ComplaintsforElite Home Service

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired this guy in March 2023 when he came to do the consolation we talked for 2-3 hours. I hired him to do upgrades in my home. I paid $3.085 on 3/21/23, and I paid 2nd half which was $3,085 3/31/23.I financed a loan through **** ****. They approved me for $7,500. He was paid in full a total $13,670, which included my direct payments and payments from the loan company by April 26th. He started on 4/19/23 but never came back to complete the job. The work that was done was not done properly or neatly. I've repeatedly called and texted him. He's responded but has continued to give excuses, promise to come back but hasn't. He said it would take up to 6 weeks. I contacted the loan company do file a dispute and I found out I wasn't supposed to accept the loan until after he had completed the work. Because he lied abut the terms of the loan and told them the work was completed, they took the loan out of my name and refunded me payments on the loan. Now I'm trying to get a refund of what I paid him.

  Business response

  09/26/2023

  While the sum of the information provided isn’t accurate, the customer also left out some key information that I would like to add. First, the customer’s deposit was collect of $6,170 which allowed work to start on 4/19/23. Prior to starting the customer was told it would take 4-6 weeks to complete the scope of work. We were very much within the timeline of work being done and there was some issues the customer had with her vanity and a few other things that she brought to our attention. While she was made aware that she work was still in progress she stated she wanted to be home for the rest of the work which caused a delay due to the schedule because we were scheduled to finish at a certain time. We were still well within the 4-6 weeks. We obliged and stated we didn’t have an issue with her being home we would just have to work around the availability that we had. 
  

  To back track for a second, we were paid in full for this job that part is true. However, the full story is the customer paid her deposit of $6,170 and she financed $7,500 through our finance company. At the time, we were new with them and we were told that the customer needed to confirm her loan before it expired. Her loan was filled out and approved over a month before the work started which prompted it to sit in the system causing our finance company to reach out to us. I have a recorded call of them stating that the customer needed to approve the loan before it expired. I explained this to the customer and assured her the work would still be done even though she was approving the loan before it was. This is the only reason she was refunded. It was miscommunication on there end as well as ours. They have offered to reopen the loan.  There wasn’t an issue because we weren’t trying to take any money and run. The objective was to finish the work that was contracted to be done.
  

  Now, fast forward to June, work was still being completed between April and June even with the accommodations to the schedule that had to happen. On June 7th, I was in the customer’s home cutting doors to hang up. The work day ended and i left. The following day, I received a dispute notification regarding the amount of $6,170 which was the customer’s deposit and the dispute came from her bank. I assumed it was an error because the dispute reason was that the charge wasnt authorized. On June 9th, I made the client aware at which point she stated that she never disputed anything with her bank via text message. She swore up and down that she never contacted them and it was explained disputes don’t come out of thin air. She was then told her work would be put on pause until the dispute process was over. The dispute took over 30 days to complete. 
  

  Fast forward to August, the dispute is over which the client lost. She was told over the phone which she says she recorded, that in two weeks I would follow up with her to schedule a time to return and finish as I had other work orders that needed to be complete. Anytime a dispute happens work is paused until it’s resolved and then there usually is a waiting period to get back on the schedule. The client had a date set for return but then got on social media making verbal threats and agreeing to verbal threats made via her Facebook live video which we do have a copy of.
  

  the customer was never ever told that I wouldn’t return and have screen shots of messages where she is told that everything will be done. Not returning to her home wasnt even a thought until August which is when she made threats via Facebook which was done three days before I was scheduled to return to her home. The customer is now slandering the business by saying she asked several times for me to return and I refused. I have asked several times for her to provide a shred of proof backing up that claim. She also has a recorded conversation via zoom between her and myself at which if returning was refused it should be in that phone call recording. No promise was broke of returning. The customer got her loan cancelled at which point work was already performed and completed. There will be no refund of the deposit however there are a few things that I will agree to refund.

  1. Ceiling fan- wasn’t able to complete due to an issue out of my control

  2. Her vanity-It should be painted over 
  

  3. Her doors- never got to finish because of the dispute. Out of my control but I would be willing to give a portion of that back

  The customer stated she didn’t want me to return which I’m still wanting to finish the uncompleted work. If she truly doesn’t want a return(which until recently she wanted) then I’d be willing to refund the items mentioned above.

  Customer response

  09/27/2023

  Complaint: ********
  
  I am rejecting this response because: 
  
  You just a liar and it’s ridiculous sir please get it together! This wasnt yo first rodeo with ********. YOU SAID YOU ALWAYS ALLOW FINANCING THROUGH ********! Save that ******** you lied about that whole process. PERIOD. You said they sent you an email saying i had to accept the loan because they changed their guidelines(I have proof of course!) so Wheres that email? So i can confirm with ******** that it came from them. (You know you lied there is no email) Second, every single ******* time you came to my house YOU HAD NOTHING DONE! THATS WHY I SAID I WANTED TO BE THERE WHILE YOU WORK! You said before June 12 would work(because i started summer school) and you IN FACT didnt even reach out to do the work i had to contact YOU and each time it was **** **** on why you couldnt come which i have PROOF. The entire 4-6 weeks YOU DID NOTHING! You keep saying you gonna refund me for what u cant complete which you been saying that since MAY. Theres not a single thing wrong with my vanity YOU PAINTED IT WRONG TWICE WHICH IS CAUSING THAT CHEAP PAINT that you charged me over 900$ for TO Peel CONSTANTLY! So dont lie about anything in my house. You still have my materials. You NEVER PRODUCED RECEIPTS. YOU NEVER FINISHED THE DOORS CAUSE APPARENTLY YOU DONT KNOW HOW. You could’ve BEEN done with the work in my house its literally not alot if stuff i asked to have done and definitely not work 13.6k!!!! you’re doing a **** **** rush job JUST FACE IT! The paint job is ******* terrible the paint you used is CHEAP as hell and you charge way too much for such unskilled unprofessionalism! Period!

  I never threatened you! what another grown human said has nothing to do with me BUT I ME ****** ***** never threatened you! Prove it cause the live video still pinned to the top
  Of my facebook page I NEVER DELETED IT!Its so much more i can say but ima post this to the BBB and be done with it. Refund me i do not need you to return to my house. And idc bout the deposit ya know why? I done made that back 5x already! MONEY WAS NEVER AN ISSUE the issue was you and the **** **** u did in my house. Then you lied and said u had a team man gone u was tryna rush that shit by yo damn self producing horrible results?? i would’ve indeed hired you again IF THE WORK WAS WORTH IT?? and done PROPERLY AND TIMELY! but its not even CLOSE?????? ima pray for you tho cause the next person is not going to play around wit you??

  And everybody not lying on you! Im not the only mf saying this same shit. DO BETTER??????? you the reason why people DONT WANT TO support black business?????? I have pictures of the horrible work and almost every single text message posted to my Facebook page, in a few groups *** ********* *** ***** **** *** if anyone would like to see what im talking about! I am in the process of taking this guy to small claims court. Thanks for your time BBB. And i highly DO NOT RECOMMEND HIM TO ANYONE??????
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Intent to Sue for Incomplete Services and Prematurely Charged Fees August 6, 2023 Elite Home Services **** ***** ******* ** *********** ** ***** Dear Elite Home Services, I am writing to express my dissatisfaction with a recent service provided by your company. Specifically, I have concerns with the completion and conduct of a contractor assigned to replace a bathroom faucet and perform an electrical inspection at my property. Despite my wish to avoid legal proceedings, I feel compelled to state my intent to sue if we fail to reach a peaceful resolution. The contractor employed by your company failed to fully install the new bathroom faucet. After declaring the job done, a personal evaluation evidenced that not all parts accompanying the new faucet had been put into service. Additionally, the contractor advised me to purchase additional supplies from a hardware store to complete the task. This is contrary to my expectations of a full service provision. Furthermore, the electrical inspection service was disappointing. The contractor could only mirror my prevision suspicion regarding non-functioning light fixtures. His inability to offer distinct diagnostic insight indicated an unprofessional assessment, causing me to question his expertise and consequently terminate his services. Regrettably, attempts to engage your upper management concerning these shortcomings have been fruitless, denying me the chance to resolve this issue promptly. Moreover, it is of concern that my credit card details, taken ostensibly to reserve a service slot, were used to process full payment before the commencement of the designated works. Since the job was not executed to satisfaction, this action seems unjust. I'm hopeful that we can resolve this issue amicably and without resorting to legal proceedings. Please contact me at ***************************** to propose a solution. **************************** If we fail to reach a resolution by August 20, 2023, I will have no choice but to initiate a lawsuit. Should legal proceedings materialize, I will pursue full redress as per the law, including but not limited to seeking reimbursements for additional damages, lawyer's fees, court costs, and accrued interest. Thank you for your prompt attention to this matter. Sincerely, Chrystal Cole

  Customer response

  08/07/2023

  They say they want to come out and finish the job but then give me another message  with the run around and won’t set a time to do it

  at this point I’m over dealing with them and want a refund.

  Customer response

  08/07/2023

  This company is lying ran my credit card before the job was completed and didn’t complete the job on both task that they were hired to do

  Customer response

  08/08/2023

  At least dozens of contractors have told me that they should give me a refund due to being so lazy with the work that they were paid to do

  This company is unmanageable they have sent me 20 messages giving me the runaround to now it just seems like harassment because there’s no end result with this company. Now I’m getting threat just because I paid them and I got a bad service now they are threatening me.

  Business response

  08/17/2023

  The information provided b the customer is not accurate. The customer contacted us to install a faucet. She was originally quoted the price for installing a faucet which included the drain as well(the drain strainer). The customer stated the price was too much and said all she needed done was the faucet. She stated she typically does these types of repairs her self but couldn’t get the nuts loose on the faucet. We told her we could lower the price if we install just the faucet only and not the drain and she said that was fine because that was all she needed.  Once on site,  a technician installed the faucet, checked for leaks, recorded before and after pictures as well as a video that shows the faucet functioning properly. While doing the install we noticed that the stopper which connects to the drain underneath the sink, was too long for the vanity. Meaning, there is a lever under the sink that connects to the stopper that closes the drain with its pulled up. Her lever was too big for the vanity which we told her before she changed her faucet and that she said she knew and didn’t how to fix it. We told it all she had to do was cut it and that she could get the tool from the hardware store. Our technician did not cut it because we didn’t have the tool. We explained to her before we left it was a simple fix and she said ok. A few days went by and she called back upset stating that we should have cut it for her. We explained we didn’t cut it because that wasn’t apart of the install and that we didn’t have the tool. We did offer to go back out there and cut it but then she started saying we didn’t install the faucet properly because we didn’t change her drain. We tried several times to explain to her that the drain and the faucet aren’t the same thing and that the drain wasn’t installed because she didn’t pay for it. I have included a copy of her invoice that she approved which details the work.
  
  
  we preformed diagnostic on her electrical because she stated a light fixture didn’t work. We tested outlets and light switched to make sure that wasn’t the issue and that it was just a bad fixture. All the receptacles we tested produced current and was giving the correct reading for volts. None showed any signs of a voltage drop. Also, the outlets had lights and tvs plugged into them which we turned as an extra step to verify the worked. We didn’t check her panel which we usually do because she had an active water leak in the ceiling in her basement from her ac water line which was directly above the panel. Her panel also had rust which meant it was holding moisture and that made it unsafe to test. She was standing there at the panel with the technician while he explained why he couldn’t test it and she said she understand and didn’t want anyone to die trying to test it. She later stated that she had someone else come out and they told her the an outlet we tested didn’t have power. We have asked her for the report from the company that shows what outlet it was because if that’s true we would like to know what we missed. She has failed to provide proof that it happened 
  
  
  she stated we charged her without her knowing but she was told on the phone when scheduling her appointment that she would be charged right away. At first she had an issue with that but we explained that we normally will have a deposit amount, however since her bill was only $250, she would pay the full balance upfront as we only collect deposits on amounts over $600, anything less is to be paid up front which we explained to her and she said she understood. She provided us to forms of payment because the first one didn’t go through so she knew we were trying to process funds immediately and she was also sent over an invoice that showed she had a zero balance immediately following the call.
  
  a look into this clients history has showed that she has history of trying to pay companies for there work. I recommend that businesses who try to help her with her home issues proceed with caution.

  Customer response

  08/17/2023

  Complaint: ********
  I am rejecting this response because:
  I am writing in response to your recent comments regarding my review on the Better Business Bureau website. I would like to clarify a few points that you have raised.
  Firstly, I want to emphasize that I have always paid my contractors promptly and in full. Your claim that I do not pay contractors is completely false and unfounded. I take pride in honoring my financial obligations and have never had any issues in this regard.

  
  Regarding the installation of the bathroom faucet, I believe it is important to highlight that I hired you with the expectation that the job would be completed properly. Unfortunately, the installation was not up to the expected standard, and I had to seek the assistance of another professional to rectify the situation. This additional expense was both unexpected and disappointing.
  
  Furthermore, I must address the matter of the electrical inspection. I paid for this service, but it was later discovered that the inspection was not conducted accurately. As a result, I had to hire another electrician to perform the inspection correctly. This unnecessary expense and inconvenience could have been avoided if the initial inspection had been carried out competently.
  
  Lastly, I would like to address your accusation of me being a liar. I find this allegation both offensive and baseless. I have had the unfortunate experience of dealing with multiple contractors who have expressed dissatisfaction with the quality of your work. These professionals, who have no personal bias or ulterior motives, have independently confirmed the subpar nature of the services provided.
  
  Additionally, I must bring to your attention the unauthorized charge made to my credit card. This action is not only unethical but also illegal. I expect a prompt resolution to this matter, including a refund for the unauthorized charge.
  
  I hope that we can find a resolution to these issues in a professional and respectful manner. It is my sincere desire to reach a fair and satisfactory outcome for both parties involved.
  Sincerely,
  ******** *
  
  

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company has no workers.The manager was suppose to send a crew, but attempted to do all work himself and get paid in 2 days. I stopped him and demanded my money back. He said he would put a lien on the house. We paid him to leave.

  Business response

  11/16/2022

  Elite Home Service is built on integrity, honesty, and providing quality service. That being sad this review is completely false. ****** and his wife attempted to get out of paying for services provided which is why they were told a lien would be placed on the property. In fact, *****(******** wife) asked what would happen if they didnt pay.  The amount of work required didnt need a crew to complete and the work was on schedule to be completed within the given time frame. It doesn't mater how many people show up to do a job as long as the job is done correctly. ****** and ***** simply wanted to get out of paying. We did an excellent job with the work performed. Our prices arent dictated based off crew size so that has nothing to do with anything. it was explained to them before we even collected a deposit that the job was only a two person job. ****** and ***** have been banned from using our service as well as anybody that is associated with them.  

  Business response

  11/18/2022

  The information being provided by ****** is false. The work was stopped due to ***** and ****** not wanting to pay. ****** and ***** dont understand how drywall repair works even after it was explained to them numerous times before work even started. They are under the belief that if drywall is repaired you arent supposed to see where the patch was in the wall. Any drywall company will tell you that you will always see patch work unless you replace the whole wall. Especially if the wall is a textured wall. ****** doesnt the the option to reject the response as we can provide any proof or documentation to support our case. ****** and ***** were supposed to pay for their service at the start of the work day on 11/9/22 and they did not. We have a contract stating when payments will be collected and they didnt adhere to the contract. Futhermore, the amount of time we worked has nothing to do with anything. they signed a contract for a specific dollar amount and attempted not to pay. However, our staff worked more than 8 hours. we spent three work days at the property in total. ****** simply doesn't have the right to reject our answer becuase he is providing false informtation and if he continues we will be forced to take legal action. 

  Customer response

  11/18/2022

  Complaint: ********
  I am rejecting this response because:
  Any time you put joint compound on the walls you  suppose too sand it down.He never sanded.He started  painting. We argued. He painted half the bedroom. I didn't need a painter, I wanted a drywaller to repair  my walls. He was unqualified. I paid him. He never completed the work.I told him to leave because he was not qualified and I didn't want anyone else to get  beat like I did. 
  Sincerely,
  
  ****** ******

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