Elite Clean and Restoration

An A/C unit stopped producing cool air in my home; therefore, I contacted Elite Clean & Restoration and requested service; subsequently, my family and I experienced discouraging customer service, overwhelming A/C unit replacement part stipulations, hurtful rhetoric, and confusion.

I purchased a Lennox A/C unit and the corresponding warranty in 2021, and I used the warranty for the corresponding non-functioning A/C unit in June 2023. I contacted Elite for at-home service, and the receptionist was pleasant and notified the manager Tony.

However, Elite's offensive, woeful, and swelter-inducing business practices overshadowed that lovely phone conversation grossly.

When the A/C unit technicians arrived two days after I requested service, the discouraging customer service experience commenced. Two technicians were in my home; one was arrogant, nonchalant, and behaved and communicated like my family and I were supposed to know virtually everything about an A/C unit (Exhibits 1, 1A). The arrogant-nonchalant technician displayed unfavorable acts during his visits and was seemingly careless about the A/C unit problem his body language suggested that he would have rather been elsewhere.

After the arrogant-nonchalant technician informed me that the capacitor was the issue and a replacement part was necessary (Exhibits 2, 2A), the overwhelming A/C unit replacement part stipulations commenced. The aforementioned technician told me that the approximately $25 capacitor cost $450 to purchase and install I was dumbfounded because I bought the A/C unit parts warranty, and Tony assured me it was active.

The arrogant-nonchalant technician called Tony, and Tony said the A/C unit parts warranty was active, which confused my family and me because we were told to pay $450 immediately.

Moreover, Tony told my family and me that we had two choices: wait up to three days in an 80-90 degree house for a warranty claim approval or pay $450 immediately with no waiting period nor reimbursement (Exhibit 3). After pondering the options hopelessly, my family and I selected the up-to-three-day wait option (and paid a $250 labor fee) because a $450 payment was extraordinary and unfitting financially, per the active warranty.

I asked Tony how I could cool my home during the waiting period, and he said, "I don't know." Tony's response was hurtful because he has been in the HVAC industry for at least seven years and is an HVAC business owner, but he could not convey a suggestion regarding cooling a home short term.

When the technicians returned two days later, they installed the capacitor. A technician informed me that the A/C unit was environmental debris cluttered critical information that the arrogant-nonchalant technician did not tell me two days before it should have been disclosed in the diagnostic result (Exhibit 4).

After the technicians finished the warranty-applied $250 service for a $25 item, the A/C unit cooled the house for several hours before cooling interruptions. For about an hour, the A/C unit blew hot and cold air intermittently (Exhibit 5).

After the temperature increase realization, I called Elite immediately, and the initial receptionist said I would receive a manager callback (I presumed shortly). However, I called again 56 minutes later, and a different employee said the manager had left early and I would receive a callback the next day (Exhibit 6) I was dispirited.

The following day, I received a callback from Tony, and he informed me that technicians would be at my home later that morning since they were in the area.

After the technicians' A/C unit-furnace evaluation, the definite issue regarding the A/C unit intermittent cooling was unsolved the technician said my system was working correctly (Exhibit 7). I am incredibly skeptical about that conclusion because the A/C unit performed intermittently, indicating a problem (or an impending problem) with the furnace-A/C unit connected systems.

I will never recommend Elite Clean & Restoration.

Please e-mail Applegate1245@ g mail.com for an exhibit.

Dryer vent duct & replace dryer vent duct to roof cap access, etc. Carlos was very professional in showing me Pic's on his cell as to what they were doing.

I had to pay $1,025.00 up front before job was done & another $1,025.00 went the job was finished. I phoned the Company to get an itemized statement, so I knew what I paid for & spoke w/Tony over projects who was very disrespectful & stated itemized statements were not given to customers? Really? Carlos got on the phone & backed me as to I should know what I paid for & I should receive an itemized statement or something to show the amount I was charged.

Tony was not only disrespectful, rude & demeaning to me as a customer but no help at all??? Thanks goodness for Carlos, to help me with the situation.

Otherwise, happy with the company but would never want to do business with Tony again. I worked 50 yrs in Finance & Investment & never treated a customer as Tony did me or I wouldn't have had my job very long!

Unsatisfactory service. Band-aid approach.

Would say anything for the sale and I regret having them do any work.

On June 21st, 2019, I had an AC leak. Final Cost for services was $700. For 5 Freon I was charged $200. A whooping $500 was for a Stop-Leak bottle that I took a picture of and later researched you could purchase for a range of $12-$20.

When asking for a discounted rate on the stop-leak, Salesperson Tanner, communicated to me that they couldn't because the cost of the stop leak for the company is $250. 2 months later, it failed and I'm back to the same problem. I was lied too. Tanner communicated to be that if the stop-leak failed they would refund me.

It failed. I reached out to Tanner, and have been told they won't refund me. Even more so, he attempted to up-sell me again to a new system, (i.e. attempting to suck more money from me...) rather than fix the problem at the source (by soldering the leak) they continue to promote a band-aid solution (even though he found the area / source of the leak in my attic).

I never received an invoice (after repeatedly asking for it).

I never received in writing that they would refund me if the stop-leak didn't work (after repeatedly asking for it). They have went back on their word and claim "they never said that" which is probably why they would never put it in writing for me because he knew he couldn't back it up.

Avoid this business. Not worth the headache.

I'm out $700 because this company doesn't stand behind their work (or their word) and I'm still dealing with an AC leak they never truly fixed. Have asked for a refund and it has not been issued.

Indoor air quality compromised significantly after failing to clean per EPA, IICRC, NADCA standards. Health problems, medical bills, etc after visits.

Elite Clean & Restoration, The Cleaner Image Carpet & Restoration, Tony (Jack) DeChristopher (817) 522-**** and (972)475-**** should refund at min.

25% paid due to poor work, false advertising, lack of licensing from NADCA, IICRC, etc. as it relates to indoor air quality, non-certified employees/co. performing to industry standards & health issues caused. Medical bills, prescriptions & health issues experienced sustained in order to alleviate some problems.

8/17/18 John Belitere came. Tony gave a verbal est. of $5,000-$7,000 8/16/18 - ValPak & AdPages offered a $1999 system, Tony said to replace RHEEM Classic X Heat Pump (electric) & furnace, $5,000-$7,000. I had price quotes from a few companies & needed to install.

John quoted an AC system/furnace of $10,500. I asked to speak with Tony, he said I had not given him the correct model info, which I had! The most they would "drop" the price to was $8500. I had a vendor ready to pick up a new system that morning for $5500; John was sitting there & knew this.

I told John I had to sell a car first; The other vendor was aware & willing to do the work. Then came the scare tactics, John B. claimed "Carrier" was a piece of junk, I wouldn't be able to get my AC serviced as the owner was employed for himself." John B., said he makes $3k a week with Elite during his off season, when not filming Misfit Garage; was certified to sell the systems & tried to "hook me up with a musician friend..." Con artists - The air filter box, preinstalled with the system, would be $250. Plastic base, ($250), city permit ($250), etc.

no thermostat installed. I told John that I'd probably go with the other company, and I'd sell the car. He wouldn't leave. John B., a mechanic, & Tony D.

preyed on me & offered to take the car as payment. (KBB value for 2011 Lincoln MKZ, 60,000 miles private seller offer $7,791). John B., said the "owner's wife," who he bragged he got on TV, has "expensive tastes" and would "take cars, jewelry." I said maybe I will consider a title loan, something I've not done; he was adamant they wanted the car which had new AC, radiator, compressor, tires, front and rear brakes, etc. I asked for a duct cleaning, something I have done numerous times before & he agreed.

4 vents and no return were cleaned on 8/17/18. This caused dirt, dust, pollen, pet dander & possibly mold spores to be circulated throughout. I asked the tech if they were cleaning & he lied to my face. 8/20/18, I saw that only 4 vents were opened based on recent painting done.

Tony sent his "supervisor" Stevan W. out to reclean; I sent a picture of the filter after a few days of use showing what my children and I were breathing in. They then "re-cleaned" the vents & return. The filter is shocking & air quality, dangerously polluted.

The vents kept shoving out clumps of dirt, took photos, called the office & John B., 8/22/18. Tony called 8/23/18 said John B. would arrive at 10 am. At 10:50 am, I called John B.

who rudely said he had no appt. with me, was in Rowlett, etc. Later he came, I showed him the dirt being spewed out, the air filter, explained week & told him I wanted a partial refund. He laughed, said that was "...not going to happen." I asked him to install an air filter in 1" slot, not 2" slot, he put it upside down.

I asked him if it was correct, he said, "No." & then put it in correctly! They know I wanted the air vents recleaned a 3rd time, but not by Elite; he & owner tried to intimidate me. I mentioned designations on John B.'s business card - HVAC, EPA, IICRC, NADCA -. Tony D.

said I sold a 'bad car', mocked me saying you told me "5 times I was taking antibiotics" & tried to blame me for bad indoor air quality! The amoxicillin didn't work; doctor suggested an x-ray to check for bacterial pneumonia; I refused, they wanted full payment: $248.10 scripts $122.

9/1/2018, Severe Bronchitis, Prescribed: Doxycycline Hyclate, Prednisone, Promethazine DM, Flovent HFA. As a consumer, I allowed them chances to do the work right,hold placed on card $1841.

Called on Monday 03-12-18 for AC duct cleaning, I have 10 vents and 1 return. The coupon says $65 for that.

I was set up for guys to come out yesterday between 4pm - 7pm for an assessment. Wednesday 03- 14-18 a guy called me and confirmed my appointment for Thursday 03-15-18. Said I need to make sure my landlord is present (I am the tenant of the rental home just moved in Plano Tx so I wanted to have it cleaned out before summer arrives) He said landlord needs to be there in order for them to do the assessment. My wise landlord warned me that usually means that they just want him there to sell him something and usually have an agenda not just simply to clean the duct vents as offered...

The landlord was CORRECT! I mentioned to the gentleman on the phone that my landlord will be present but he does not want to buy anything extra and that me as the tenant want to pay for cleaning the air ducts that's all.

The day of the assessment Thursday 03-15-18 no one came or called to let us know that they wouldn't be coming probably because they knew we would buy anything else but the cleaning!!! UNPROFESSIONAL. UNRELIABLE.

SCAM. They just want to get your money for things you don't need obviously.

DO NOT USE THIS BUSINESS. Stay away find someone else a business that really do care about their prospecting customers.