Complaints

This profile includes complaints for Excel Roofing Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Excel Roofing Solutions, LLC

  2638 Willard Dairy Rd Ste 102 High Point, NC 27265-8236

  
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  Excel Roofing Solutions, LLC

  3980 Premier Dr Ste 110 High Point, NC 27265-8409

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approached by an employee while outside **** ******* **** this afternoon on my one day off with my little girl. The employee was with his two little boys. He said he needed to talk to me about by the roofing job. I said sure, call me tomorrow. He insisted to talk now with our children present. I politely gave him a couple minutes as he searched for files on his phone. I asked him to send them to me. He became argumentative and pursued my daughter and I into the mall upsetting my child and I could see his boys reaction also. It completely spoiled the one day I have with my child this weekend. I’m not sure if this complaint will have a time stamp, but it’s 1:43am as I have not been able to sleep.
  I intend to go visit the manager/ceo of the business in the morning and also file a formal complaint.
  Thank you very much for your time and consideration.

  

  Business Response

  Date: 01/04/2023

  Mr. ******** has an outstanding bill from our company Excel Roofing Solutions. The bill is over $5,000 for work performed at his property. Mr.******** has refused to pay the outstanding amount even though several attempts have been made to collect the overdue payment. Mr. ******** signed a contract with our company and is fully aware that this money is owed. After we had made numerous attempts to reach out to Mr.******** and try and figure out a payment plan for him, he refused to speak with us and gave several excuses as to why it was never a good time to speak. 

   

  Please note that we are a small business and as I am sure you are aware of, it can be difficult for small businesses to make decent profits. We work hard for every job we get and we need all the funds agreed upon to keep our business going. With this in mind, one day I, Miguel ***********- part owner of Excel, was at a mall entrance with my two children. I happened to see Mr.******** and thought it would be a great opportunity to speak with him face-to-face. There can always be some miscommunication over the phone so I figured it was a good time to say hello to him and just ask him if he had received my messages. 

   

  I was cordial and friendly to Mr.********, greeted him, and asked him about his outstanding balance and let him know we could not reach him over the phone. Mr. ******** replied that it was not a good time for him. Please keep in mind, it was never a good time for him. My response was that I had been trying to get in touch with him for 7 months and he was never able to speak. I let him know our company needed to get the final payment for work that was completed. Mr. ******** replied that he had paid us everything already. I kindly let him know he still owed $5,000. I pulled out my phone and sent him the forms so he could see what I was referring to. I let him know it was important for us to close his file and receive payment for work that was completed. 

   

  Mr.******** became furious and started to yell at me as he walked into the mall. Keep in mind I was with my two small children and had been polite with him the entire time. He yelled something to the effect that his nephews were lawyers and he would "nail Excel". I walked behind him in disbelief of his behavior. I followed him into the mall because I didn't want my children to have that situation become a memory for them or for them to think it was okay to allow people to treat them badly and I wanted to make things right. As I walked behind Mr.********, I told him we could set up a time to speak in private.  He calmed down and agreed to arrange a time to meet. We both went our separate ways after leaving on a good note. 

   

  Later on, I received a message from Mr.******** asking for our company's address. He said he did not want to meet with me but with someone else. I set up a meeting with another Excel representative. Mr.******** cancelled that meeting and gave more excuses. He has yet to return any other attempts made to speak with him. As a result of this, Excel Roofing Solutions had to put a lien on Mr.********'s property. This is more than likely why Mr. ******** is upset. He doesn't want to pay us the amount he knows is due. Therefore he is looking for a way to tarnish our reputation and hurt us as a business. 

   

  Our company works on good fate. Mr.******** called us for our services, we did the work agreed upon per the signed contract, and we did not receive final payment. This has been very frustrating to deal with. When we have homeowners that don't want to pay after we do the work, it makes it difficult to keep our doors open.

   

  I don't understand why Mr.******** is writing a complaint if we're the ones who are paying for labor and materials on a roof that he now owns. It seems to me that Mr.******** is looking to take advantage of the "the customer is always right" mentality. He knows what he is doing is wrong. He knows not paying us is wrong. He doesn't seem to be a person of good conduct that would care to do the right thing. I have saved messages, call logs of us reaching out to him, and other documentation I can provide to back up our side of the story. We also have a picture report of the installation, detailed estimate, and the contract Mr.******** signed along with a roofing agreement.

   

  Negative messages like this one will prevent us from getting future business from honest folks in our community. I don't think it is right for us to lose business because we ask to be compensated for a job that was completed.