detach and reset not a new one.  Yes we need plumber hours paid and other items on plumbing to do. I will ask nicely how should i do this without having money to do it much less a approval. I need your help here to help me. I spoke with you awhile back things were good and now you run to BBB I have no missed calls or texts or emails from you... 

• Initial Complaint

  Date:03/29/2023

  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.

  Our experience with this company has been a total nightmare. Weve been dealing with these contractors since June 2022. They have started multiple projects and been paid out in full as insurance has sent us money. Nothing has been finished at all. The worst of it has been since our project has moved under the owner (******) direction. We had our first **** ***** removed after realizing he had no idea what he was doing. Then a quality assurance manager, *****, took over who I think really wanted to help us get our home finished and clean up after the first guy. He admitted to me that the first rep was so clueless that he was $80K in debt to the company. $80K !! In November, ***** hired subcontractors to install our kitchen floor. They did a horrible job. I had to force ***** and ***** to come out and see for themselves the awful job that had been done. They both agreed that the floor could not stay as it was and they would be redoing it free of charge to us the second time around. Around December I grew frustrated with the horrible service as nothing was moving along and very poor communication. I sent an email to the owner in hopes that he could rectify the situation and instead he has completely ghosted us since. According to our insurance, he has been paid $30k - and he has decided to completely halt work in our home because he claims he is now owed $8k more for things like supplemental fees and supervisor fees that insurance does not cover. Those are cost of doing business. The insurance has tried to work with him but he loses his tempter over the phone with them and then refused to send a line by line item report so they can rectify and try to send him more money claiming that he doesnt feel like doing it because they should be paying him $900 to fill out this line item report. They poorly installed floors in our kitchen, claimed it was because their tilers never installed Sotillo tiles before. Now they wont even fix the floors.

  

  Business Response

  Date: 04/08/2023

  This being a insurance claim has been total nightmare like most claims we handle. We always want to fight for the customer for what is right. Yes ***** did try to help you by starting the work before the claim was correct. In previous text I will attach that you mentioned you were filing a complaint on insurance. This is your 5th adjuster on the claim this should explain something. You said I havent sent a line by line estimate that is false because I have many months ago. I have spent over a hour on the phone 2 times discussing with adjuster to keep asking to do this and do that and we have each time. I understand your frustrated and I have told you to tell them to send the adjuster to the home to review there mistakes. Im good faith a few weeks ago I delivered and paid for cabinets that arent correctly paid for just to show you I was trying the same time you wrote this complaint. I was very shocked to see that. I still want to help you with this but I need your help also. Im sorry if you feel I have failed you but I cant spend 8k of my own money to correct something the insurance improperly paid for. The tile I have purchased and delivered to your home and we plan to install this but I need you to be on our side and understand the process. 

• Initial Complaint

  Date:03/03/2023

  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 2/21/21 and 5/26/21, I submitted claims to my insurance for water leak damage upon moving into my new home in2/21. On 8/8/21, I discussed the house repairs with a SEC representative. On 8/26/21, I signed a contract with SEC to complete repairs per the insurance scope. On 8/30/21, I submitted two cashier checks for two claims to begin reconstruction. On 10/12/21, SEC informed me that contractors would be coming to start the drywall repairs. When SEC arrived, they did not begin working. My home was evaluated and was told they would be back the next day. On 10/19/21, I followed up with SEC to see when the guys would be coming back since I had not heard back from anyone. Sometime between this date and 11/21, the repair work began. The workers did the drywall in the kitchen and painted in the living room. Drywall was done upstairs in my laundry area and upstairs hallway. The guys informed me that they had the wrong molding for the doors and would bring it back when they came back to finish painting. During the 2021 holiday season, I had to reschedule appointments due to COVID. Once well, I reached out to SEC office and spoke with ******* to reschedule a time for the workers to resume repairs. On 1/21/22, SEC came to my home. The following repairs were completed: painting finished in the kitchen, light fixture put back up, repainted the living room, painted in the laundry room area and upstairs hallway, and replaced molding in laundry room area and upstairs hallway. I called SEC a few days afterwards for next steps and was told to share pictures of the work. On 1/31/22, photos were shared. It has been an ongoing process to get my repairs done since January 2022. I almost lost my home owners insurance on 1/22/23 due to uncompleted repairs. On 2/13/23, SEC came to my home to reassess the repairs, and I selected flooring for the pending claims. On 2/16/23, SEC was still waiting on measurements to send a supplement to insurance. I reached out on 2/28/23 and no response.

  

  Business Response

  Date: 03/06/2023

  Yes as explained to customer the insurance company left items off the scope we had to get correct as they left bedrooms off the scope and other repairs this is a process to get approved about there insurance carrier. I did take this job over as the owner of the company. Our plan is to get this project completed. I did have my details to the customer and sent my carpet guy out as the client knows this to handle it all properly. Not sure why this BBB complaint was made.  

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19537303
  
  I am rejecting this response because: communication is the key in this complaint. After meeting with the owner of Southern Elite at my home on Monday, February 13th, I received a text from the owner of Southern Elite on Thursday, February 16th that he was waiting on his carpet guy to send measurements to send supplements to my insurance company. On Tuesday, February 28th, I followed up with the owner to get an update on the status of my repairs and did not receive a response. I understand there is a process, but I feel that my case should be a priority at this point and because communication has been the overall problem, I feel that things should be ****** communicated at this point. 

  On Friday, March 3rd, I submitted my claim to BBB because I had not heard back from Southern Elite and this was is way he (the owner) took over the job due to the lack of communication I received from the SEC contractor that was assigned to me. Since making my claim with BBB on Friday, March 3rd, the owner followed up with me on Monday, March 6th via phone and text. He shared the carpet measurements and submitted supplements to my insurance. I have two claims. For one claim, the adjuster requested more information SECE and the other is being reviewed by the adjuster. 

  I just would like this to be over with. I have submitted money to the business and feel for what has been paid, I should be a priority and getting some work done until the supplementals are approved by my insurance. If we can not come to an agreement, I would like the funds submitted to Southern Elite for the work that has not been completed to be returned to me so that I can find a more reliable contractor. This has contracting job has gone undone for far  too long (8/21 - 3/23), and as a customer, I am becoming quite irritated by the whole situation.

  I felt reporting this to BBB would help me reach a resolution since this has been a back and forth process since 2021 and now it is 2023. I want to have my repairs fixed, and I am starting to feel that this is not the job for Southern Elite Contracting any more. I have attached the communication between SEC and I on Monday, March 6th per submitting my claim to BBB. In addition, are the corresponding emails from my insurance adjusters per the emails sent from the SEC owner. Your feedback is greatly appreciated. 

  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/21/2023

  Yes I have said many of times your insurance paying improperly is not my fault. And I have done so much of there job.

  I mean your pipes are capped and they paid nothing to hook up new faucets no rough in plumbing 

  tile installer not paid for properly to install tile around the tub area 

  no Detach and reset of vanity 

  no Carpet on the steps leading downstairs 

  So many items left off also lets be honest you just brought me money that you spent a month or so ago.

  And also lets bring up when i was out I had my carpet guy stop by and measure all the upstairs another thing left off by insurance. I also helped with your other claim and gave my advice. 
  

  I get you prob got another contractor for your 3rd claim and now want to kick me out all

  the issues in your home are not my fault and I have only tried to help and your owed thousands and thousands to make this right. And as your contract states I dont progress until supplements are handled. I have done work with what I could at the moment awhile ago