Complaints

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:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  December of 2022 the siding was ***laced. by March 2023 the side we paid extra for solor siding started to melt so a claim was filled. It was around August when they brought a siding *** over to check the damage and approved it based on the neighbors windows being tinted which was done later that year and I have been reaching out to the Elite *** *** ***** by email, text and phone almost every month since January of 2024 after the other person I worked with left the company and either he doesnt ***ly or ***lys with sorry Ive been trying to reach Mastic/plygem/lancing without luck. Also I had a piece of siding pop out May of 2023 and it took over a year to get someone out and the same piece was out again after a short time and now it is again for the third time and the siding crew is out of the country. This is very stressful on me I feel like my house is falling apart ever since I trusted this company to take care of it. Now its been 2 years my patience is worn out.

  

  Business Response

  Date: 04/30/2025

  Hello *****,

  Thank you for reaching out again, and as we have stated and communicated that we have been in a holding pattern with the siding manufacturer Mastic (Ply Gem).  Per my text communication with you today 4.30.2025.

  I spoke on the phone again with the Branch Manager at ******* our materials supplier who has been in contact with Mastic and they are working out the warranty, but it has taken an extended amount of time due to some internal turnover with their Mastic siding representatives who had the original forms and warranty paperwork.

  I apologize again and Will assured me that he would be reaching out to communicate this similar news as well via a phone call.

  As far as the repair that we have completed twice and the wind has blown the piece out again, my original subcontractor that completed the work has not responded to numerous calls, texts, and emails, and even a visit to his home.

  Per our communication with you, we have another repair tech coming to the house today 4.30.2025 to complete the repair for the 3rd time.

  I will keep you posted and continue to work and communicate the progress with the warranty claim, but as Will can also attest and communicate is that we are at the mercy of Mastic and their timetable and responses in order to get anything accomplished as it all has to run through them in order to be a proper warranty claim and have the labor covered as well.

  Please don't hesitate to contact us and we hope that this can be resolved for you soon.

   

  Sincerely,

  *** *****

  Elite Restoration and Repair

  Customer Answer

  Date: 05/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  
  Regards,
  
  ***** *********