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Complaint Details
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Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Elite Roofing & Solar on their website offers a $250 Referral Bonus for former customers of Elite for referring new customers for a residential roofing repair which results in a completed roofing repair contract with Elite, if the person making the referral also publishes a positive review of Elite in ****** Reviews. The 3 attached copies of emails indicate that I referred Elite Roofing & Solar to my son, ************* for repair of hail damage, that said repairs were fully completed on April 22, 2024 (they totaled over $30,000), and that final payment on his repair was made on April 22, 2024 by ************* and acknowledged by Elite. It also includes an email from Elite thanking me for posting a positive review of Elite's prior roofing repairs for me on ****** Reviews, as well as a demand letter by me to ******************* of Elite Roofing (the manager of *************'s roofing and solar repair) dated May 22, 2024, which indicates that all requirements of the demand for a $250 Referral Bonus have been met so that my $250 Referral Bonus is due and payable. It has been more that a month since that demand for payment was made.
Business response
06/30/2024
Thank you for reaching out regarding the recent complaint involving Elite Roofing and Solar. We appreciate the opportunity to clarify the facts surrounding this matter.
At Elite Roofing and Solar, we cherish our reputation in our community and prioritize seamless project execution and exceptional customer care. When **** filed his complaint on June 26th at 5:42 PM, we promptly investigated and took immediate action by 6:00 PM to address the issue. Despite encountering communication challenges due to ****'s changed contact information, we proactively resolved the situation by increasing our initial $250 gift card offer to $350, which was processed and documented in our CRM system by 8:57 PM the same day.
Following further review, it became evident that ****'s failure to receive our initial attempts to resolve the matter was due to him getting a new phone number. Moreover, confusion arose regarding the review submission and referral process, as he did not leave a review on the proper platform. Regardless, we did eventually find it and appreciate his kind words.
On June 27th, I personally contacted his son August, who was the homeowner referral provided by ****, to acknowledge and discuss our oversight in the referral payment process. On this call August even reconfirmed his satisfaction with our roofing services and provided an updated phone number for ****.Despite immediately calling **** and leaving a voicemail, we did not receive a return phone call.
On Sunday June 30th August reopened communication via a group text. During this exchange, I explained that the referral reward had been sent out and **** insisted on additional compensation beyond the $350, stating, "$500 would be better." **** also referenced August's roofing project cost to justify his demand for more compensation;despite his lack of insight into our operational costs or the quality of our workmanship. I explained that we had already extended an additional $100 as an unprompted courtesy and clarified the practical reasons for issuing a **** gift card instead of a check. Despite these efforts, no further communication was received from either August or ****.
We are confident that our swift resolution of this matter reflects our commitment to customer satisfaction. It was not a case of neglect, but an honest oversight promptly corrected upon discovery. We appreciate the opportunity to address this issue and reaffirm our dedication to maintaining high standards in customer service.
Thank you for your attention to this matter. Should you require further information, please do not hesitate to contact us directly.
Customer response
07/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.