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:10/13/2022

  Type:Service or Repair 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 made an appointment to get a quote for replacement windows. A rep showed up at 7pm on 9/21/22, explained he was new, and did the whole pitch(11k). I explained that I needed a few days before I put anything in writing. He proceeded to call his boss, Jake, because "it's company policy" when people aren't ready to sign. I continued to share that I wasn't ready, but Jake continued to offer discounts through the rep. I shared at one point that I really just wanted him to leave so I would have time to make a decision. He called Jake again, who did quote a reasonable price, and I again shared the desire for time to consider my multiple options. Jake and the new rep continued to pressure me to make a desicion, finally saying I should sign a contract and put a down payment, and because I live in PA, I had three days to cancel. In that time, they would run my credit for eligibility in their financing program. Because I really wanted this rep to leave my house I agreed and put $500 down to up my chances of being approved for financing. I hadn't heard back from Jake by Saturday, 9/24, my last day to cancel, so I called to do just that. Jake ran my credit(with a different company than I was told it would be) while I was on the phone and I was not eligible. I asked to cancel. He said ok, but allow him to run it a different way and get back to you. I agreed, but I asked for him to acknowledge the cancelation in writing as I was not given the proper paperwork by the rep to do so correctly. He did send an email on 9/24. After that, I never heard from Jake again. I have called the office on 9/30, where I was their transfer service was not working, but never received a call back. 10/3, I called, and was told my refund would take 10 business days from 9/24. 10/11 I called and left a voicemail that it had been 13 days and I hadn't received my $500 deposit. They have not returned my call.

  Business Response

  Date: 10/31/2022

  ********************* signed a contract, credit application, and all required paperwork.  **************** did not follow the instructions to cancel her contract which is very clear how to do that.  ********************* never cancelled according to the paperwork she signed.
  
  Since we were unable to secure financing for her the refund was issued on 10/17/2022.  Elite Remodeling follows all required laws and more to ensure all customers are handled with care.
  
  We do also know that no matter what we do, some people you will never please. 

  Customer Answer

  Date: 10/31/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  As noted, I was not given necessary documentation to cancel properly. I did, however, reach out within the 72 hour cancelation period to let the company know I would likely be canceling, but I did not have the correct documents(a new salesperson was sent out without full knowledge of the documents he was dealing with). This new salesman's mistakes resulted in my credit being run by more than one entity, which I did not initially anticipate.

  I have, at this point, received my refund after over 20 business days. I would not recommend this company strictly based on their poor communication to customers and predatory sales tactics. 

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