Elite Roofing of Georgia

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"Elite Roofing of Georgia Customer Service Policy: Delay, Defer, Deny - My Better Business Bureau Rating “D” although they actually earned an “F!” Be very careful when contracting with Elite Roofing of Georgia. The primary company emphasis in on getting you an estimate and securing your business. The “post sale / customer service” is very poor. When negotiating the price for your new or replacement roof, be sure to request to discount on the price of $200 - $500! Because you’ll need it when something / anything goes wrong. I most certainly wish I did on my roof and gutter guard system. The most recent truly disappointing experience was when calling the office to have two issues addressed with the gutter guard system; one section had blown off, and another was leaking creating a water line (eventually creating mold) on the front of my brick home. I called the office on December 2nd, and the call immediately went to voice mail (the first bad indication); I did leave a message but after almost 3 full weeks, no one had called back. Their voice mail recording states: If you are calling during regular business hours, sorry we are on another line helping customers, if you are calling after hours, we will call you back on the next business day. I called again on December 22nd and left a second message which also immediately went to voicemail, and I received a return call several hours later. The young lady who returned the call was Lizette Prater, I explained the two issues and she said she’d call me back. On December 22nd, Lizette also asked for photographs of the two issues; on the same day I immediately took the pictures, circled and pointed red arrows to the problem areas, scanned and e-mailed the documentation. Later on the same day, Lizette confirmed receipt of the e-mail and photographs, plus indicated she’d “be in touch as soon as possible.” During the conversation she stated she would send the information and details to the Operations Staff / Manager for review and would have them call me back; regretfully that call never occurred. After 3 1/2 weeks had passed without a return call, on January 18th, I called back a third time and also followed up on the e-mail dated December 22nd. Lizette responded to my e-mail by calling me back, she now stated that to have someone come out to look at the two issues, there will be a service charge of $139. In turn on January 18th, Lizette claimed she didn’t have record of my roofing and gutter installation (another excuse). I scanned and e-mailed copies of the original contract agreement and brochures for the services provided. After providing the contract documentation, there was no response. The effort to try to get a resolution took 8 1/2 weeks, resulting in excuses, delayed returning my calls, and hesitation to address the leaking roof problem. The true reality of the calibre of Elite Roofing of Georgia, has been demonstrated by their lack of quality staff, workmanship, and product integrity. When I initially contacted Elite Roofing of Georgia, inquiring about a new roof the staff responded right away, offering to come out and prepare a free estimate for a roof and leaf control gutter system. But the post-sale support was the complete opposite; they had excuses, delayed returning my calls, and hesitated to address the leaking roof and gutter problem, ultimately doing nothing. The first indication of poor customer service was when there was a leak on the roof, which occurred within the first year. Initially I called the representative whom I signed the contract. He didn’t respond to my first call and voice mail message; when I called again and finally reached him, he referred me to the main number in the office. When I called the office, they directed me to call my sales representative, the absolute run-around!"

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"We have tried contacting the office several times. My husband calling at least 5 and a complete disregard to an email. We moved into our home in 2020, where the previous owners had skylights replaced by Elite. We have strips of material falling out of the sides of both sylights and a trail of water stains that are slowly growing with the rainy season. Despite having the receipt and warranty on the work, there has been no effort to schedule a repair and we have been ignored. Seemingly they are waiting out the warranty period. We have been nice and civil, didn't demand anything when the pandemic resurged, all to no avail. We have been left with the stress of what is happening under our roof because the tech refused to acknowledge his work."

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"Process was somewhat cumbersome as this was my first time having to replace a roof. They did a great job and knocked it out in one day. However, when I had an inspection when I was getting ready to sell the home, I was made aware of some nails coming up from some shingles. I reached out to the business via text, as we had communicated this way before, and never received a response. Post-completion support could be better, but overall they did well."