Complaints
This profile includes complaints for Elite Roofing Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:02/14/2023
Type: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.
In 2021 we had repairs made to our roof by Elite Roofing Solutions. The estimator said the cost would be $5600. Materials arrived and crew came out next day. Repairs were made and much of the materials were not used. They were picked up the following day and our bill was adjusted to $5300, which we paid. In 2022, we had a leak in the skylight, which was in an area the repairs were to have been made and also some shingles that were replaced had come loose. We had another company come out to inspect and were told the flashing and sealer was missing from around skylight. We called Elite and a man came out. Replaced the shingles and sealed around skylight. Then we received a bill for $150, which I believe we should not have been charged since the original repairs should have been done property. I explained this to the billing ***** but have now received a second statement with a $5.00 late fee.
Business Response
Date: 03/16/2023
This complaint is completely fabricated with important details missing.
We completed a roofing job for this customer in November of 2021. I have attached our repair sheet for clarification. The only scope of work we completed was to her flat roofing replacement and pipe boot replacement due to leaking. we also sealed her chimney on this house. The customer called us some time later to come patch shingles that blew off of her roof in different areas than we installed rolled flat roofing (two different styles of roofing). While we were there, ******* her skylights. It is very important to note that the customer installed their own skylights incorrectly on their roof. The missing flashings and sealants were due to improper install on their part, not ours.
She received a bill for a minimum service charge plus material for $175 in February of 2023. After a short phone call with my secretary, it was clear she had no intention of paying her bill. I instructed my secretary to hang up the phone after **** started using loud profanity.
It's clear from our BBB customer record that this person is an outlier and should be handled as such.
Customer Answer
Date: 03/16/2023
Complaint: 19403080
I am rejecting this response because: The skylight(s) were installed in 2008. In 13 years, there was never a leak until Elite came to repair the roof. The skylight in question is only the one where Elite was to repair around. Although not written, it was agreed verbally at that time (by Elite estimator) that any missing/loose shingles would be replaced. This was not done satisfactorily but had to be done again on the second trip here, along with properly sealing skylight and the flue from furnace which also had a leak because it was not sealed properly. No one from Elite came out to check the repairs if they were done according to our satisfaction. I WAS NOT sent a bill for $175, but $150, which I have refused to pay, because the job was not done correctly on their initial repair (per another roofing company). In regards to the flat roof repair, I now have a flow of water from 2 areas dripping off that roof that can only be described as Niagara Falls, and also an area under the roof that has buckled and cracked. It looks like the men stepped on the decking & caved it in. But I did not complain to Elite about that. Elite might ask their workmen what they did with an almost whole roll of roofing that they put in their private truck when leaving my premises; material that I had paid for. I was credited $600 for materials unused, but I believe there was more than $600 worth that was removed when the job was done. Hindsight being 20/20, I should have taken photos of it all, but having paid $5300, I didn't expect any problems. I would have expected Elite to stand behind their work; I was wrong.
Sincerely,
***************************Business Response
Date: 04/04/2023
The flat roofing repair from the original quote was handled up to our satisfaction as it was inspected when we were called out to replace missing shingles on the second trip. The leaking skylight installed by the homeowner was not in a location close to the flat roofing and has nothing to do with the original repair. It was not quoted or worked on at that time of the original repair contract. The shingles that were replaced in 2022 were not missing in 2021, hence the $150 service charge for weather related damages. The skylight was only sealed for leaking by our company at this point due to improper installation by the homeowner.
It is important to note that these 2 instances were months apart.
Business Response
Date: 04/06/2023
The flat roofing repair from the original quote was handled up to our satisfaction as it was inspected when we were called out to replace missing shingles on the second trip. The leaking skylight installed by the homeowner was not in a location close to the flat roofing and has nothing to do with the original repair. It was not quoted or worked on at that time of the original repair contract. The shingles that were replaced in 2022 were not missing in 2021, hence the $150 service charge for weather related damages. The skylight was only sealed for leaking by our company at this point due to improper installation by the homeowner.
It is important to note that these 2 instances were months apart.
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