Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 3, 2024, Elevated finished a siding project on our home. I got an email on October 5, 2024, asking if I was happy with how the project turned out. We had just found a problem with our hot water heater's exhaust vent at the time. The Elevated Company’s examination showed that a PVC pipe was sticking out of the house without a cap and that the vent cover was missing. We believe Elevated was responsible for this damage. As a result, I didn't approve the job because of this error. Fred, a representative from Elevated called my wife in an antagonistic manner. By cutting the PVC pipe and installing the wrong vent cap, the technician they dispatched to fix the problem actually made matters worse. The pipe's shavings clogged the filter and cut off the hot water because he apparently didn't know the PVC pipe had several functions. I phoned a plumber who installed the hot water heater and repaired the damage so that I would have hot water for the weekend. Together with the temporary fix and the service call cost $382.78, the repair came to a total of $1,495.72. Fred's offered of half of our costs claiming what we paid was too expensive. We declined and indicated we wanted the full amount as it was a result of their error. Fred finally phoned me back after I said I would call Action News and said he would pay the full amount, but more than a week has passed, and I still haven't received a check from him.

  Customer response

  11/26/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 22546709
  

   

  Most Recent Message

  Date Sent: 11/21/2024 8:32:46 AM
  The consumer left a voicemail. He stated his complaint is resolved. 
  

   

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are dissatisfied with the services rendered by Elevated Remodeling- This company have been to my home 5 times beginning in 7/13/2024 to install, correct the defective installation x2, measure for screens and now delivered screen that ARE THE WRONG SIZE-mostly recently on 8/26/24 The original windows that were installed -and were installed incorrectly x2 and did not come with at screen at all for 1 of the windows. This was verbalized to the installer crew, as well as the supervisor and yourself on 2x since the date of initial install along with the window not being aligned properly The one screen that was sent with the window initially is now not inoperable-which means we have NO ability to open either of our windows in our family room. We paid you $6500 for installation of 2 windows and screen-to date you have failed to completely deliver and maintain the product. You ask me sarcastically when we spoke on 8/27-why did you pay us then-because that’s what Honest PEOPLE DUE, they pay their bills! Unfortunately-we were not aware that Elevated Remolding is a company that is obviously incapable of delivering on a product that they sell!! We need definitive time line as to the delivery installation of the Correct Sized-Full Window Aluminum Screens-as agreed to on 7/14 -in person & again on 8/26 & 8/27-verbally-by you.

  

  Business response

  09/05/2024

  Dear BBB,
  
  Thank you for allowing us the opportunity to respond to the concerns raised by our customer regarding their window installation project with Elevated Remodeling. We would like to clarify the steps we have taken to address the issues and provide an accurate timeline of events.
  
  The initial installation appointment was scheduled for 7/11/2024, during which we installed four windows—(2) half-moon windows and (2) double-hung windows—as opposed to the two windows that the customer referenced in their complaint.
  
  Here is a detailed timeline of the service appointments and actions we’ve taken:

  7/11/2024: Installation of (2) half-moon windows and (2) double-hung windows at the customer’s home.

  7/15/2024: *** ********, our inspector, visited the project to address concerns the customer had regarding the window balancers and the leveling of one window. It was noted that some additional work was necessary.

  7/18/2024: *** ******** returned to the home to correct the window leveling issue and adjust the window balancers as needed.
  

  8/26/2024: **** ******* our service technician visited the home to install the screen. However, the screen that was shipped from the manufacturer was the wrong size, and we are working to resolve this.

  
  As mentioned in the customer's complaint, they requested aluminum screens, even though our product line does not come with aluminum-framed screens. In the spirit of customer service, we made an exception and ordered two aluminum screens for the customer at no additional charge. Unfortunately, the manufacturer has delivered the wrong size, and we are actively working with them to provide the correct screens as soon as possible.
  
  To further demonstrate our commitment to resolving this situation, we offered the customer a $250 credit for the inconvenience caused by the manufacturer’s delays, but this offer has not been accepted.
  
  We want to emphasize that while Elevated Remodeling does not manufacture the windows or screens, we are doing everything within our control to ensure the customer receives the correct products. We are committed to resolving the outstanding  2 aluminum frame screens as quickly as possible.
  
  We hope this response provides clarity on our efforts and intentions to meet the customer’s needs. We remain open to further discussions with the customer to reach a fair and satisfactory resolution.
  
  Thank you for your time and consideration.
  
  Sincerely,

  Elevated Remodeling 

  Customer response

  09/10/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  hello and thank you for the response. The business failed to acknowledge that of the four windows that we installed two or half moon and required no screens and the two full each required screens and only one was delivered at the time of the botched installation, and the additional one has still not been delivered.
  

  Since the original installation, the company has been out here for additional times one for original work, leveling the window to to acknowledge they only sent one screen third time a visit from the project manager regarding the screens and fixing again. .

  As I have reiterated, we have no use of the 2 full windows that open in our family room due to negligence of this business and failure to communicate effectively.
  

  I sent an additional email to this company 9/9 with no response as to a timeline on the screen replacement.
  

  As indicated in the pictures, one of the screens on the window that was installed on July 11 is already bent and the manufacturer that they ordered from the incorrect sizing which is not the customers fault it is the business is responsibility to ensure the correct product Prior to coming out with installation.

  $250 as compensation is neither adequate  and represents insult to the customers who have been totally inconvenienced by this business and their substandard Business and installation practices. 

   

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22233013

   

   

   

  

  Business response

  09/19/2024

  Dear BBB,
  
  Thank you for allowing us the opportunity to respond to the concerns raised by our customer, ****** *****s.
  
  We would like to provide an accurate account of the situation and clarify the steps we have taken to address the issues.
  
  Timeline of Events:
  
  7/11/2024: We installed (2) half-moon windows and (2) double-hung windows at the customer's home.
  7/15/2024: *** ******** inspected the project in response to concerns about window balancers and alignment.
  7/18/2024: *** ******** returned to address the window leveling and balancer issues.
  8/26/2024: **** V. visited the home to install a screen, but the screen received from the manufacturer was sent the wrong size.
  Although the original windows were delivered with screens, Mr. ****** declined to accept them at the time of installation. Despite this, we ordered aluminum-framed screens at no additional charge to accommodate the customer's preference, even though our product line does not typically come with aluminum screens.
  
  Resolution: We are pleased to report that on 09/17/2024, we successfully installed the correct screens at the customer's residence, and all service requests have been completed.
  
  Compensation: Initially, the customer requested a 20% discount on the total project cost of $6,500 through the BBB. Subsequently, this request was escalated to a full refund. While we understand the frustration, we believe the issue has been fully resolved with the installation of the correct screens. In recognition of the delays and inconvenience caused, we are increasing our offer to a $500 courtesy check as compensation. This offer remains open to the customer should they choose to accept it.
  
  We believe that this offer is fair and demonstrates our commitment to addressing the customer’s concerns in a reasonable manner.
  
  Thank you for your time and attention.
  
  Sincerely,
  
  Elevated Remodeling

*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. ↩