Complaints

This profile includes complaints for Elite Mouldings's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Elite Mouldings has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Elite Mouldings

  8 - 25 Royal Group Cres Woodbridge, ON L4H 1X9

• 

  Elite Trimworks

  4500 140th Ave N STE 101 Clearwater, FL 33762

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:28/06/2024

  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 received posts that aren't what were described and aren't the same dimensions as described online. They are also damaged with the box it arrived in damaged as well. They will not send me a return label and are saying I have to return them myself because initially, they wouldn't fit our new post but upon receiving the items these posts are more wood than the plastic PVC lightweight. They are very heavy and aren't what was described on the website. They want to charge a restocking fee and a fee for me returning them and having me pay shipping. * **** ****** ** the product *** its not true pvc again more like wood. I want my money back and to return them.

  Business Response

  Date: 18/07/2024

  Hi *******,
  
  Thank you for contacting us about your order.
  
  You placed and order with us on June 22nd, and on June 24th we shipped it to you via ***. You received the delivery on June 27th. On June 27th, you emailed us asking to return the order, advising that your project requirements had changed, and thus the wraps you bought were too small. You advised you were looking to get larger wraps, and we were happy to accommodate you as we carry larger post wraps for 6" (true 5.5") posts as you mentioned in your updated requirement email.
  
  Per our terms and conditions, a restocking fee of 20% is deducted from refunds for returned items, except where they are exchanged. Since you decided not to buy the larger posts you required from us and thus did not want to make an exchange and only a return, the restocking fee was applicable. Still, as a customer service gesture, we waived this clause of our terms for your benefit. However, you opted to file a dispute with ****** and keep the products rather than undergo our refund process as outlined in our terms and conditions, which you agreed to when placing the order through our website. Our terms require that customers that wish to return eligible orders are to ship the products back to us at their own expense (free domicile), and pay a 20% restocking fee, and, if applicable, the true cost of "free" shipping, to be deducted from their refund.
  
  You also stated that you think the product is wood and not PVC. Wood is not white, it is brown. The product you received is indeed PVC. Additionally, the weight of PVC is lighter than wood. PVC is not the same as cheap Vinyl, which is flimsy and thin and not an ideal product for exterior use. Our PVC can range from 3/8" to 1/2" thick, the latter of which you received with your order.
  
  The size of the post is a true 5" which is disclosed on the product page on our website; both in writing and through the product pictures. You would have seen this when placing the order on our website. The attached picture corroborates that the 4" post cover for a 4"x4" post will be larger to be able to fit around it, and the product images/drawings also show the size is 5". You did indeed receive a 5"x5"x 6ft (5x6) post wrap.
  
  Regarding the dent you mentioned on the panel, this is on the inside of the column panel, and once installed you would not be able to see this as it would go against the post, and never be seen. PVC can have imperfections, however it does not mean the PVC itself is damaged, inferior, or unusable. PVC sheets have two sides and if any side has any imperfections, we will still utilize the material by applying the imperfect side to the inside of the post wrap that will never been seen once installed.
  
  As a customer service gesture, we waived the restocking fee on your return. Once the items are returned to us in good condition, we will provide the refund per our terms and conditions. Please let us know if you would be willing to drop the ****** dispute and would like to Return the order to us with the restocking fee waived.
  
  Thanks and regards,
  
  ******** ********
  Elite Trimworks Corp.

  Customer Answer

  Date: 18/07/2024

  I am rejecting this response because:
  
  They won’t be returned in good condition because they arrived damaged to me. I’m scared if I return them I won’t get a refund then I’m out the money for shipping them back plus the cost of the item. Also this item is so heavy and long to return it is more than the cost of the item. 
  

  
  
  ******* *****

  Business Response

  Date: 03/08/2024

  Hi *******,
  
  Thank you for your response. We're sorry to hear your concerns about the return process. Our terms and conditions clearly outline this process, and you agreed to those terms when you placed this order on our store.
  
  We have offered to waive the restocking fee, so you will only be responsible for shipping the product back to us. Additionally, the original shipping costs, which are much less than the product itself, will be deducted from your refund. If you still wish to return the products for a refund, the process has been outlined, and restocking fees will be waived for you.
  
  Otherwise, you may be more satisfied by selling the products on ******** Marketplace or other classifieds, where you may not need to ship the products anywhere.
  
  We appreciate your patience and understanding.
  

  Thank you.
  

  ********

  Customer Answer

  Date: 12/08/2024

  I am rejecting this response because:

  the *** store when we tried to ship it said the minimum they can ship it back at was 189 without the Canada processing and handle fees. 
  
  
  ******* *****

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising 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 had purchased one of their products, the Brick Wall Panel. On their website, they have 4 different finishes listed (white, black, oxford, cambridge). We purchased the white colour, however when we received it, it was not finished white. It was only primed. When I confronted the business, they said that the white is a primer-only product and is not a finished white, however the other colours are finished colours. However, no where on their website or in my email communications with them did they mention that the white is primed only. Therefore, we had to spend an additional $700 + HST of our own money to paint the product white.

  Business Response

  Date: 21/06/2024

  Hi *****,
  
  Thank you for your order and sharing your experience. I apologize that this purchase was not what you had hoped, and I sincerely regret any part our web advertisement had to play in your experience. As noted online these do come white; however, based on installation circumstances, that would vary on every project, different finishing options are at the discretion of the purchaser as noted in the product details, we apologize if this was unclear to you and we are looking at revising the description to be clear for those who would assume differently.
  
  Once again, thank you for your insight and I apologize for being unable to meet your expectations with this product. We will strive to do better in the future, and we hope to see you again!

  Sincerely,
  
  ******** ********
  Accounting Administrator
  ************ **** ***

  Customer Answer

  Date: 22/06/2024

  
  
  I am rejecting this response. I will accept it when I see the following:

  1. Compensation from the business for the painting work we had to complete - $700 + HST

  2. The wording on the website is changed to a clearer understanding of what is being offered.

  
  
  ***** *********

  Business Response

  Date: 11/07/2024

  Hi *****,
  
  Thank you for your response. I regret to learn that you have rejected our
  initial response, and would like a refund and to see changes made to our site.
  I would like to reassure you that we take the clarity and honesty of our
  website seriously, and are currently working on further clarifications to
  product pages where necessary. However, we have not had any other customers
  that came away with the same misunderstanding of the product page as you did.
  As noted on the product page, different finishing options are at the
  discretion of the purchaser. You can review the product page for the brick
  wall panel below.

  *************************************************************
  

  My manager has agreed to offer you 10% off your next purchase
  with us as a gesture of goodwill.
  
  Once again, thank you for your response and I apologize for being unable to
  meet your expectations with this product. We will strive to do better in the
  future, and we hope to see you again!