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Business Profile

Window Installation

Elite Remodeling Group (ERG)
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2024

    Type:Product Issues
    Status:
    Answered
    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.
    After contacting ERG multiple times since April 2024, they have not provided any updates on when and how the windows and patio door will be repaired. Outside windows and patio door frames have faded. Frames were brown and now have faded to green. One window when tilting in to clean comes off track. On another window, the caulk has cracked which has caused interior wall bubbles. Windows and patio door will need to be repaired or replaced.

    Business Response

    Date: 07/22/2024

    Our production team was in contact with the Washingtons prior to the complaint being filed to discuss the fading issue and let them know that we had to file a service request with the manufacturer for that.  We also contacted them again following the complaint and have made 3 separate house calls - 6/27, 7/2, & 7/16 - to service any issues referenced with the product or installation.  The only open item is the fading issue which we are currently waiting for an update on ourselves.  We are not the manufacturer of the windows and have never encountered this particular issue before, so we are in a holding pattern until we receive a response/resolution from the manufacturer, which we have related to the Washingtons on multiple occasions already.

    Customer Answer

    Date: 07/26/2024

     
    Complaint: 21880836

    I am rejecting this response because the faded exterior windows and patio doors have not yet been resolved.  When the windows and patio doors were installed, they were brown. Now the exterior windows and patio doors have turned green. Windows and patios doors need be repaired or replaced.

    Sincerely,

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

    Business Response

    Date: 07/29/2024

    As we previously discussed, a claim has been submitted with the manufacturer for the fading/discoloration issue and we are waiting on their response so we can get that resolved.  

Elite Remodeling Group (ERG) is BBB Accredited.

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