Complaints

This profile includes complaints for The Ambassador's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Ambassador

  700 Highlander Blvd Arlington, TX 76015-4330

  
• 

  The Ambassador

  3909 Shady Valley Arlington, TX 76013

  

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:02/24/2025

  Type:Order 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.

  On 2/17/2025 we sought out a roof contractor. ******* was introduced to us by our original roofer, ******* **********, ******* represented himself as a businessperson in good standing BUT had the contract notarized by a family relative in lieu of an unbiased third party. This was the first point of concern. The contract stated it could be terminated in writing within 3 days.Later that evening I began getting several text messages from both ******* and *** stating that they fired one another. *** stated he fired ******* and ******* stated he fired ***. *** stated he wanted me to terminate the contract because ******* just wanted to file suite for fraud. ******* stated that *** was on drugs and just wanted to cut corners.For the next 3 hours ******* hounded me for my credit card information so he could receive payment prior to our contact being submitted to the mortgage company.******* submitted half of the documents requested by the mortgage company but none of them were accepted due to being illegible. ******* attempted to submit more clear copies to my mortgage company but still did not submit the W9 documents. After review of the contract I found that the dollar amount agreed to was different/higher than what I received from my insurance company and my legal name was misspelled (which should have been caught by an accredited notary).Between the documents no being submitted properly, the numerous unprofessional text messages, the terms of the contract and the biased notary I decided to terminate the contract on 2/19/2025. At first ******* agreed and stated he would write a more binding contract. When I declined ******* got threatening, he stated I was committing fraud and that I was refusing to pay a deductible and was committing a felony. He further went on to allude that he was a Navy seal - I took this as some sort of physical threat to me.After i sent a written letter of termination ******* made comments defaming my wife and myself.

  

  Business Response

  Date: 02/24/2025

  Response to BBB Complaint Regarding Roofing Contract ************************ ******
  Thank you for reaching out to us regarding your concerns. We appreciate the opportunity to address the matters you have raised and clarify our position based on both Texas state law and the Better Business Bureau (BBB) policies and procedures.
  1. Notarization of Contract by a Relative
  Texas law does not prohibit a notary from notarizing documents for a relative, but it does discourage it in certain situations, particularly if there is a conflict of interest. However, in our case, the notary served only as a witness to signatures and did not have any financial or controlling interest in the contract. Furthermore, notarization is not a state requirement for this contract, as was explained to you at the time of signing.
  BBB guidelines focus on transparency and fair dealing, and we uphold those principles by fully disclosing the relationship between the notary and our company prior to the signing. You voluntarily signed the contract, which indicates that you understood and accepted the terms at the time.
  2. Three-Day Right to Cancel
  Texas law under Tex. Bus. & Com. Code ******* (Home Solicitation Act) gives homeowners a three-day "cooling off" period to cancel a contract only if the contract was signed at the consumers home or a location other than the contractors place of business. If your contract was signed in accordance with this law, your cancellation within the three-day window would be valid, and we would acknowledge it. However, if the contract was signed at our office or a business location, this rule would not apply.
  3. Dispute Between Sales Associates
  The employment dispute between the involved sales associates is an internal matter and does not affect the validity of your contract with us. Any alleged personal disagreements between former employees do not change the fact that:
  You entered into a legally binding agreement.
  The contract outlined all terms, including the requirement to pay the deductible before work begins.
  4. Deductible Requirement and ****************************************** Code ******* makes it illegal for a contractor to waive, absorb, or rebate an insurance deductible. Contractors must require property owners to pay their deductible before work begins. Any agreement to "exchange" cash for a deductible check would constitute insurance fraud, which we strongly oppose. This is why we immediately terminated our association with the individual involved in this suggestion.
  Furthermore, under Texas Penal Code *****, insurance fraud is a criminal offense and carries serious penalties, including felony charges if the fraud involves a claim over $2,500. The suggestion that our company alter financial transactions to avoid deductible payment or to secure a higher insurance payout could implicate conspiracy to commit insurance fraud, which is a felony under Texas Penal Code *****.
  According to Texas Penal Code *****, a person commits criminal conspiracy if, with intent to commit a felony, they:
  Agree with one or more persons to engage in conduct that constitutes the offense.
  One or more of the persons performs an overt act in pursuance of that agreement.
  Since the homeowner and the sales associate had a prior relationship and proposed a cash exchange for deductible payment, this situation raised serious legal concerns. This was reported to the ***************************** **************** and to the *****************************************
  Your refusal to pay the deductible raised concerns about potential fraud, particularly when you continued to ask for document submissions to your mortgage company but refused to discuss deductible payment obligations.
  5. Contract Dollar Amount
  The dollar amount listed in your contract was taken directly from the insurance scope of work provided to us. We did not increase, alter, or misrepresent any financial details. The insurance companys estimate is the basis for the contract price, and we cannot legally inflate or adjust it outside the agreed-upon scope.
  Additionally, your name misspelling was an administrative error that did not affect the validity of the contract. Had you brought this to our attention prior to termination, we would have corrected it.
  6. Document Submission to Mortgage Company
  You claim that submitted documents were illegible, but we made multiple attempts to provide clear copies and correct any issues raised. However, we are legally required to withhold documents from submission if they could be associated with a potential fraudulent claim.
  7. Alleged Threats and Defamation
  At no point did our representative threaten you. The reference to military service was not meant as intimidation but as part of a professional background statement. If you interpreted this differently, we regret any misunderstanding.
  Regarding alleged defamatory statements, we categorically deny making any inappropriate or defamatory comments about you or your spouse. If you believe otherwise, we encourage you to provide specific documentation.
  
  Conclusion
  We acted within Texas law and BBB ethical guidelines.
  Your contract required payment of the deductible before work could begin.
  The dispute between sales associates is irrelevant to your contractual obligations.
  Any refusal to pay a deductible while attempting to claim full insurance benefits raises serious legal concerns.
  Texas Insurance Code ******* mandates deductible payment.
  Texas Penal Code ***** and Texas Penal Code ***** outline potential fraud and conspiracy charges.
  This case has been reported to the ***************************** and the **************************************** for further investigation.
  We regret that you have chosen to escalate this matter but stand by our actions as lawful and ethical. If you wish to resolve this amicably, we encourage you to contact us directly.

  Sincerely The Ambassador

  Customer Answer

  Date: 02/25/2025

  Complaint: 22975058
  
  I am rejecting this response because:

  Ambassador requested documents that proved 'less than professional' behavior. The photo of seal team insignia was sent directly to my cell after he made the comment regarding breaking a guy's legs. This was not part of any background information.

  He also failed to mention that he was willing to take funds for a roof that he himself stated "There is no damage" too.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 02/26/2025

  Mr ***** *******, 

  The  continued harassment of our company does not serve you well.  Our founder includes SEAL TEAM 2 patch on most all his correspondence; however, the reference you are making has been taken out of context. What our founder actually stated was that if he were a younger man, and had witnessed the inappropriate behavior your wife exhibited toward your associate *****, he would have responded differently.

  
  To clarify, I was also present, and I personally witnessed your wife attempting to flirt in a highly unprofessional and inappropriate manner with him and myself. Frankly, it was both distasteful and unprofessional, and I found the lack of morals on display to be appalling.

  
  That being said, the more pressing issue here is your attempt to involve my father in both insurance fraud and mortgage fraud. These actions have been documented and reported to multiple enforcement agencies. Perhaps, instead of making baseless accusations, you should address your own legal and ethical failings. Here is a list of charges we have filed. 
  

  Falsely using our companys name to secure business under fraudulent pretenses

   Attempting to commit insurance fraud by conspiring with a homeowner to fabricate a deductible payment.

  Committing mortgage fraud by misrepresenting contractor information to mortgage companies to release funds.
  Conspiring to commit fraud in coordination with one another, as seen in the ********, ** case involving ***** *******.
  Interfering with our business operations by misleading customers and fraudulently representing themselves as legitimate contractors.
  Potentially committing wire fraud by using electronic communication to facilitate fraudulent transactions.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair 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.

  4/11/24 I gave $8,000 to get started on a new roof. I have yet to receive anything but excuses why nothing has been done.

  

  Business Response

  Date: 08/23/2024

  Dear BBB,
  

  
  We are writing to address the complaint submitted by Mr. ************************** in which he claims that he paid $8,000 for roofing services and has not received any service. This claim is misleading and does not accurately represent the full scope of work that we have undertaken on his behalf.

  
  Overview of ************ and Responsibilities:

  
  As a professional roofing contractor, our role extends far beyond just the physical labor of installing a roof. We are highly experienced claim handling specialists, tasked with managing and navigating the often complex insurance claims process on behalf of our clients. Our work begins long before any physical restoration takes place, and it involves several key roles and responsibilities:

  
  Chief ******************************************** Oversees the entire insurance claims process, ensuring timely and correct processing of all claims.
  Team Leadership: Guides the claims team, providing the necessary resources to secure successful outcomes.
  Procedure Development: Develops and refines procedures to enhance efficiency and compliance.
  Resolution Oversight: Ensures claims are resolved in the best possible manner, maximizing benefits for both the client and our company.
  Director of Claims and Supplement Recovery:nd processing of supplemental claims to cover additional costs or damages not included in the initial claim.

  Negotiation: Leads negotiations with insurance companies to secure the highest possible recovery.
  Adjustment Management: Oversees necessary adjustments to claims, ensuring accurate reflection of damages and full compensation.
  Maximization of Recovery: Works strategically to maximize financial recovery through detailed documentation and skilled negotiation.

  
  Director of Project Management:

  
  Project Planning: ********************** plans aligned with the scope of the insurance-related work.
  Execution Supervision: Ensures projects are completed on schedule and within budget.
  Monitoring and Reporting: Continuously tracks project progress and adjusts plans as necessary.
  Completion and Compliance: Ensures all projects meet required standards and comply with regulations and insurance requirements.

  
  Specifics of ****************** ******************************************************************************* claim was initially denied, prompting us to step in and advocate on his behalf. We conducted multiple reinspection's and engaged in extensive negotiations with his insurance company, starting on April 7, 2024.
  These efforts spanned several months and ultimately led to the insurance company agreeing with our assessment of storm damage in June 2024. This critical work paved the way for the eventual restoration project.

  
  Deposit and Deductible Responsibility:

  
  **************** provided a deposit from the first insurance check, which was necessary to initiate the claim process.
  However, he has not fulfilled his contractual and legal obligation to pay his insurance deductible of $2,120, which is a prerequisite for moving forward with the actual restoration work.

  
  Legal Obligation to ************* Deductible:

  
  Under Texas law, specifically Texas Insurance Code Section *******, homeowners are required to pay their insurance deductible before insurance funds can be disbursed for any repairs or restoration. This law explicitly states:
  A person insured under a property insurance policy shall pay any deductible applicable to a first-party claim made under the policy.
  It is illegal for a contractor to waive or assist in evading the payment of this deductible. From day one, **************** was made fully aware of this requirement.

  
  Efforts to Resolve the Issue:

  
  In an effort to assist **************** in meeting this legal obligation, we offered him the opportunity to earn his deductible by working with our sales department. This role, while unconventional, would have allowed **************** to offset his deductible legally through commission-based work. Despite this good-faith offer, **************** has declined to participate and delayed signing the necessary contract until August 8, 2024.

  
  Breach of Contract:

  
  On August 20, 2024, we issued a formal notification to **************** that his failure to pay the deductible constitutes a breach of contract. It has now been over three months since we began managing his claim, and without the deductible payment, we are legally unable to proceed with the restoration project.

  
  Conclusion:

  Our company has invested significant time and resources into managing ****************** insurance claim, a critical part of our service that goes beyond just the physical labor of roofing. His failure to meet his legal and contractual obligations has prevented us from moving forward with the restoration work. We ask that the BBB consider these facts when reviewing the complaint and acknowledge that the delay in services is due to ****************** non-compliance with Texas state law.

  
  We remain committed to resolving this matter as soon as **************** fulfills his obligations. Until than he is in breech of both the law and the agreement between he and the company signed by himself. .

   

  A side note for all parties involved in this industry. Most Roofing Contractors are small mom and pops. It is difficult for them to say NO to a paying project even when the property owner refuses to pay their obligatory deductible. And the law is written to punish that contractor not the homeowner. Where homeowners fail to understand is that when they send over the receipt of completion that asks for the full amount the insurance budget. That includes the deductible in the stated gross budget. If that deductible wasn't paid a felony Insurance Fraud is now being committed./ North Texas homeowners, reading this. First off you know when you sign for your insurance policy what your deductible you agreed to pay is. Now, you expect your contractor to be honest and yet those of you that do not pay your deductible are contradicting yourselves by 1 asking that contractor to commit a crime and 2. stealing money from the family of that contractor.  . 

  Customer Answer

  Date: 08/23/2024

  Complaint: 22182980
  
  I am rejecting this response because: My deductible was included with the initial deposit, in which I never received a receipt for.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 09/02/2024

  We are writing in response to the complaint filed by our client, [Client's Name], regarding the payment of his deductible. We appreciate the opportunity to clarify the situation and provide the necessary details to resolve this matter.
  Background and Clarification on Deductible Payment

  
  Our client has raised concerns stating that he paid his deductible with the first check provided to us. However, we would like to clarify the situation. The first check received from the client was for an amount that covered the entire project budget. As is customary and in line with industry standards, we advised the homeowner to retain a portion of this first check and to provide us with $8,000. This amount was derived solely from the initial insurance disbursement and was not designated as the deductible payment.

  
  According to Texas state law, and standard industry practices, the deductible must be paid separately and must reflect the exact amount of the deductible as outlined in the insurance policy. This practice ensures compliance with the legal requirements and provides clear and transparent accounting for all parties involved.

  
  Efforts to Accommodate the Client

  
  We understand that our client was not able to pay the deductible at the time of the initial transaction. To accommodate his financial situation, we have allowed additional time for the payment of the deductible during the ongoing claim handling process. Throughout this period, we have continued to provide necessary services, including:

  
  Reinspection of the property to assess any additional damages

  Material misclassification testing to ensure accurate billing and compliance

  Insurance consultation, including discussions with his insurance company regarding the damage, material evaluations, and overall claim processing

  
  Despite these efforts, the deductible remains unpaid.

  
  Conclusion
  We are committed to working with our clients to ensure that all financial obligations are met in a manner that is both fair and compliant with legal requirements. However, it is crucial that the deductible, as required by law, is paid separately and in full to move forward with the project.

  
  We hope this clarification resolves any misunderstandings and provides a clear perspective on our efforts to support our client while adhering to industry standards and state laws.
  Please feel free to reach out to us if any further information is required. Attached is a screenshot of all contracts given to clients day one. it  outlines payment terms.