Complaints

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was going to work with this company to have my roof fixed. I’m a single woman in my 60s. Paid them $1,000 then had someone look into the contract. Villareal roofing lied about several things. They were charging $1500 per layer of shingle and said there were 3 layers. I had companies come out to check and they all said there were only 2 layers. Villareal was going to charge to put shingles on my patio but it has never had shingles so it was not necessary. The last thing they lied about for more money was a “required” asbestos survey that they were trying to charge $1800 for. Myself and my daughter reached out by email and phone calls only for them to be ignored. ******* ** (owner) called me to tell me a refund of my $1000 deposit would not be refunded. He was very aggressive and unprofessional.

  

  Business response

  05/20/2022

  The $1,000 paid was for the deposit per contract law. We identified 2 layers of composition shingle and notified the homeowner there is a possibility of 3 layers. We stated if we only identify 2 layers at tear off we will credit the 3rd layer. 

  
  

  We Provided a separate line item for torch down product on the flat roof patio showing 4 squares which is clear in our contract and is separate from the shingle line item price. We would never install shingles on a flat roof per manufacturers specifications.

  
  

  We did not lie about asbestos testing which is required by Air Quality Management District anytime we are demoing the existing roof. This is in Reference to Rule 1403 and is clearly stated in our contract as the first line item. The daughter contacted us via email stating she wanted to go with another contractor because they were not requiring the asbestos inspection. ******* ** authorized the reimbursement while ******* ** was on vacation but was unaware that Sr had went to the home 3 separate times to provide updates to the homeowner and provide color samples. We had also already started the county application process and because of the late notification of the cancellation we received a cancellation fee from the 3rd party asbestos testing company who was in route to the property before the daughter decided to cancel via email. Upon arriving back from vacation ******* *** notified the homeowner that they will be forfeiting their deposit due to the incurred expenses if they wish to cancel. The homeowner agreed over the phone and a follow up email was sent on 4/21/22 highlighting the agreement. The contract was signed 4/01/22 which was way passed the 3 day right to cancel. 

  Customer response

  05/25/2022

   I am rejecting this response because:
  
  
  

  An asbestos survey was to be done on 4/13/22 through Villareal but an email was sent on 4/11 to cancel the appointment (please see attachment 1) then again on 4/12 to confirm cancellation of this appointment (please see attachment 2) because I had not received a response related to this. I attempted to call their office on 4/12 from my home phone but no one answered. Their contract states all cancellations must be done via email so that’s why an email was initially sent. If they cancelled the survey when the person was in route on 4/13 then that is Villareal’s issue as far as payment to them. Cancellation of the appointment was done prior to 4/13. How could an asbestos survey be scheduled if a permit application was never filled out or signed by me? One was sent to me by ****** on 4/15 saying it was needed for a permit, by this time I had already asked to put the work on hold. 

  
  

  As previously stated, I went down to building and safety in San Bernardino and asked if an asbestos survey was needed for reroofing my entire roof, they stated it was not required. I took their word since any fines would come straight from them. ******* Jr stated they had received a fine in November 2021 for not doing an asbestos survey. If this is true, why wasn’t the asbestos survey listed on the first quote from January 2022? I have included this quote today (please see attachment 3 &4 ) It was not listed on any other quotes received by other California licensed roofers. 

  
  

  Villareal’s contract does not state “if they only find the roof to have two layers of shingles then the third layer would be credited” and it was never verbally stated. If ******* Sr is a professional he should know how many layers my roof had on it, he would not be guessing. This third layer mentioned above should have stated if a third layer was to be found then X amount would be the charge. Instead they actually charged the amount to the quote which is another fraudulent charge. 

  
  

  Homeowner did not agree to forfeiture of deposit. Homeowner was under pressure caring for 94 year old sick mother when ******* Sr called and rudely demanded to know why I wanted to cancel. I felt he was trying to intimidate me. I let him know I was busy caring for my mother and I couldn’t handle the matter at the moment. He stated his son ******* Jr (Villareal’s Operations Manager since roughly 2004) did not know what he was doing when he offered a full refund and he (******* Sr) would be sending over a letter for me to sign saying I forfeit my deposit. At no time in ******* Jr’s email (see attachment 5) where he stated a full refund was going to be given did he state any expenses had been incurred. His email was sent on 4/21. 

  
  

  The aluminum patio in the backyard is still brand new and is all aluminum from top to bottom (please see attachment 6). Attachment 6 is the contract from the patio that was just done 3 years ago. It does not need any work done on it. Their quote stated two separate charges for tearing off material from my patio. One charge for $1,920.00 is listed as “tear off 1 layer existing flat roof material”, the second charge of $240.00 was for “tear off 2nd layer flat roof” but there is nothing to tear off. They are falsifying the quote. This is another fraudulent charge! Again, the patio is all aluminum, nothing needed to be torn off of my patio. I have also included a drone picture of my roof/patio taken on either 5/3/22 or 5/4/22 prior to any work being done on it. (please see attachment 7). 

  
  

  On April 15th an email was sent to Villareal asking what the cancellation policy was. Another email was sent on 4/18 asking what the cancellation policy was again (please see attachment 8). 

  
  

  On 4/19 a third email regarding the cancellation policy was sent to two email addresses.  No one got back to me. (Please see attachment 9) 

  
  

  On April 21, a response was still not received regarding the above mentioned 3 emails so a call was placed to the office at 1:36pm. (Please see attachment 10). Later that day ******* Jr emailed back stating a full refund would be given. 

  
  

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