ComplaintsforElite Window Solutions

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  July 26 2023 Elite Window came out to our home and replaced some wiindows. However, in the process one of the technicians stepped on the dryer causing the top to be dented. I have been dealing with the Operations Manager, ***********************, to get the dryer top replaced. Initially **************** stated would replace the dryer top however he has no made effort in the past month. I myself had contacted the dryer's manufacturer and got a price quote/delivery turnaround for a replacement dryer top. **************** even received the same info from the warranty department of our home builder. We are seeking to have a replacement top installed by Elite Windows. Please see picture and email correspondence attached.

  Customer response

  09/18/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Elite Window Solutions regarding complaint ID ********.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The dispute is, Ellite installed ****** worth of siding to are home. A big piece feel off and weve been calling them for a month. They keep giving us the run around, finally we asked for a manager, his name is *****. ***** called and said hed be here last Tuesday, he never showed up or called. Today ic Nov. 14, still havent heard from them. So I called, they kept hanging up on me. I just want my siding put back up ! They have been out here twice already, they didnt do a great job, considering what we paid them if the siding keeps coming down.

  Business response

  11/21/2022

  I spoke with MR on Monday the 14th explaining that my tech had come by his house on the 7th and took pictures and looked at what maybe needed to correct this issue. When I spoke with Mr. he had said this had been an issue since it was installed buy he usually fixes it himself, so instead of just re-installing the piece of vinyl that was installed a few years ago, I asked my tech to go look it over and take some pictures, the pictures were taken and situation examined. Mr. swore no-one came by because he would of seen it, or heard dogs barking. I have since spoke with a siding expert and passed on Mr.'s information so they can set up a time that is convenient for both parties. I have yet to hear if they have found a date yet to fix the issue, but will stay on the contractor to make sure this is taken care of

  Customer response

  11/28/2022

  ELLIT WINDOWS INSTALLED OVER $19,000.00 IN SIDING ON OUR HOUSE. WE HAVE HAD TO CALL THEM FIVE TIMES BEFORE TO PUT SIDING UP THAT FELL DOWN. ANOTHER BIG PIECE IN THE FROUNT FELL DOWN & WE HAVE BEEN GOING BACK & FORTH FOR A GOOD MONTH NOW. ***** THE MANERGER SET A DATE ON TUE THE 8 OF NOV /NO ONE SHOWED OR CALLED FOR THE REST OF THE **** , E THEN CALLED HIM ON MONDAY THE 14HT, HE FINALLY CALLED BACK AND SAID HE CAME OUT AND TRIED TO PUT THE SIDING UP, WE TOLD HIM THAT WE HAD BROUGHT IT IN SO IT WOULDNT GET RUNINED, HE HEN SAID ****** CAME OUT TO TAKE PICTURES. TODAY IS THE 17TH, WE HAVE CALLED HIM 3 TIMES TODAY WITH NO RETURN CALLS. THIS IS LUDICRIOUS ! WE HAVE A NICE HOME IN A CULVA SAC, AND OUR HOME IS STICKING OUT LIKE A SORE THUMB. WE WOULD LIKE SOME ACTION ON THIS, WE SHOULDNT EVEN HAD TO CONTACT THE BBB FOR AN A- COMPANY. I HAVE TRIED TO GET AHOLD OF THE ***** *****************************, BUT AM HAVING A HARD TIME. SO WE WOULD APPRECAITE ANY HELP YOU AN PROVIDE.

  
  

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our client ordered Elite's Black Vinyl windows for a new construction, custom home. The product has a fair price and looks sharp. During construction a couple of the windows sustained damage through normal construction activities. It was absolutely no fault of the product and unfortunately is something that can occur during construction. The customers have been in the home for 18 months and we still have gotten absolutely nowhere with the effort to have the product repaired. We have made it abundantly clear to Elite Window Solutions that they didn't cause this and we are fully willing to pay for the cost of repairs. Despite months of effort, facetime calls with the owner to review damage, and many warranty department employees being involved. We are still left with unresolved issues. All we want is to pay for the items to be repaired so our client can move on and enjoy there home for years to come.

  Business response

  11/09/2022

  From what I can tell, Elite representative instructed *********************** to reach out to the vendor directly instead of ** hiring them. It would be cheaper and faster for them to do so. In the complaint he says all damage is due to his contractors mistreating the product. At that point it was on ********** to handle, coordinate and fix these issues. I have arranged a meeting with ********** and the homeowner on Friday the 11th of November at which time we will come up with some dates and solutions to these issues

   

• Initial Complaint

  05/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We reached out to the company April 8th to have some warranty repairs looked at. After several calls and leaving voicemails, we finally were able to reach the operations manager ***** after an entire month to come out and review. He never showed. Someone else came the following week and when we tried to follow up we still couldn't reach anyone. ***** was supposed to come out and no showed for his Appointment. At this point we cannot get anyone at the company to answer or help us. Our warranty is supposed to cover the repairs. We have asked for the owners contact info but was denied that information. We don't know what else to do.

  Business response

  07/13/2022

  we do not have a contract or ongoing job with a ***********************

  but as far as this job that was contracted over ten years ago, we have resolved the original issue of water damaged to the porch that was started on June 9th and completed on June 13th

  after the job was complete, the homeowner then noticed the front door flooring was "mushy" so I authorized the installer to go ahead and do what he needed to do to complete job. I told him to deal directly with the homeowner (*************************) in scheduling, the homeowner and I then realized we were not getting the full story from the sub-contractor, so at that time we created a group text message to make sure I could hold my sub-contractor responsible. I have been in constant communication with ************** even giving her my personal phone number since I was going on vacation during the time the repair was to be done. As of today he is currently at the house fixing issues that I'm allowing him to in good faith, but could argue the fact that this damage is in relation to our original issue, i have all text messages and some FB messages with the daughter in law , showing I have been in communication if needed

  Customer response

  07/16/2022

  Better Business Bureau:
  
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed.
  
  Elite window solutions absolutely has a contract with ***********************. We will not be satisfied until the owner of the company returns a phone call to ***********************. We have been going through a Nightmare since April. Then they came to fix the issues last floor last week, ***** the manager was on speaker phone cussing and being completely disrespectful. We overheard him say "I'm not paying for that part of the floor under the window and I don't care if a bleep dog bleeping ****** on it." Completely unprofessional. We called ***** and advised he needs to apologize and then he sent his message to bbb and never apologized.this is ALL under warranty with a transferable warranty with labor and materials included. We will not be satisfied until the owner speaks to us directly.
  
  Regards,
  
  
  ***********************
  
  
  
  
  

*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. ↩