Deck Building and Design in Cary, NC

I’d like to begin by acknowledging the amount of effort, dedication, and hard work that goes into this type of project. None of that goes unnoticed. With any agreement or transaction, I expect the same level of attention and respect that I extend to the company and individuals involved.

Our story began with Brooke. Her presentation and understanding of the process seemed very straightforward. We finalized everything and were told the work would begin within two weeks. That did not happen. In fact, there was no communication or follow-up from the company regarding the delay. We reached out and were then informed of permit issues. Several more weeks passed without any updates. We are still unclear about the outcome of the permit situation.

Eventually, we received a vague text stating that things had been resolved and work would begin in one to two days. No exact date or time was provided. Two days later, a man showed up unexpectedly in the middle of the day and said he needed to do a walk-through because the work would start the next morning. We had no prior notice of this visit but made immediate accommodations to ensure the walk-through could take place.

The next morning, the work began, and issues arose immediately. The crew was not fluent in English. While that should not be a major concern, it created a communication barrier that led to further complications. To be clear, I do not care who performs the work, but there should be someone on the crew who can communicate effectively in case problems arise.

The wrong pattern was applied to our patio, and we have yet to receive an explanation as to why this happened. We were simply told that everyone thinks it looks great. Regardless of how good it may appear, including to us, it is not what we requested. The brush strokes on our patio do not look as clean as the photos previously shown to us by the company or as polished as other jobs we have seen.

There was also no communication regarding the job’s completion timeline, which led to confusion about when cleanup would occur. The clean up happened but there was still trash and debris scattered throughout the yard. One of our backyard lights was also broken and was not communicated to us. As part of our agreement, the company also committed to securing our pergola. Without any communication, it was assumed that we had assembled the pergola and that it was ready for installation the following Monday. Fortunately, we had put it together over the weekend, but again, better communication from the company was expected.

During the pergola installation, our patio was chipped. Since the job was completed—barely two weeks ago—we have noticed cracks forming all over the patio.

We’ve shared these concerns with the company, but there’s been no real response or accountability. It’s disappointing, especially after doing our homework and choosing Elite Exteriors with confidence. Things started off well with Brooke, but everything that followed was frustrating and poorly managed.

If you’re considering this company, I hope our experience helps you make an informed decision. Communication and follow-through matter—and in our case, they were severely lacking.

ETA: Thank you for the response below. However, it feels more like an attempt to preserve public perception than a genuine expression of concern. If there were truly any care or accountability, you would have followed up as promised two weeks ago. Instead, you went silent and chose to respond here. To be clear, the job is not complete. Your installer cracked the concrete, and we are still waiting to hear from you.