I contacted elite to replace both of my units on the roof. My wife and myself were given a satisfactory quote. The salesman did not measure the downspout. All was set up for them to return to do the installation. Before the installation could Start, I got a call from the salesman stating that he should have gone up on the roof and measured. The salesman then proceeded to explain what the situation was, a custom downspout would need to be made. At that time, I asked how much more it would cost. It was explained to me that he will eat it, because he did not take the measurements. Therefore the custom downspouts were included at the original quote. The only thing this cost was a delay of the install.