Complaints

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• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Date of transaction started in August 2021. Final payment cashed by Elite in December 2021. Total cost for $44,360. Elite committed to install approx. 576 sq. ft. of **** Select Decking (36’x16”). This included installation of 8 - 8’ tall post with sleeves for use of sails. Please see attachment for the complete proposal. One of the 8 ft. post become wobbly. Elite was notified and they had a person come to tighten the post from underneath the deck. A few weeks later, three different posts became wobbly. One of which was leaning considerably. Elite was notified again. We waited a few weeks, but got no reply. Elite agreed to meet and to discuss why the these posts were becoming wobbly. Both brothers came out to check. They said it was due to the ‘settling’ of the deck/wood and someone would be sent to tighten the three posts. We waited and no one came. Again, we contacted Elite about the repairs. Richard then said it was due to the tension from the sails and that all 8 - 8 ft. posts need to be cut down. They offered us $800 for the cost of the posts. Elite was fully aware of our intentions to put up sails and as professionals, should have installed the posts for that exact purpose. They agreed and we paid $44,360 total for the entire project which included the installation of 8 - 8 ft. posts. The warranty is 3 years. If they fixed one post, why not the three posts afterwards. The post they initially tightened is still steady. The other 4 posts are still steady. Elite just want to cut down all 8 posts so that they would not be bothered or stand by their warranty? Elite is doing the exact opposite of their own motto: ‘Customer service is a lost art but we are bringing it back!’ We contacted another company about fixing the posts for us. Elite stated doing that would void their warranty on the whole deck. Elite should repair the posts and stand by their warranty. We paid in full. They cashed out the checks. Now they don’t want to be held accountable. We are stuck.

  Business Response

  Date: 11/06/2022

  After many emails from Sept 1st - Sept 26th we were informed the ****** Family wanted to go with another contractor to install 6x6" posts .   We only stated we cannot warranty someone else's work .  The installation of the 8' posts were NOT intended to be the support posts for a "roof of sails" only a temporary alternative to block the sun .  The sails seemed to be made of a heavy material and were taught with thick metal cables .  Other customers have used the sails like an umbrella and have had great success .  We have offered to reimburse the full price ($800) of the longer posts .

   

   

  Customer Answer

  Date: 11/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Elite: After many emails from Sept 1st - Sept 26th we were informed the ****** Family wanted to go with another contractor to install 6x6" posts .   We only stated we cannot warranty someone else's work .  The installation of the 8' posts were NOT intended to be the support posts for a "roof of sails" only a temporary alternative to block the sun .  The sails seemed to be made of a heavy material and were taught with thick metal cables .  Other customers have used the sails like an umbrella and have had great success .  We have offered to reimburse the full price ($800) of the longer posts .

  After many failed attempts to get Elite to fix the wobbly posts with different excuses each time. We searched for other alternatives, but Elite claimed the warranty on the whole deck would be void if we had another contractor fix the posts. The installation of the 8 posts was for use of sails which was understood from the very beginning. We wanted Elite to fix the posts. Not cut them down, which was the easy way to get rid of the bigger problem. They are lighter sails compared to the thicker water resistant sails and installed as recommended by the company. They sails were only up for about two months this past summer. Other contractors have checked and claimed Elite did not properly block the posts. And in correcting their oversight would mean taking apart certain areas of the deck which is why they refused to fix the other two posts. This is also a failure on Elite to uphold their warranty. Reimbursement of $800 does not help with getting them fixed if it were to also void Elites warranty on the entire deck which cost us over $40k. Photos we submitted clearly show Elites sloppy job and irresponsible ethic as a professional.  There are others in our area who have used Elite and are dealing with problems. We would like at least the maximum amount through BBB to cover costs of fixing the posts and to cover costs if the water gutters need work since Elite would void their warranty. 

  Regards,
  
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