Billy Ellis Roofing

Billy Ellis Roofing Response:? The delay with the roofing being done is solely on the customer in this caseWe do hundreds of jobs a year with no issueThe customer went from product to product expecting us to start a roof before ever picking a productThen he would pick one that isn't made or did not come in the color he wantedOur goal is to start a customers roof as quickly as possible as it is not profitable for us to do otherwiseThe longer the delay we experience the less we make per jobThis job drug on with a lack of the customer being able to pick from Standing Seam, Steel, Aluminum, or stone coated steel (which they currently have)We have sent a few different people out to try and help the customer decide on a roof system as they didn't want the one they currently have reinstalledThen after we offered other products the customer was wanting a "kick back" for a difference in product styleWe explained we cannot do that we can only charge the insurance for what we install up to the cost of the current roofWe can install the same roof on the house currentlyThe brochures may not have showed their style but we can install that stone coated steel on their homeOur contractor was not able to explain this to them as he was called a liarWe will install the job or charge maximum appropriate cancellation fees.Sincerely, [redacted] Billy Ellis Roofing [redacted] ***Work [redacted]

Complaint: [redacted] I am rejecting this response because:Regards, [redacted] ? Its disturbing that this company says one thing through their front office, then says another via here with Revdex.com, and continues to makes multiple statements? Is this how you treat a customer? ? Long read below, because I have to correct all the statements made.? Terminating the contract was their idea, not mineThe front office offered that as an option (after talking to ***) November the 17th, and I took them up on their offerCancelations fees were never discussed in that offer? I did exactly what they ask me to do to terminate the contract, then I called them on a daily basis for a status, they always told me they were working on it (after talking to ***), it takes time, but they never gave me a date when they would send me a check which was my issue and reasoning for filing this Revdex.com complaint (to hopefully get them to do what they said they would do), they never mentioned that there was an issue or that there would be termination penalties, and they had ample opportunities to do so? months later they (***) brings up cancelation fees via the Revdex.com responseThat’s not right? Common business sense? This is the real issue, the rest of my response is just correcting statement they (***) made, that is not relevant, but I’m not going to let them BS.? ? They (***) said in his reply I asked for a “kickback”? I’m not sure what you call it, but they offered me what they said was an “upgrade” (standing seam, Billy Ellis Shake), over my current roof (stone coated steel)? I asked if the upgrade cost was more cost to them, they said yes, I asked if I could have the difference if I go with my current roof to invest in my house, call that what you want, but I’m just trying to spend my money wisely on my house? They said they can’t do that, and I said ok.? They (***) said in his Revdex.com reply when the installer got to our house we talked down to him and called him a liar? Another statement? Neither me or my wife have ever met this installer? Here are detailed notes I took on this matter? Monday Oct 17th, I told the front office that we wanted to go with our current roof? But I wanted installer to come by and do a walk-through of what they were going to do, as stated in my contract and what the original sales person told me they would do? A week later, Monday Oct 24th, I called to follow up, and they said they will arrange for the installer to call me? On Thursday Oct 27th, they told me again installer will call me, no call yet? Oct 31st, I talk to front office again, still have not heard from installer? I asked what they are going to order, they said Decra Villa Tile Black, as stated in my contract as being my current roof? When I looked at the decra website, Decra Villa Tile did not look like our current roof? Thursday November 3rd, ? I called the front office and told them this, and I asked has the order been place, they checked and said no? I said installer needs to come out check and make sure they are ordering the same roof? Front office agreed, said they will contact installer to come out? Friday November 4th, front office called me, said they talked to the installer, he will come by Sunday November the 6th? He never showed up? Tuesday November the 8th I called front office and told them installer never showed, they said they would follow up with installer? These are all detailed notes I took, leading up to up to November the 17th, the installer never showed up when he said he would, we never met him, instead he came by when we were not home, and dropped of a decra broacher which we already had? At this point, my wife got involved and called the front office about the installer not meeting us, and installer told front office something that was not true and my wife told front office he was a liar but, she never talked down to the installer? My interactions with the front office have been good, I have treated them with respect, and they have been professional with me, the issue is that front office says one thing, and management (***, via this Revdex.com interaction) says another.Another statement is “the delay with the roof being done is soley on the customer in this case.” ? Ok, as already stated a documented here with Revdex.com, November 18th I agree to their offer to terminate contract, and months later they renege on their offer? So that is months wasted, ? had they told me about termination penalties I would not have taken that offer? But lets take this from the beginning with the original sales person? He sat in my dining room, said I need sign over $25k check to them, I said you are asking me to trust you, he said yes you need to trust me? So I did? During this time, these are all detailed notes I took: ? April 25th we were to meet (to sign contract), he said his Dad was sick he could not make it? No problem? April 29th we meet and singed the contract? They need to clear everything with Insurance? June 6th he tells me insurance details worked out, this was a month here? At this meeting, he said he can upgrade me to better roof options (standing seam, Billy Ellis Steel Shake, and Billy Ellis Aluminum Shake)? At this point, they gave me a lot to consider, required a lot of research on my part? [redacted] says bounce all over the place, yes I did some bouncing? Big deal, I’m spending $35k on a roof, a big decision here? You would think there would be some understanding with such a big investment? We end up not interested in their “upgrade” offers? It took forever for him to get samples of these upgrades? June 8th, he says he cannot make it, he has a migraine headack? Tuesday June 14th he said his truck overheated? Tuesday June 21st, he said he could come by, drop off samples (standing seam)? We agree on Wednesday night June 22nd, after 5:he said? Wednesday June 22nd, 8:00pm he text me that he is running late, he will drop off samples on porch later that night? Thursday June 23rd morning no samples, I text if he dropped them off? He said he would drop off that dayThat night 6:he text said he got into a crash and totaled his truck? Incredible? We finally met, reviewed all of these excuses with him, I asked him face to face, I’m I to really believe all this? ? His hands were tremblingAnd he said yes it is all true, I put my trust in him again? But at this point, I am in research mode on the roof options offered? I spent a lot of time researching standing seem? They sent out a guy to explained standing seem to me, ? this took probably weeks to coordinate? He was very good, but only had years experience and could not answer some of my questions, namely about how the flashing was going to be done, he said I would need to ask the installer on that? I spent a lot of time evaluating standing seam only to find out in the end that my wife did not like it, that is all on me? Next we were interested in Billy Ellis Steel shake, we wanted black? This was 8/? It took till Sep 27th for them to tell me they could not get Billy Ellis Steel shake in black? At this point, I started getting little response form this sales person? And October 11th is last I heard from him, and that front office would contact me, may sales person left the company and all his customers in a lurch, not just me? From this point forward, I have been dealing with the front office which has already been discussed in great length.? I am years old, this is my 3rd real estate property, this is $550k property, I have dealt with many contractors including same type hail damage claim on another property with Bold Roofing? Never had an issue, first time ever filling a Revdex.com complaint? We would consider having Billy roofing resume their work with us if they agree with the below conditions that we haveThese terms need to be stated so we can re-stablish communication and trust with the Billy Roofing once again.· ? ? ? ? Who will be our point of contact? ? Although front office is very professional in their communication, said action does not followI would like my contact be ***, he has yet to call me after several requests.· ? ? ? ? What roof will be installed? ? We understand now our current style roof is not available or can’t be found? Contract says “Decra Villa Tile Black”, and when I called front office Oct 31st, they said this was what they planned to order? This style does not match our current roof, but we are good with this? Is the color really black? ? I called Decra myself today, they said black has to be special orderedI want to be clear on this before material is ordered? · ? ? ? ? I want to do walk thru with installer on what they are going to do? This is in the contract? This has yet to happen.· ? ? ? ? I want reasonable estimates on when roof will be installed? ? I continue to operate in good faith with this company per our contract, but trust has been continually compromised, and I would rather cut bait and terminate contract as offered in November (by ***).? I welcome your phone call, [redacted] ?

[redacted] brought this issue to our attention and we turned to our crew chief, *** He's been working on the house and says the customer is loving our hard work The job is not finished yet, but we are excited to report the outcome and the customers great review after completion We've been awaiting the completion to ask how things were handled and receive his two thumbs up approval =) [redacted] , BSBA General Manager Billy Ellis Roofing [redacted] office ###-###-#### cell

Complaint: [redacted] I am rejecting this response because:Regards, [redacted] Its disturbing that this company says one thing through their front office, then says another via here with Revdex.com, and continues to makes multiple statements Is this how you treat a customer? Long read below, because I have to correct all the statements madeTerminating the contract was their idea, not mineThe front office offered that as an option (after talking to ***) November the 17th, and I took them up on their offerCancelations fees were never discussed in that offer I did exactly what they ask me to do to terminate the contract, then I called them on a daily basis for a status, they always told me they were working on it (after talking to ***), it takes time, but they never gave me a date when they would send me a check which was my issue and reasoning for filing this Revdex.com complaint (to hopefully get them to do what they said they would do), they never mentioned that there was an issue or that there would be termination penalties, and they had ample opportunities to do so months later they (***) brings up cancelation fees via the Revdex.com responseThat’s not right Common business sense This is the real issue, the rest of my response is just correcting statement they (***) made, that is not relevant, but I’m not going to let them BS They (***) said in his reply I asked for a “kickback” I’m not sure what you call it, but they offered me what they said was an “upgrade” (standing seam, Billy Ellis Shake), over my current roof (stone coated steel) I asked if the upgrade cost was more cost to them, they said yes, I asked if I could have the difference if I go with my current roof to invest in my house, call that what you want, but I’m just trying to spend my money wisely on my house They said they can’t do that, and I said okThey (***) said in his Revdex.com reply when the installer got to our house we talked down to him and called him a liar Another statement Neither me or my wife have ever met this installer Here are detailed notes I took on this matter Monday Oct 17th, I told the front office that we wanted to go with our current roof But I wanted installer to come by and do a walk-through of what they were going to do, as stated in my contract and what the original sales person told me they would do A week later, Monday Oct 24th, I called to follow up, and they said they will arrange for the installer to call me On Thursday Oct 27th, they told me again installer will call me, no call yet Oct 31st, I talk to front office again, still have not heard from installer I asked what they are going to order, they said Decra Villa Tile Black, as stated in my contract as being my current roof When I looked at the decra website, Decra Villa Tile did not look like our current roof Thursday November 3rd, I called the front office and told them this, and I asked has the order been place, they checked and said no I said installer needs to come out check and make sure they are ordering the same roof Front office agreed, said they will contact installer to come out Friday November 4th, front office called me, said they talked to the installer, he will come by Sunday November the 6th He never showed up Tuesday November the 8th I called front office and told them installer never showed, they said they would follow up with installer These are all detailed notes I took, leading up to up to November the 17th, the installer never showed up when he said he would, we never met him, instead he came by when we were not home, and dropped of a decra broacher which we already had At this point, my wife got involved and called the front office about the installer not meeting us, and installer told front office something that was not true and my wife told front office he was a liar but, she never talked down to the installer My interactions with the front office have been good, I have treated them with respect, and they have been professional with me, the issue is that front office says one thing, and management (***, via this Revdex.com interaction) says another.Another statement is “the delay with the roof being done is soley on the customer in this case.” Ok, as already stated a documented here with Revdex.com, November 18th I agree to their offer to terminate contract, and months later they renege on their offer So that is months wasted, had they told me about termination penalties I would not have taken that offer But lets take this from the beginning with the original sales person He sat in my dining room, said I need sign over $25k check to them, I said you are asking me to trust you, he said yes you need to trust me So I did During this time, these are all detailed notes I took: April 25th we were to meet (to sign contract), he said his Dad was sick he could not make it No problem April 29th we meet and singed the contract They need to clear everything with Insurance June 6th he tells me insurance details worked out, this was a month here At this meeting, he said he can upgrade me to better roof options (standing seam, Billy Ellis Steel Shake, and Billy Ellis Aluminum Shake) At this point, they gave me a lot to consider, required a lot of research on my part [redacted] says bounce all over the place, yes I did some bouncing Big deal, I’m spending $35k on a roof, a big decision here You would think there would be some understanding with such a big investment We end up not interested in their “upgrade” offers It took forever for him to get samples of these upgrades June 8th, he says he cannot make it, he has a migraine headack Tuesday June 14th he said his truck overheated Tuesday June 21st, he said he could come by, drop off samples (standing seam) We agree on Wednesday night June 22nd, after 5:he said Wednesday June 22nd, 8:00pm he text me that he is running late, he will drop off samples on porch later that night Thursday June 23rd morning no samples, I text if he dropped them off? He said he would drop off that dayThat night 6:he text said he got into a crash and totaled his truck Incredible We finally met, reviewed all of these excuses with him, I asked him face to face, I’m I to really believe all this? His hands were tremblingAnd he said yes it is all true, I put my trust in him again But at this point, I am in research mode on the roof options offered I spent a lot of time researching standing seem They sent out a guy to explained standing seem to me, this took probably weeks to coordinate He was very good, but only had years experience and could not answer some of my questions, namely about how the flashing was going to be done, he said I would need to ask the installer on that I spent a lot of time evaluating standing seam only to find out in the end that my wife did not like it, that is all on me Next we were interested in Billy Ellis Steel shake, we wanted black This was 8/ It took till Sep 27th for them to tell me they could not get Billy Ellis Steel shake in black At this point, I started getting little response form this sales person And October 11th is last I heard from him, and that front office would contact me, may sales person left the company and all his customers in a lurch, not just me From this point forward, I have been dealing with the front office which has already been discussed in great lengthI am years old, this is my 3rd real estate property, this is $550k property, I have dealt with many contractors including same type hail damage claim on another property with Bold Roofing Never had an issue, first time ever filling a Revdex.com complaint We would consider having Billy roofing resume their work with us if they agree with the below conditions that we haveThese terms need to be stated so we can re-stablish communication and trust with the Billy Roofing once again.· Who will be our point of contact? Although front office is very professional in their communication, said action does not followI would like my contact be ***, he has yet to call me after several requests.· What roof will be installed? We understand now our current style roof is not available or can’t be found Contract says “Decra Villa Tile Black”, and when I called front office Oct 31st, they said this was what they planned to order This style does not match our current roof, but we are good with this Is the color really black? I called Decra myself today, they said black has to be special orderedI want to be clear on this before material is ordered · I want to do walk thru with installer on what they are going to do This is in the contract This has yet to happen.· I want reasonable estimates on when roof will be installed I continue to operate in good faith with this company per our contract, but trust has been continually compromised, and I would rather cut bait and terminate contract as offered in November (by ***)I welcome your phone call, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I accept [redacted] response to be my point of contact, and everything else he said in his response? Regards, [redacted]

Billy Ellis Roofing Response: The delay with the roofing being done is solely on the customer in this caseWe do hundreds of jobs a year with no issueThe customer went from product to product expecting us to start a roof before ever picking a productThen he would pick one that isn't made or did not come in the color he wantedOur goal is to start a customers roof as quickly as possible as it is not profitable for us to do otherwiseThe longer the delay we experience the less we make per jobThis job drug on with a lack of the customer being able to pick from Standing Seam, Steel, Aluminum, or stone coated steel (which they currently have)We have sent a few different people out to try and help the customer decide on a roof system as they didn't want the one they currently have reinstalledThen after we offered other products the customer was wanting a "kick back" for a difference in product styleWe explained we cannot do that we can only charge the insurance for what we install up to the cost of the current roofWe can install the same roof on the house currentlyThe brochures may not have showed their style but we can install that stone coated steel on their homeOur contractor was not able to explain this to them as he was called a liarWe will install the job or charge maximum appropriate cancellation fees.Sincerely, [redacted] Billy Ellis Roofing [redacted] ***Work [redacted]

Hello, this particular customer was working with us to replace their roof and we experienced many delays throughout the process with them not being able to choose a productWe were unable to install a roof as they have kept bouncing between different roof systems, styles, and colorsWe offered to
install the roof they currently have on their house and ran into issues with that as well when our roofer went out to look at itHe was talked down to and called a liarWhen they would call they would ask when we were going to install the roof but we had no clue what product to install as they had bounced back and forthWe refunded $7k of the money for work that we weren't going to perform and when they had settled on a color we finally placed an order to the manufacturer and paid for this shingleThen we were told they were going to go with another roofThen they wanted to cancelOur front office told them they could send a cancellation but we need that within days of the contract being signed which was months agoThey have delayed this job numerous times and have our money tied up on a product we cannot install. If you have any more questions please let us know

I am willing to work through this job with the customer and see that it gets installed as he agreed at the end of his statementUltimately I want him to have a product he is happy with and help repair the damage that was done during the miscommunicationI apologize for the relayed information by our front officeWe had a young kid working here that relayed some of my statements wrong although to the best of his abilityI am willing to get something done and agreed on and begin work quickly.Sincerely,*** ***Billy Ellis Roofing

*** brought this issue to our attention and we turned to our crew chief, ***. He's been working on the house and says the customer is loving our hard work. The job is not finished yet, but we are excited to report the outcome and the customers great review after completion.
We've been awaiting the completion to ask how things were handled and receive his two thumbs up approval =) *** ***, BSBA General Manager Billy Ellis Roofing *** office ###-###-#### cell

Complaint: ***
I am rejecting this response because:
What they say is incorrect. An order was never place. We asked to have the exact same roof installed, manufacture and style. That was the reason they sent someone out, to insure they were going to order the exact same roof. They could not identify the exact same roof, so they dropped off brochures and we were told to pick the style we want, but none of the styles matched our current roof. On November 17th, 2016, we were told they cannot find our current style roof. We were given a choice, pick a style we want, or terminate the contract. I talked over with my wife and we decided to terminate the contract. On November 18th, I called and told them my decision. They said ok, I just need to send them an e-mail stating that I wish to terminate the contract, and to detail how much they owe me, which I did. The e-mail detailed the amount they owe me, which is $25,the insurance check they cashed in May 2016, less $7,for the pergola they were not going to do they cut me that check in June, the remaining funds to be refunded is $17,907.14. I sent the e-mail that day and followed up with a phone call same day telling them the e-mail was sent. For the next month, I would call every day, and asked where is my money. I got the same story every time, they are working on it, it takes time, they need to contact insurance etcSo after a month of this, I decide to handle via Revdex.com.I expect this company to do what they said they would do, which is refund my money. They can cut the check to me or the insurance company I do not care. This issue will not be resolved until I get full refund of balance they own me in which they agreed to do. Meanwhile my roof leaks and is doing damage to my house every day that it rains. This issue has also been reported to the City of Richardson, as they have written me up to fix my damaged fascia board, but I can't because I'm being held hostage by this companyRegards,
*** ***

I am willing to work through this job with the customer and see that it gets installed as he agreed at the end of his statementUltimately I want him to have a product he is happy with and help repair the damage that was done during the miscommunicationI apologize for the relayed information by our front officeWe had a young kid working here that relayed some of my statements wrong although to the best of his abilityI am willing to get something done and agreed on and begin work quickly.Sincerely,*** ***Billy Ellis Roofing

Complaint: ***
I am rejecting this response because:
What they say is incorrect. An order was never place. We asked to have the exact same roof installed, manufacture and style. That was the reason they sent someone out, to insure they were going to order the exact same roof. They could not identify the exact same roof, so they dropped off brochures and we were told to pick the style we want, but none of the styles matched our current roof. On November 17th, 2016, we were told they cannot find our current style roof. We were given a choice, pick a style we want, or terminate the contract. I talked over with my wife and we decided to terminate the contract. On November 18th, I called and told them my decision. They said ok, I just need to send them an e-mail stating that I wish to terminate the contract, and to detail how much they owe me, which I did. The e-mail detailed the amount they owe me, which is $25,the insurance check they cashed in May 2016, less $7,for the pergola they were not going to do they cut me that check in June, the remaining funds to be refunded is $17,907.14. I sent the e-mail that day and followed up with a phone call same day telling them the e-mail was sent. For the next month, I would call every day, and asked where is my money. I got the same story every time, they are working on it, it takes time, they need to contact insurance etcSo after a month of this, I decide to handle via Revdex.com.I expect this company to do what they said they would do, which is refund my money. They can cut the check to me or the insurance company I do not care. This issue will not be resolved until I get full refund of balance they own me in which they agreed to do. Meanwhile my roof leaks and is doing damage to my house every day that it rains. This issue has also been reported to the City of Richardson, as they have written me up to fix my damaged fascia board, but I can't because I'm being held hostage by this companyRegards,
*** ***

Hello, this particular customer was working with us to replace their roof and we experienced many delays throughout the process with them not being able to choose a productWe were unable to install a roof as they have kept bouncing between different roof systems, styles, and colorsWe offered to
install the roof they currently have on their house and ran into issues with that as well when our roofer went out to look at itHe was talked down to and called a liarWhen they would call they would ask when we were going to install the roof but we had no clue what product to install as they had bounced back and forthWe refunded $7k of the money for work that we weren't going to perform and when they had settled on a color we finally placed an order to the manufacturer and paid for this shingleThen we were told they were going to go with another roofThen they wanted to cancelOur front office told them they could send a cancellation but we need that within days of the contract being signed which was months agoThey have delayed this job numerous times and have our money tied up on a product we cannot install. If you have any more questions please let us know

Billy Ellis Roofing Response: The delay with the roofing being done is solely on the customer in this caseWe do hundreds of jobs a year with no issueThe customer went from product to product expecting us to start a roof before ever picking a productThen he would pick one that isn't made or did not come in the color he wantedOur goal is to start a customers roof as quickly as possible as it is not profitable for us to do otherwiseThe longer the delay we experience the less we make per jobThis job drug on with a lack of the customer being able to pick from Standing Seam, Steel, Aluminum, or stone coated steel (which they currently have)We have sent a few different people out to try and help the customer decide on a roof system as they didn't want the one they currently have reinstalledThen after we offered other products the customer was wanting a "kick back" for a difference in product styleWe explained we cannot do that we can only charge the insurance for what we install up to the cost of the current roofWe can install the same roof on the house currentlyThe brochures may not have showed their style but we can install that stone coated steel on their homeOur contractor was not able to explain this to them as he was called a liarWe will install the job or charge maximum appropriate cancellation fees.Sincerely,*** ***Billy Ellis Roofing*** * *** ***
*** ** ***Work ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I accept *** *** response to be my point of contact, and everything else he said in his response?
Regards,
*** ***

[redacted] brought this issue to our attention and we turned to our crew chief, [redacted].  He's been working on the house and says the customer is loving our hard work.  The job is not finished yet, but we are excited to report the outcome and the customers great review after completion. ...

We've been awaiting the completion to ask how things were handled and receive his two thumbs up approval.  =)     [redacted], BSBA General Manager Billy Ellis Roofing [redacted]  office ###-###-####   cell

Complaint: [redacted]I am rejecting this response because:Regards,
[redacted]
 Its disturbing that this company says one thing through their front office, then says another via here with Revdex.com, and continues to makes multiple false statements.  Is this how you treat a customer?  Long read below, because I have to correct all the false statements made. Terminating the contract was their idea, not mine. The front office offered that as an option (after talking to [redacted]) November the 17th, and I took them up on their offer. Cancelations fees were never discussed in that offer.  I did exactly what they ask me to do to terminate the contract, then I called them on a daily basis for a status, they always told me they were working on it (after talking to [redacted]), it takes time, but they never gave me a date when they would send me a check which was my issue and reasoning for filing this Revdex.com complaint (to hopefully get them to do what they said they would do), they never mentioned that there was an issue or that there would be termination penalties, and they had ample opportunities to do so.  3 months later they ([redacted]) brings up cancelation fees via the Revdex.com response. That’s not right.  Common business sense.  This is the real issue, the rest of my response is just correcting false statement they ([redacted]) made, that is not relevant, but I’m not going to let them BS.  They ([redacted]) said in his reply I asked for a “kickback”.   I’m not sure what you call it, but they offered me what they said was an “upgrade” (standing seam, Billy Ellis Shake), over my current roof (stone coated steel).  I asked if the upgrade cost was more cost to them, they said yes, I asked if I could have the difference if I go with my current roof to invest in my house, call that what you want, but I’m just trying to spend my money wisely on my house.  They said they can’t do that, and I said ok. They ([redacted]) said in his Revdex.com reply when the installer got to our house we talked down to him and called him a liar.  Another false statement.   Neither me or my wife have ever met this installer.  Here are detailed notes I took on this matter.  Monday Oct 17th, I told the front office that we wanted to go with our current roof.  But I wanted installer to come by and do a walk-through of what they were going to do, as stated in my contract and what the original sales person told me they would do.  A week later, Monday Oct 24th, I called to follow up, and they said they will arrange for the installer to call me.  On Thursday Oct 27th, they told me again installer will call me, no call yet.  Oct 31st, I talk to front office again, still have not heard from installer.  I asked what they are going to order, they said Decra Villa Tile Black, as stated in my contract as being my current roof.  When I looked at the decra website, Decra Villa Tile did not look like our current roof.  Thursday November 3rd,  I called the front office and told them this, and I asked has the order been place, they checked and said no.  I said installer needs to come out check and make sure they are ordering the same roof.  Front office agreed, said they will contact installer to come out.  Friday November 4th, front office called me, said they talked to the installer, he will come by Sunday November the 6th.  He never showed up.  Tuesday November the 8th I called front office and told them installer never showed, they said they would follow up with installer.   These are all detailed notes I took, leading up to up to November the 17th, the installer never showed up when he said he would, we never met him, instead he came by when we were not home, and dropped of a decra broacher which we already had.  At this point, my wife got involved and called the front office about the installer not meeting us, and installer told front office something that was not true and my wife told front office he was a liar but, she never talked down to the installer.  My interactions with the front office have been good, I have treated them with respect, and they have been professional with me, the issue is that front office says one thing, and management ([redacted], via this Revdex.com interaction) says another.Another false statement is “the delay with the roof being done is soley on the customer in this case.”  Ok, as already stated a documented here with Revdex.com, November 18th I agree to their offer to terminate contract, and 3 months later they renege on their offer.  So that is 3 months wasted,  had they told me about termination penalties I would not have taken that offer.   But lets take this from the beginning with the original sales person.  He sat in my dining room, said I need sign over $25k check to them, I said you are asking me to trust you, he said yes you need to trust me.  So I did.  During this time, these are all detailed notes I took:  April 25th we were to meet (to sign contract), he said his Dad was sick he could not make it.  No problem.  April 29th we meet and singed the contract.  They need to clear everything with Insurance.  June 6th he tells me insurance details worked out, this was a month here.  At this meeting, he said he can upgrade me to better roof options (standing seam, Billy Ellis Steel Shake, and Billy Ellis Aluminum Shake).  At this point, they gave me a lot to consider, required a lot of research on my part.   [redacted] says bounce all over the place, yes I did some bouncing.  Big deal, I’m spending $35k on a roof, a big decision here.  You would think there would be some understanding with such a big investment.  We end up not interested in their “upgrade” offers.  It took forever for him to get samples of these upgrades.  June 8th, he says he cannot make it, he has a migraine headack.  Tuesday June 14th he said his truck overheated.  Tuesday June 21st, he said he could come by, drop off samples (standing seam).  We agree on Wednesday night June 22nd, after 5:30 he said.  Wednesday June 22nd, 8:00pm he text me that he is running late, he will drop off samples on porch later that night.  Thursday June 23rd morning no samples, I text if he dropped them off? He said he would drop off that day. That night 6:17 he text said he got into a crash and totaled his truck.  Incredible.   We finally met, reviewed all of these excuses with him, I asked him face to face, I’m I to really believe all this?  His hands were trembling. And he said yes it is all true, I put my trust in him again.  But at this point, I am in research mode on the roof options offered.  I spent a lot of time researching standing seem.  They sent out a guy to explained standing seem to me,  this took probably 3 weeks to coordinate.  He was very good, but only had 2 years experience and could not answer some of my questions, namely about how the flashing was going to be done, he said I would need to ask the installer on that.   I spent a lot of time evaluating standing seam only to find out in the end that my wife did not like it, that is all on me.  Next we were interested in Billy Ellis Steel shake, we wanted black.  This was 8/29.  It took till Sep 27th for them to tell me they could not get Billy Ellis Steel shake in black.  At this point, I started getting little response form this sales person.  And October 11th is last I heard from him, and that front office would contact me, may sales person left the company and all his customers in a lurch, not just me.  From this point forward, I have been dealing with the front office which has already been discussed in great length. I am 55 years old, this is my 3rd real estate property, this is $550k property, I have dealt with many contractors including same type hail damage claim on another property with Bold Roofing.  Never had an issue, first time ever filling a Revdex.com complaint.  We would consider having Billy roofing resume their work with us if they agree with the below conditions that we have. These terms need to be stated so we can re-stablish communication and trust with the Billy Roofing once again.·         Who will be our point of contact?  Although front office is very professional in their communication, said action does not follow. I would like my contact be [redacted], he has yet to call me after several requests.·         What roof will be installed?  We understand now our current style roof is not available or can’t be found.  Contract says “Decra Villa Tile Black”, and when I called front office Oct 31st, they said this was what they planned to order.  This style does not match our current roof, but we are good with this.   Is the color really black?  I called Decra myself today, they said black has to be special ordered. I want to be clear on this before material is ordered.  ·         I want to do walk thru with installer on what they are going to do.  This is in the contract.  This has yet to happen.·         I want reasonable estimates on when roof will be installed.   I continue to operate in good faith with this company per our contract, but trust has been continually compromised, and I would rather cut bait and terminate contract as offered in November (by [redacted]). I welcome your phone call,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I accept [redacted] response to be my point of contact, and everything else he said in his response.  
Regards,
[redacted]

Billy Ellis Roofing Response:  The delay with the roofing being done is solely on the customer in this case. We do hundreds of jobs a year with no issue. The customer went from product to product expecting us to start a roof before ever picking a product. Then he would pick one that isn't made or did not come in the color he wanted. Our goal is to start a customers roof as quickly as possible as it is not profitable for us to do otherwise. The longer the delay we experience the less we make per job. This job drug on with a lack of the customer being able to pick from Standing Seam, Steel, Aluminum, or stone coated steel (which they currently have). We have sent a few different people out to try and help the customer decide on a roof system as they didn't want the one they currently have reinstalled. Then after we offered other products the customer was wanting a "kick back" for a difference in product style. We explained we cannot do that we can only charge the insurance for what we install up to the cost of the current roof. We can install the same roof on the house currently. The brochures may not have showed their style but we can install that stone coated steel on their home. Our contractor was not able to explain this to them as he was called a liar. We will install the job or charge maximum appropriate cancellation fees.Sincerely,[redacted]Billy Ellis Roofing[redacted]Work [redacted]