ComplaintsforElite Exteriors

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A deposit was submitted for work promised. The work was never begun and a full refund was promised. A partial refund has been issued but they have repeatedly stalled for time without refunding the remaining balance.

  Business response

  07/29/2024

  To whom it may concern,
  

   **************** requested a refund as Elite Exteriors was running behind schedule! **************** received one of two material deposit refund payments! The second & final payment has been issued regarding this complaint! 
  Thank you! 

  Customer response

  08/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  what does issued mean? I do not have a check and they will not respond to my emails requesting an ETA, 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In June 2023 we contracted Elite Exteriors to put vinyl siding on our home. Going off of the quote they gave us asked for 50% deposit. The amount was $8750. We were told that we were scheduled for the end of August beginning of September. In September we contacted them and were told that they were waiting on some material to come in. In October we spoke with them and were told they had moved onto another job but would be next up. Tried contacting them a few time by phone with no response through November. On November 29th we received email that last of the materials were arriving the next day and that they had been out of the office for a few weeks but would be starting on our project in 7-14 days. This did not happen. I reached out through email after Christmas (12/27/2023) about when we were scheduled. I was told due to recent weather that they were backed up but did not address when they would start. A week later I reached out again and got a copy of the previous email that stated I sent an email on 12/27/23. Im not sure if you received it or not. The an exact copy of the last email. After speaking with my wife we decided to cancel the work. We sent an email on 1/19/24 about canceling. We received a reply the same day that said when the materials were credited back at ******* lumber they would sent the refund. That was the last we have heard from them. I have called multiple time during their winter office hours and off office hours and left messages as well as emails. To this day we still have had no contact.

  Business response

  04/17/2024

  Dear Mr. ****************************************** morning! I have received your calls and emails, and I understand your concern regarding the issue with your materials. Please accept my apologies for the delay in getting back to you on this matter. I wanted to wait until I had resolved the issue with the distributors before responding to you.
  
  
  I have been working with ********************* and the other distributor who sold them the materials. Unfortunately, the vinyl siding you ordered is non-returnable due to its color being a special order. However, we are doing our best to work something out with ******* Lumber. We are trying to sell the non-returnable vinyl siding to another customer and or contractor so that you can receive your full refund.
  
  
  As of now, the amount that is refundable to you is $3,761.88. This includes the refundable accessories and the debris/rollback fee. The vinyl siding itself is non-returnable, and therefore only $1,847.59 of the total amount paid for the materials is refundable. The remaining $1,914.29 of the deposit was for your Rollback and debris removal fee, and it is fully refundable.
  
  
  We are a small family-owned business and we strive to take care of our customers. We apologize for the wait time, but please rest assured that we are doing our best to give you the full amount back on your refund deposit, even though the materials you purchased are non-returnable,we are trying to help you return them! If you would like to proceed further and not wait for us to sell the non-returnable vinyl siding to another customer or contractor, the only other option is for us to deliver your full order of paid materials to you and refund the Rollback and Debris removal amount. Alternatively, we can return the refundable vinyl siding accessories and deliver your non-returnable vinyl siding, and refund you the difference as stated above. Once again, some of your materials are Non-Returnable, and we are trying to make arrangements to benefit you in the long run in this current situation.
  
  
  Below is some information about your materials order, as well as an email from one of our sales reps describing this matter in detail. Please let us know how you would like to proceed, and we will move forward from there.

  Customer response

  07/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We have still not received our refund or promised materials that were ordered in 2023. The company has now had over $8k of our money for 1 year+ with no work or refund given. The check was supposed to be mailed on 5/13/24, and then did happen supposedly on 5/24/24. We have still not received it. We emailed again on 6/13/24 that has still not arrived, and we are still waiting to hear back about the materials. We have not received a refund, materials or a response. This is so ridiculous that we have been put through this horrific experience of just wanting siding put on our house. Please advise. Thanks. 

  Business response

  07/11/2024

  Regarding the repeated complaint from ******************!

  we have emailed and have all communications with him regarding his materials! The materials are non-returnable, as stated by our distributor once they were ordered! All emails from ******* Lumber have been forwarded to ****************** for verification!  We are a small family-owned company that does fall behind due to weather conditions or setbacks on the current jobs we are on. But we get to all our customers and fulfill the contracts from start to finish!  ****************** had requested a refund! Unfortunately, we can not refund him for his materials as they have already been purchased and will be delivered to his home! We can only offer the remaining balance of his refund, which was for the rollback & Debris removal! His materials are Non-Returnable as they are a specialty order and color! 

  Customer response

  07/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  After contacting the BBB ON 4/16 about this matter I received a response on 4/17 from Elite Exteriors. They stated that the siding was non refundable. I cant find paperwork stating such. But I accepted this because my house still needs siding. I sent emails stating such. And was ignored when I told them I would take it. On 5/9 they contacted me(after I reached out to them),that they were waiting for ******* lumber but would be sending out the rest of the refund. ***** later after reaching out to them again I was told they would contact ******* lumber as to why the items were not delivered yet. And that they sent out the check, and if I didnt receive it in a few days to contact them and they would get a cashiers check and meet in person. As of 6/13 no check, no materials. On 7/11 I reached out again stating I would come and get said materials. I also contacted the BBB again. The next day they responded that that have been out with a medical issue but the new person would look into it. At this point I want nothing from this company but my full refund. I have been run around all this time with documented promises from them that were never fulfilled. I have been patient to a fault. Would accept materials (in hopes of resolving this issue) that they purchased that as the contracts stated I ordered white. Now they want me to honor a contract they refuse to honor. And threaten that any legal action will only drag things out. I have spoken with ***************** and they are looking at this matter. I may have to contact the Maine attorney general as well. I am currently waiting to hear form the police. So at this time Elite Exteriors has made multiple promises of tasks but have failed to do them. I state strongly again that I want nothing from them now but my total refund. If they have paperwork that I ordered this non refundable siding. Let them produce it and I will gladly take the siding. Otherwise I would like my full refund 
  Regards,

  *****

   

   

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I write to reopen my complaint #********. It has been almost two weeks since Elite Exteriors last claimed that they they were sending me a refund of $14,350 but I have not received it. At the time (March 16), they also claimed they had no tracking information on that check, so I asked for more details about how the payment was being made (e.g., the bank, check number, method of sending) but they have not provided any of that information. I have also offered multiple times to have someone come to their offices to pick up the check, but again, no response.

  Business response

  04/02/2023

  Dear BBB, we have submitted everything we needed to as a business to assure that 
  ***************************** has been issued a full refund.  As stated in our previous emails and complaints from ******************** that his job was canceled due to no access to his Camp to start the work and therefore we both decided to cancel the contract and start the refund process and issue out the refund to ******************** which was all stated in the previous emails and or complaints by ********************! We do not proceed in answering every email that ******************** sends if they consist of the same conversations as the last ones we already complied with and answered to! We will update ******************** to all and any new information regarding his account and or Refund from us!  I will update this week on our open businesses Days and hours Wednesday-Friday! 9:00 Am-12:00 pm with any further information. 
  
  

  Customer response

  04/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied because it has been nearly three months since the date Elite Exteriors promised to refund my money and I still have not received it. Nor have they provided any credible reason, or any evidence that they have actually taken any steps to refund my money. And they continue to ignore my offer to have someone come to their office to pick up a check. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business response

  04/10/2023

  We have completed everything we needed to for his full refund! Thank you 

  Customer response

  04/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They have been claiming to have refunded my money since January but I have not received any refund, nor seen any actual evidence that they have sent one (e.g., no tracking number, no bank or check information).  After three months, no one should accept their claim that the check is in the mail.  Furthermore, I have offered to have someone go to their office to collect the check but they continue to ignore it.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  11/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted with ***** and ***************************** of Elite Exteriors in December of 2021 to replace the siding on a seasonal property in **************, as well as to expand a shed at the same location. The total price was $28,700. I paid an initial installment of $14,350 at that time, which I was told was necessary so that they could buy the materials needed for the job. (I understand now that ***** law only allows them to collect a third of the contract price.) When I asked for the date that the work would start, I was originally told it would be done in the late Spring, then that it would be done in the late Summer, then that it would be done in September, then in October, and finally, by Nov. 4 (which is the date we closed the building for the winter, in anticipation of snow and the access road being closed for the winter). Because the work was never begun, or even scheduled, I told ***************************** on Nov. 7 that I expected them to refund my initial payment by Nov. 18. She replied on Nov. 8, saying she couldnt do that because they had to return the materials and that would take time (and require further action from me). I asked for documentation that same day showing that the materials had actually been purchased, so that I could verify their existence but she has not replied, leading me to conclude that the materials were never purchased with the money I paid, and that this whole transaction has been a fraud from the start.

  Business response

  11/14/2022

  To whom it may concern,

     We have had full communication with ***************************** regarding this matter that is out of Elite Exteriors control due to the camp and road closure therefore We are unable to start the job until we have access to do so which now will not be until springtime. We have offered a full refund to ***************************** as well as sent him the Cancellation Contract to be signed in order to get the process started in a timely manner prior to his complaint here.  Also we would like to upload proof of his job not being scheduled until late summer into fall. we have had full communication with ******************** when we were running a few weeks behind to let him know it would be the end of October. He never stated to us about the road closure or camp having to be boarded up prior to our start date the first of November. Once we were ready to start his Job he than sent us a Email requesting a refund as well as letting us know that he had closed his camp for the winter as well as the Road was going to be closed therefore we were unable to start his job on the timeframe we have already discussed to start with *****************************. This Job not being started or finished was not in our control due to the homeowners closure of camp and the county road closure to have access to the camp to complete the work itself for November of 2022! Now we are waiting for ***************************** to sign the Contract Cancellation so we can have his "Specialty ordered "Materials picked up as well as processed and restocked back to the manufactures to receive his full refund credit to Elite Exteriors Account to submit back to him in a timely manner!

  Customer response

  11/16/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have inserted here the response I provided to the business this morning, which explains the reasons I do not accept their response, which amounts to a further attempt to delay refunding my money:

   

  *******,
  
  
  Thank you for your response.  You ask for directions on how I would like to proceed.  As stated in my Nov. 7 email, I expect you to send me a check for $14,350 by November 18.  You do not need me to sign your cancellation contract to do that.  I already signed a contract last December, which you have breached.
  
  
  Based on the facts available to me, I dont believe you ever ordered any materials, and this refund process you have made up is just another excuse for you to delay further.  If I am wrong about that, please send the name of the supplier from whom you bought the materials, the receipt(s) documenting their purchase, and their current location.
  
  
  For the record, I need to correct some misstatements of fact in your email.  You originally said this work would be done in late Spring, not the Fall.  Over the course of the year, you changed that timing to late Summer, then to September, then to October, and finally by Nov. 4.  November 4 was the last date because we discussed on the phone my concern over the jobs repeated delays, and that we would be closing the camp on the weekend before that, so there would be no access to the inside of the building (or water) after that date.  You assured me multiple times that the work would be done by then.  Not only was no work done, but you never even contacted me to schedule it.  You had said that in the week or so before starting the job, you would be coming out to the property to prepare for the start of work.  As of November 4, I had not heard anything from you, and concluded that time had run out.
  
  
  You say that you had our job ready to start after the last job before us on your schedule.  Based on the number of times you changed our projected job date, and the extent of those delays, that does not appear to be true.  Please provide a list of the jobs that were before us on your schedule in 2022, the dates they were started and completed, and the dates you entered into contracts to perform those jobs.
  
  
  I have tried to be patient, and give you the benefit of the doubt, throughout these extended delays.  However, at this point, I have come to the conclusion that you never intended to do this work.  I now believe this transaction was fraudulent from the beginning that you took my money to improve your cash flow, never ordered the materials, and now are searching for new ways to delay refunding my money.   Your November 8 emails reference to winter coming and possible longer delays is only the latest evidence.  I would love to be wrong about this, and hope to receive the details requested above documenting your purchase of the materials, and your other jobs this year.  In any case, I still expect to receive a check for $14,350 by November 18.
  
  
  ****

    
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business response

  11/18/2022

     Good afternoon,   Thank you for reaching out to us regarding this matter. We have fully communicated with ***************************** on the process of his Job. We were out of the office from October 21st to November 2nd due to a family medical emergency and have had it on our voicemail and social media. We were unaware that ***************************** took it upon himself to close up his camp during that time, and the road was posted for closure due to winter closings and will not reopen until spring. This is out of Elite Exteriors' hands as we cannot start nor complete his job if we have no access to the property. We have stated to ***************************** that He can either wait until spring for us to start and complete his job, or we can have his materials returned to the manufacturers, "specialty materials that took roughly 7 weeks to come in"  and once they have processed the materials and restocked them they will issue us a refund back into Elite Exteriors account. Once they process the payment, we can process the full refund back to ***************************** accordingly. We have been going back and forth through emails, and he is demanding his money on November 18th. I'm sorry, but that's not feasible as his money is in his materials and they have to be returned to get his money back is the current and only way for us to process this, as his initial deposit was for his Materials purchase only. We have asked him multiple times to sign the Cancellation contract stating that both parties are canceling the original work order contract and proceeding with the full refund of his materials deposit. He has refused to cooperate in any manner to get the process started sooner than later so we can get his full refund back to him without having to wait longer, as we feel the endless emails back and forth are wasting time for all parties involved. We are also willing to pay the restock fees on his materials to ensure he gets his full deposit back. We are a company that prides itself in our work as well as in our customer's satisfaction. We would like to have this matter solved in his and our best interest. " He is Getting a full Refund" so in this manner this is now slandering of our business which should not be at all in this case happening since he is getting his refund back as well as has had full communication with us. The reality of this is that he is demanding a payment by a certain date and I'm sorry that's not going to happen on his terms  as non of it is feasible.

  Customer response

  12/01/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have attached the most recent email response I have received from Elite Exteriors, in which they promise to refund my $14,350 no later than January 10.  If they do that, it will resolve my complaint with the BBB.  If I dont receive that payment as promised, I will respond further to the inaccuracies in their latest response to the BBB.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Customer response

  01/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They told me they mailed my payment of $14,350 on January 9th, but it is now more than two weeks later and no payment has arrived.  They also have not responded to my request for a tracking number.  These facts lead me to conclude that they have not sent this payment, and instead are continuing with withhold my money despite promising to return it. 

  Business response

  01/30/2023

  We have mailed off the full refund check on January 09th 2023! If the check has not been received by February 7th we will need to cancel/ put a hold on  the check and reissue another check at that time!

  Customer response

  01/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have asked for the tracking number but none has been provided. So this appears to just be a way to further delay payment. I suggest they stop payment on the check they claim to have sent and I will have someone come pick up the check from them, either Thursday or Friday morning. I just need the address at which they can pick up the check. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Customer response

  03/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please reopen my original complaint #********. Despite Elite Exteriors promise to refund my money on January 9, reiterated February 22, I still have not received that payment. I have offered twice to have someone go to them to pick up the check or in the alternative, asked that they provide a tracking number for any payment sent by mail (or otherwise). They have ignored those requests and continue to claim they sent the payment by mail (Jan. 9) and now that they will have the check resent when they confirm their stop-payment on the original check. Their refusal to provide any tracking information, or to agree to provide the check to my representative in person, leads me to conclude that this is all a further delaying tactic to avoid actually paying the refund they agreed they owe. It is now well over a year since they took my original deposit of $14,350 (which is more than is allowed under ***** law) without doing any work or even providing a receipt to show that the materials for the work were ever ordered. Based on this history, we appear to be on our way to another year of stalling and excuses. Since the act of refunding my money is so simple (it could be done instantly with an electronic transfer, or by handing over a check), they have resorted to blaming third parties for the delays (the US *************** their payment processor). If the BBB process cannot help me actually receive a refund (and not just the empty promise of one), I will be forced to pursue this further with the police and the ***** Attorney Generals office. 

  Business response

  03/16/2023

  Dear BBB,

  We have had full communication with ******************** as well as the Maine ************************** that ******************** has already contacted regarding this Matter! We feel this is to be a ongoing repeat from multiple contacts regarding Mr. ******** He is receiving his Full refund as stated in the signed contract's between our company and ******************** as well as stated to all and other offices as well!  The refund process has already started  from our company to *********************

  Customer response

  03/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Elite Exteriors said they would refund my money by January 10.  More than two months have now passed and I have not received that payment, or a tracking number showing that it is actually on its way.  I have offered multiple times to have someone go to their office to pick up the check but they have not responded that suggestion.  Their actions and explanations only show delay, and lack any evidence of good faith actions to repay me.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed an agreement with Elite Exteriors to side our house in April of 2021, giving them a 50% deposit. All reviews were good and i saw their work. In the Fall of 2021 they Set my siding order was delayed from the manufacturer and they could not start until spring. We then were told they would install the siding on June 5th of 2022, didn't show or call on that day, a week later called and and said that some materials were delayed then the excuse was that they couldn't get a dumpster. We called the dumpster company and there were no issues getting a rollback. They have since stopped answering their phone and email. I fear they have taken my money and disappeared.

  Business response

  07/13/2022

  To whom it may concern:

  We have had Full communication with **************************** through Email, as well as, multiple phone conversations also. As a small Family owned Business, it is our number one priority to take care of our customers and keep in constant contact (when we have updates). as we want them to have a good experience with their remodeling project in the hopes of making the overall job less stressful. Unfortunately, due to constant changes with manufacturer delays on materials, companies not having drivers readily available, weather permitting, as well as, working with vendors for materials and dumpsters, sometimes the timings don't coincide with each other and for the Homeowners it can cause anxiety and worry as to they don't understand the process. But, we have had full communication to explain every situation with **************************** during this process.  We have decided to issue a Full refund in this matter once Her material's have been picked up by the supplier and restocked on the shelves. Once we receive the materials deposit back we will reissue her a full deposit.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed an agreement foe this company to order siding for my house and install it. They required $16,350 up front to place the order. All reviews were good and i saw their work. In the Fall of 2021 they Set my siding order was delayed from the manufacturer and they could not start untill spring. They have since stopped answering their phone and email. I fear they have taken my money and disappeared.

  Business response

  04/28/2022

  Hello, my name is ***************************. I am calling on complaint number ********. I have just received in through the email it looks like this was filed on March 15th, we have not had access to our emails or our phone line over the last three months as we have been transferring phone system company so once again, I am calling on complaint number ******** for the customer complaint from ********************* recorded on March 15th.

  it is just now Spring, we do not open until the end of may. She is on our to do list, her job. We'll be starting proximity in July and August. If there's any other question that you guys may need my phone number ************ our phone lines are now active. 

  Thank you 

*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. ↩