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:05/28/2025

  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 paid Elite $7,000 for chimney repair and sealing on 4/9/2025. Elite damaged my home and surrounding infrastructure in the course of doing their work. Elite also failed to do everything they committed to do, failing to repair huge cracks in the firebox. They oversprayed the side of the house with sealant. The overspray covered adjacent HVAC compressors (3 of them), my hot tub cover (which is 20 feet from the chimney), and my mahogany deck. In the course of trying to clean up the mess, I found Elite employees using acetone on my compressors. Elite also left some roof shingles disturbed as a result of repointing the roof. Elite failed to cover the compressors and hot tub prior to their work (although who would have thought that the application of the sealant would have covered something 20 feet off the chimney?). Elite has failed to return my home to the state it was in before they performed their work, and they won't cover (not even close) the cost it will take to do so (offering only $2,000). It should be noted that Elite had to re-treat the chimney with sealant, as the initial work was inappropriately done, per the company's assessment.

  Business Response

  Date: 06/30/2025

  To Whom it may concern this letter shall serve as a formal response on behalf of Mr ************ Complaint, After Proving ******* ***** with a Quote for Masonry repair on the chimney and waterproofing amongst a few other minor repairs, The work began on April 9th  the men worked through the 10th,the following day ******* reached out with concerns. A field supervisor returned to the property April 16th to re ***** the work and concerns at hand which we returned immediately the next day for re servicing and clean up, The Grind and repointing original job was completely redone as well as the waterproofing after the cleaning up of the prior job as best as possible. We acknowledge that the work was not pristine, and needed adjusting,which was concluded. The homeowner has voiced concerns that we feel are unfair regarding other implements, we have offered possible alternatives which were either,we would purchase and provide the homeowner with the Custom Spa hot tub cover,that he has requested, and provided us with the invoice for as well as repaint the portion of the siding that has been tarnished. The other proposition was to reimburse the customer two thousand dollars ($2,000.00), which he did not feel was appropriate. We have had constant communication with ******* throughout these measures we have always been open to trying to come to terms with each other and still but his entreaty and demands started to become implausible, and outrageous bring up uncertainties for years down the line. He demanded us to pay over seven hundred for an AC diagnostic, including for us signing a two-year warranty stating if something happens to them within the next two years, we will cover the cost of fixing them. This is due to when we returned for the cleanup the waterproof needed a strong solution to remove it, and his concern was down the line in a few years it could harm the compressor.  conveniently he stated the next day they were running hot, how do we know they were not running hot to begin with? We dont.We still are open to correcting any wrongdoings but at a reasonable rate. The office, Field supervisors, Managers even the laborers have been expressing great assistance and trying to establish a resolution that will be suitable for both parties.
  Attached are photos of the property after the re service and cleaning were performed

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hired them London my chimney and cost me ********* Only to light a fire in my fireplace to have smoke come out and fill my living room. I called them, the same tech comes back and tells me nothings wrong. I have to have small fires and keep the glass doors closed. I then asked another company to come out and take a look at it and it was stated that what they did to repair was incorrect and not the right size.

• Initial Complaint

  Date:01/30/2024

  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.

  Non-code work, company refused to provide full refund, refused to provide bond information. I hired Elite Home Solutions to perform a chimney inspection for my wood burning fireplace. They recommended relining the chimney flue and quoted $3500.On 9/14/23 they installed a 6" stainless steel liner and I paid them in full. On 11/2, I tried to make my first fire of season. Smoke filled the first floor. Their lead tech felt the 6" liner was too small. On 11/9 the techs installed a 7" oval liner and while the draft was slightly better it still caused lots of smoke to back up into the house. I began researching liner size and code requirements and discovered that the International Residential Code requires a 10" size flue liner for the given size of my fireplace. I notified Elite that the liner size they installed did not meet code requirements and was unsafe. On 11/15, Elites Field Supervisor arrived. He said his team screwed up. He said a 9 or 10 inch liner was the right size but that it would require more work and asked for another $2500 to do so. I told him that first, I wanted to get the undersized, non-code 7 liner out and inspect the chimney better. The supervisor agreed to do that and but then fell silent and the company ignored my calls for several days. Only after I threatened to have another company remove the undersized liner and bill Elite the cost, did Elite finally remove the 7" liner on 11/22. I requested a full refund since Elite violated code requirements and did not provide me with a working solution for the quoted cost. On 11/30 Elite offered a half refund but only if I accepted that day. No refund received. On 12/2 I discovered that the damper that Elite installed on 11/22 was broken. Hired a tradesman to replace. I've had great fires ever since with no smoke in the house. Request full refund of original $3500 + $279.22 for new damper + $400 paid to tradesman to install damper and inspect/camera chimney.

  Customer Answer

  Date: 02/11/2024

  I have not heard from the business in response to my complaint. I am increasingly concerned that this business is largely a scam operation since even after their supervisor acknowledged in November that they installed the wrong sized liner, the company has refused to take ownership or provide a refund. I worry about other consumers that *** be scammed as well. I contacted the ************ Attorney General, but have not yet received a response. Can BBB refer this to the ** or help to expedite things with the **?

  Thanks,

  ****

  Business Response

  Date: 11/06/2024

  To Whom It May Concern,
      this letter serves as a formal response on behalf of the consumer complaint # ******** from Mr. **** *******. This Matter has been taken into mediation by attorney generals office of ************, despite the original disagreement between Elite and Mr. ******* an agreement has been executed and this matter has been resolved. An arrangement was put in place and Mr. ******* was in fact reimbursed totaling in the amount of Three thousand five hundred dollars ($3,500.00).  Appropriate supporting documents are attached and provided.
  
  With Kind Regards
  Elite. 

• Initial Complaint

  Date:01/30/2024

  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.

  Contacted this company to inspect and estimate a chimney repair/replacement due to leaking. ******** agreed to $6500 replacement with half money up front ($3250) and remainder when finished. Workers took down the chimney by rolling bricks a old mortar down the roof. This damaged it as well as damaging the outdoor furniture, cellar bulkhead and lawn below. They then stored the waste materials on the lawn and ivy in the rear yard. Workers never protected the roof or area below as well as the chimney from the rain further causing damage to the interior ceiling. After several calls to manager **** about issues happening on site, I was eventually told to stop calling. At that point I requested they leave the project and return my deposit. I was scolded by **** and have not heard back since. A clean up crew did arrive on 1/27/24 to clean the roof and yard. I pointed out the damage to them . One of the workers stated they were there to clean up and make amends but I refused due to the companies unprofessional treatment to me and "well below average" quality of work. Note, I was never asked to sign a contract nor did I ever receive an estimate stating what we had agreed upon.

  Customer Answer

  Date: 01/30/2024

  Elite Home Solutions ************************************************************

  Business Response

  Date: 02/08/2024

  Complaint # ********
  
  To Whom It May ********
               This letter serves as a formal written response in regards to Complaint # ********  as well as the request for a refund submitted by ***************************** whom resides at *************************************************. After providing Mr. ********** daughter ***** with a quote for masonry repair on January 17th, 2024, a copy of the invoice including the inspection report and quote was emailed to *** the homeowner Who does have and own a copy,email was sent at 12:40 pm. The Elite office followed up with *** who was residing in ******* at the time the following day to discuss further, A discount was offered to *** on the job, after a lengthy discussion with *** he decided to move forward with the necessary repairs. He was informed that a 50%non-refundable deposit is required for material etc. on any and all jobs as well as it being on the invoice that he received and reviewed.  ********************** obliged, and due to him being out of state and unable to sign any contract at the time made a commitment by word of honor, at that time a deposit was collected of half the total via credit card on that same day January 18th, 2024. Starting January 19th,2024, Elite technicians demo and removed the existing chimney, with no return the 20th due to weather being inadequate with light snow showers, Monday and Tuesday technicians returned to ****************************************** and worked on the chimney build for countless hours. With unexpected rain on Wednesday Mr. *** called up asking for us to come out and tarp the chimney, immediately the office manager dispatched a truck to tarp the chimney from the rain. ********************** explained that he had some concerns which were all addressed immediately, one of them being that his shingles were damaged due to the work that was being done. *** was informed that we would purchase and replace the shingles that he felt were damaged, ********************* was asked to send photos of the damaged shingles to have them on record, and so the field supervisor could become conscious of what damages were done to the shingles so it wouldnt happen again. *** was assured again that we would replace the shingles he felt were damaged. Elite returned Friday January 26th and worked endlessly.  Throughout the entire process of this job ********************* had complete intercommunication with all faces of the company, that being the office, the technicians and ****** that was on the job. *** had complete access and consistent communication with the Elite business. There was never a time that he tried to reach us, and we did not contact him back. ********************** was calling the office managers personal cell phone to an excessive degree back-to-back at which then he was informed she was on the line with another customer and would contact him back when finished. ********************** sent over photos of shingles on his roof that had insignificant to no damage done, but we still had no problem insisting we would rectify the issues he saw with the shingles by replacing them. Within a half hour called back to inform the company that he had decided to put a halt to all existing work and repairs that were in the process until we informed him of how he would be compensated for the excessive damage. Mr. *** Stated that there is an excessive amount of damage done to his shingles, and due to this he needs an entire new roof relayed, He insisted on saying that he had a roofer come out earlier that morning and gave him a quote for twenty thousand dollars ($20,000.00)for a new roof. It was later found out that his son **** is really the roofer,and that is how he was wrongly informed on why he needs an entirely new roof relayed, when from the beginning there were only a few shingles that needed replacement to now a new roof. From there the list of damages suddenly started to grow, and just replacing his shingles wasnt good enough for him so he was calling off the job, at that time he was requesting we refund him the deposit.As cited on the invoice at which *** possesses a copy does state there is a 50%non-refundable deposit required, also in reference to a verbal agreement on the deposit was made when the installment was collected being January 18th,2024, via a recorded telephone call. Materials were purchased and used, a demo of the existing chimney was performed, and from there fifteen courses of brand-new red chimney bricks were placed. Our crew has spent an incalculably number of hours on this job and due to that we will graciously be denying ********************** a refund. Even after *** cancelled, we still spent another three hours performing a cleanup of our material, and whatever untidiness occurred during the detail of work that was performed from there the chimney was left as is. From the beginning of Mr. ********** concerns we were more than willing to rectify any issue he came forward with, but nothing was good enough. ********************** then called back and stated he was putting in an insurance claim because we damaged his property, damage done to his landscape, and damage done to his lawn furniture, there has been a considerable number of photos taken during, and after the process of the project and none of them show this great damage ********************** has painted. ********************* cancelled the work because he simply did not like the way things were getting done in his aspect and being the homeowner, he has every right to do so, but he is not entitled to a refund, he has immoderately cancelled a contract and therefore we will not be providing him with one.  For any further questions or concerns we can be contacted at the above phone number. 

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  On Thursday, 1/18/2024, we agreed to have Elite Home Solutions take down our existing chimney to the roofline and rebuild it. A 50% deposit of $3250.00 was made via credit card.
  Demo began on Friday, 1/19/2024. ******** was there from 2PM-4PM.
   On Monday morning, 1/22/2024, my son **** went to the house to see the job that was being done. He saw that demo to the back side of the chimney was not done and that new courses of brick were being laid on the old chimney. I contacted the ******************* and said that demo to roofline, as per contract had not been done. He said that there was a miscommunication with the crew and that they would demo to roofline as stated in contract. They did this on Monday. During the demo, the crew failed to protect the roof and surrounding area causing damage to to roof, bulkhead, patio furniture, wood stove and lawn.  ******** also left numerous cigarette butts throughout the yard.
  I saw the damage to the bulkhead, patio furniture, wood stove and lawn on Wednesday morning after having returned to RI on Tuesday evening. ******** left a large pile of debris, old bricks and mortar, on the lawn and ivy in the back yard without protecting lawn or ivy with a tarp. They also left the chimney and roof untarped. I contacted  **** via text message on Wednesday to request that a tarp be placed on the chimney and roof. She stated "No everything was dry up there". She did not send a crew to place a tarp on Wednesday even though she said she did. A tarp was finally placed on Friday, 1/26/2024, at my request because there was water leaking into crawlspace,  resulting in further water damage to second floor ceiling.
  On Wednesday,1/24/2024, my son **** went up on the roof and saw the damage that had been done to the roof. After seeing the extent of the damage, **** determined that the shingles could not be replaced due to the age of the shingles (9 years old) and the fact that they were brittle and that the roof would need to be replaced. The additional  shingles that were available no longer matched the roof and were too brittle to be used. Trying to replace damaged shingles would only damage more shingles so the roof would need to be replaced. **** is a roofing service writer.
  There was no work done on Tuesday or Wednesday due to weather conditions.
  ******** returned on Thursday,1/25/2024 and only worked from 12PM-3PM.
  On Friday, 1/26/2024, the crew was there from 12PM-1PM to place the tarp on that I had requested due to rain. They left and returned at 3PM. They were laying courses of brick until 6PM (in the dark). They stated that they would return on Saturday to complete the project. There were 13 courses of brick laid with only 4 full courses of brick done.
  On Saturday, 1/25/2024, I saw the work that had been done the previous day. One side of the chimney was concave with the top course of brick grossly overhanging the previous layers of brick. I contacted **** and informed her that I was stopping the job because of the damage that had been done and also the subpar work that I was seeing firsthand. 
  ******** spent approximately 14 hours total on the roof and about 3 hours on cleanup, their responsibility.
  Since the work was stopped, I have contacted a reputable ***** who stated that the job that was done by Elite was a mess. He stated that the chimney needed to be brought down to roofline and rebuilt due to poor workmanship and that it would cost $8500 for demo and rebuild.
  I did not get a satisfactory job from Elite and I should get a full refund of deposit due to the extremely poor quality of the work done. Pictures of the damage and poor quality of work were taken and will be available upon request.
  Thank you, ************************* 

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A man, "***" walked off the street and old me something looked wrong with my chimney - it was "cracked by lightening". I was very concerned it could fall and hit the kids who play right next door so when he offered to fix it I said yes. He did not take pictures - just tore it down - so when I tried to submit to my homeowners insurance, they denied due to no pictures to document and they didn't think remnants of the chimney showed any evidence of lightening strike. After finished, rain came in 2nd story fireplace and smoke came in basement setting off fire alarm. *************** came the 2nd time alarm went off and said smoke coming out through grout in the chimney bricks where hot water heater flue was. *** came and "fixed it" but apparently closed off the flue to the hot water heater. Recently, rain coming in and pieces of concrete grout falling prompted me to get a chimney expert - ***************************. He said both chimneys had to be redone - horrible work - flue 14' down instead of near top, bricks falling out. It cost me $38500 to have it fixed. I would like my money back from elite chimney. They asked for cash - I gave them $5000 in cash and $10000 check. "*** and ****" are technicians. Thank you.

  Customer Answer

  Date: 02/19/2023

  I have not heard from the business in response to my complaint. I have called and left messages numerous times and they have not returned my call. I had to have the chimney work redone and the ***** said Elite's work was shoddy, incorrect and very dangerous and could have caused a fire. They didn't even bring the flue of the chimney to the top - but left it 15' into the chimney so the chimney had to be removed to reach it. I would like to have you continue to pursue this issue. Thank you so much for your help. The remedial work on the chimneys cost $29,500. I would like to recover what Elite charged me which was $15,000. Thank you.