I’m disappointed with my experience at Elite Trimworks and how my concerns were handled. I ordered custom beams and, upon pickup, discovered visible damage to the material. From that point forward, the process became unnecessarily stressful. There were multiple instances of miscommunication, including being informed only the day before pickup that the beams would not be assembled as originally expected. Despite providing photos and explaining the damage, there was little willingness to take accountability or offer a reasonable compromise. I was repeatedly told the beams were non-refundable due to being custom, even though the condition they were delivered in was not acceptable. The only solution offered was assembly, despite the damage and the inconvenience I incurred arranging transport back and forth. Ultimately, resolving this required far more time, effort, and stress than should ever be necessary for a custom product at this price point. While the staff remained polite, the lack of flexibility, accountability, and customer-first problem solving left me very disappointed. Based on my experience, I would not choose to work with Elite Trimworks again.
I ordered a Mesa Wood Beam / Fypon from Elite Trimworks. They were great to deal with. The package was 18 feet long and they helped me to bring it out to my trailer when I picked it up. Due to the lead time they also offered in stock options but were great to accommodate my request for a single 18 foot long piece. Will be sure to use Elite again when I do my next trim project.
We are most impressed with the professionalism, expertise, and helpfulness of the Elite Trimworks team. They kindly assisted us in re-working a column cover "blooper" (our error, not theirs) into the look we had envisioned for our porch. We are particularly grateful to Alexandra for her knowledge, artistic guidance, good advice and patience, and to Shaun for a skilled install. We would definitely recommend this Canadian company to everyone!! Thank you, Elite Trimworks, for a stellar job!!!
It brings me no joy to write this review, as I tried to settle this matter with the company privately. I placed an order and the email stated I would receive a shipping link within 5 days. I hadn’t received a link after seven days, so emailed customer service. That day I was contacted by an employee named Daniel stating that I “have a saved cart but no order has been processed yet”. I replied immediately to that email with a copy of the invoice for clarification. I did not receive a further response, despite three emails (including once requesting that any possible existing order be cancelled at that point) and a total of over two weeks without a response, leading me to believe there was no existing order and that my credit card had been charged erroneously. I filed a claim with my credit card company and, only after that, did I hear back both by phone and email stating that a mistake had been made by Daniel, that he was a new employee and they apologized for the error, but that there actually was an order that was now being processed and could no longer be cancelled or refunded. Naturally, I said this would not be sufficient given I had been forced to go with another company. After this, no one from management reached out despite my direct request and I only received a further email from Daniel, this time with a noticeable tone change suggesting that this had actually been my fault as I had the ability to call the company directly and double check that the information he provided to me was accurate, and that the reason the order was not processed correctly was not that they had made a mistake, as they had previously admitted to, but that they were short staffed. The order was in the double digits and by no means would have meant a significant loss of business to the company. In fact, had they shown professional integrity in the situation, I may have used them in the future. I emailed back after another two emails with junior employees despite repeatedly asking to speak with management, stating I needed to hear back in the next two business days or I would be forced to file a complaint with the BBB. At the tenth hour, I finally heard from Alexandra (?management), who merely repeated the previous information regarding being short staffed etc. and offering a 10% discount off a future order. As I had already made it clear I would not be using the company, this did not resolve the situation. Unfortunately I have now had to take this matter to the BBB to mediate- a first for me, but this was truly shocking customer service and a situation they must take accountability for. I already know what the company’s reply will be, so I will address each point. 1. They are short staffed and unable to reply in a timely manner. Unfortunately, Daniel directly admitted to me this had been the result of a mistake on his part, and being short staffed it is not an slate-wiping excuse; the buck has to stop with someone, who should be able to acknowledge their staff’s error and offer an appropriate resolution for the situation. 2. It is against our policy to cancel or refund an order once it had been processed. Again, given the circumstances, this seems like a situation where a policy may be overridden for an appropriate circumstance, which this surely is. 3. If my order was time sensitive, I should have reached out to the company by phone by ensure the information given to me by email was correct. To expect customers to double check your employees work is ludacris. I also believe if you have employees present daily able to immediately pick up the phone and respond to inquiries, there is no reasonable reason why someone couldn’t answer an email for over two weeks. I hope the company takes this seriously as is willing to review their customer service practices and staffing. I would be more than happy to discuss this matter with upper management at the company and amend my review as needed. Until then, I will be mediating this claim through the Better Business Bureau.
We are General Contractors, based in Montreal, Qc. We were having issues finding a 4" wide v-groove wall panel, and fortunately found Elite Trimworks on the Internet. The order process, delivery time and quality of product was A+. We plan to use Elite Trimworks in the future for many of our projects. Whiteoak Construction
I was very satisfied with the ordering process with Elite and the product was just what I was looking for for this type of project: a semi-enclosed outdoor shower at Long Beach Island, NJ. The website provided plenty of information on dimensions which helped with the design process. The cleat system made the actual installation very simple. I recommend this product and will plan to use again in the future. (Pergola Rafter Tails)
Very impressed. Outstanding quality, great value, quick shipping, very well packed, and straightforward installation for anyone with basic carpentry skills. Love how the columns turned out. Also love that this product is manufactured in Canada. Tip: Buy additional glue.
Elite Trimworks Corp is a Canadian Home improvement store based in Vaughan, Ontario. Elite Trimworks Corp is located at 25 Royal Group Crescent Unit 8, Woodbridge, ON L4H 1X9, Canada.
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