Complaints

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Georgia Roof Advisors installed the incorrect color roof on my house on 2/29. Their sales rep **** made the color error after he knew the color we wanted was dark gray & he had the right color (Charcoal) in the first contract he sent us. We added an attic fan to our install, then unbeknownst to me, **** changed the color (to Pewter) on subsequent documents which are the ones I signed. On 3/1, I alerted them that the color was wrong. Via text, **** apologized and said he didnt know how he got the color wrong the second time. When I asked their customer service rep ******* how the color changed in their CRM when the only thing that should have changed was the addition of an attic fan, he said human error. In pricing out options to get the color fixed, ******* quoted $11k for compete redo, $7.5k for reusing some materials and option 3 roofover. Next step was to talk with the owner ***** Gasson, who on March 7 offered me a $1,000 discount over the phone & would email me pricing for option 3. The emailed I received was $12.4k for a complete redo & $11.6 for reusing materials, When I questioned the difference in quotes, ***** came back & said ******* didnt include insurance, project management costs, etc; but also reusing materials was not an option and now the only option was a complete redo at $12k. I also asked about the $1k discount and ***** answered that was intended to help with the cost of painting the siding, which was an option to help the roof match the house. This company made a huge error & has given me the run around on pricing related to fixing their error. There is shared responsibility here, even though their rep got it right the first time and the contract should have stayed correct when the color never changed. The company seems to only have their own profits and commissions in mind and not doing right by their customers. My only option now is to paint the siding to try to make this silvery blue roof less bad on my red brick house.

  

  Business response

  04/11/2024

  Please see facts below in relation to the scenario:

  • What she is calling the first contract he sent us, that was a quote, not a contract and they were still discussing between the two colors at the time
  • When she signed a contract 2/13/2024, the color agreed was Pewter Gray, she initialed the color on the contract.
  • She then cancelled the contract and negotiated the price down. She resigned on 2/16/2024 and again initialling the color Pewter Gray color was acceptable.
  • We installed the roof 2/28/2024.
  • She was at her house on the day of installation and looked at the installation of the shingles a number of times but didnt alert us that it was not the color she was expecting.
  • We were alerted by her that it was not the color she was expecting on 3/1, this was after the installation of the roof
  • The customer made an error signing TWO contracts with the wrong color, her explanation was that she was distracted in the car when she signed and didnt review the contract
  • We do have sympathy and empathy for the customer and offered $1,000 but it is a customers responsibility to check a contract for the color, it is not our fault that they didnt check the color on two contracts that they signed and where they initialed next to the color twice too.
  • We have internal controls to ensure that we install the right color on peoples homes, this doesnt fall under those controls, we installed exactly what the customer signed and initialed for twice.

  If you need any more information please dont hesitate to ask?

   

  Kind regards

   

  *****

  

  Customer response

  04/18/2024

   
  Complaint: 21450243

  I reject their response because it contains false and untrue statements.  I have outlined further details to each of their responses below.  There were errors on both sides with this issue.  First error is their employee messed up the color on the documents (and admitted it), second error is I assumed the second and third documents had the same information as the first and so I signed them.  There should be shared ownership to fix the problem.  However what is very concerning, even more than the run around on pricing they gave me for the fix, is now their response has outright lies to cover themselves.  
  
  - What she is calling the first contract he sent us, that was a quote, not a contract and they were still discussing between the two colors at the time.

  First, regardless of what they call their documents (estimate vs contract), all of the documents from Georgia Roof Advisors look the same, with the same number of pages (7), job specifications on page 2, initialing on page 3 and with signature lines on page 4.  They are all titled proposal.  Their first proposal had the correct color in the 23+ lines of job specifications.  I printed and my husband and I read it word for word. The second and third proposal had the  color changed and incorrect color added within the 23+ lines of job specifications.  These second and third proposals are the versions they sent to me electronically (same manner as the first proposal) and I electronically signed.  Because the first page of 23+ lines of job specs of every subsequent proposal should have been exactly the same as the 23+ lines of job specs as the first proposal they sent me, there should not have been any changes to the first color on the first proposal they got correct.  
  Second, the owners claim Still deciding on color is absolutely false.  We have a color palette we chose for our house when we got it painted in 2021. The image is attached. The roof color is very dark gray.  This is the only color we wanted and discussed with ****, and the charcoal option he had was the closest match to our color palette.  There was never any discussion or deciding, we knew before even selecting a roofer that we wanted a dark gray roof.

  
  - When she signed a contract 2/13/2024, the color agreed was Pewter Gray, she initialed the color on the contract. 

  There are no initialing next to colors in the contracts.  There is initialing on page 3 that I understand the additional charges that could occur at time of installation.  Their employee changed the color in the 23+ rows of job specs on page 2.  He admitted this error.
  - She then cancelled the contract and negotiated the price down. She resigned on 2/16/2024 and again initialling the color Pewter Gray color was acceptable. 

  No initialing involved.  The color was right the first time.  When the second and third time were presented I scrolled past the job specifications section to the initial/ signature lines because there should have never been a change to this item that was never in question.  ******** was picked from the start.
  

  - We installed the roof 2/28/2024.  Date was 2/29/2024.
  - She was at her house on the day of installation and looked at the installation of the shingles a number of times but didnt alert us that it was not the color she was expecting.

  The leaving a number of times is entirely false.  I was home and left the house 1 time at lunchtime. In the contract and preparation documents, they actually request that you actually limit traffic because of the work zone when a roof is installed. I texted their project manager that I was leaving so I wouldnt interrupt their work.  So its an outright fabrication that I left a number of times.  I also have cameras and show that I only left once. I did take a picture, and there were not enough shingles installed at that time to tell it was the wrong color. Picture and time stamp attached. 

  
  - We were alerted by her that it was not the color she was expecting on 3/1, this was after the installation of the roof.  They finished at dusk on 2/29.  I noticed the next morning 3/1 at **** and texted **** when I arrived at work to ask if it was charcoal and let him know it was lighter than I was expecting.  That is when he said he made an error and that pewter gray had been installed.

  
  - The customer made an error signing TWO contracts with the wrong color, her explanation was that she was distracted in the car when she signed and didnt review the contract. 

  Yes, I was in my car when I reviewed the proposal when it was time to sign.  I scrolled past the page of job specifications because it visually is exactly the same as the first document they sent me that was correct.  There should not have been any change to the job specs page!  I scrolled to the signature pages because I trusted their process that the first color and all job specifications were the same as the first document they sent me.  I did not look at color line or any of the other project specifications the second and third times because it looked like the exact same proposal that he sent the first time and there should have never have been a change to this line.  I should have read all 23 rows of job specifications again.  But their employee made an error and admitted to the error when he changed a job spec.  There is shared ownership in this error.

  
  - We do have sympathy and empathy for the customer and offered $1,000 but it is a customers responsibility to check a contract for the color, it is not our fault that they didnt check the color on two contracts that they signed and where they initialed next to the color twice too. 

  It the fault of your employees error and your process is lacking something that captures the sales meeting.  How is a customer supposed to know the industry jargon that takes up the whole job specs page of the document is exactly what was discussed in a 15 minute meeting?  I read through the first proposal, the second and third which have the exact same job specs should have never changed the color but it did and your employee admitted to the error.  $1000 doesnt repaint my house.  ** asking for you to split the cost of repainting my house because both sides have responsibility for this ugly silver roof on my house. 

  
  - We have internal controls to ensure that we install the right color on peoples homes, this doesnt fall under those controls, we installed exactly what the customer signed and initialed for twice. 

  They do not have internal controls to capture the customers choices during the sales meeting were captured correctly.   Their sales person made an error, admitted the error, their customer service manager admitted there was human error, and the owners are refusing to own up to it.   Something went wrong in their process from the salesperson taking the correct notes, getting the right color in the first proposal, and not getting the right color in the second and third proposal that got sent for signature.  Hopefully they will learn from this and know that truly all Details Matter and amend their process to be sure the customers wishes are captured correctly.
  
  
  Sincerely,
  
  *********************

  

  Business response

  04/25/2024

  We are a small business and we thrive off referrals and endeavor for our customers delighted with their beautiful new roof so are very disappointed with this scenario you don't like the color as we made sure we did what was contractually signed for.
  
  The contract was signed twice with the Pewter Grey color. We are not responsible for mistakes on signing this legal document, it is the customers responsibility to make sure that it meets their requirements/expectations (including the color). We have since made it even more obvious on our contracts even though it has never happened before.

  The work performed was completed professionally and to a very high standard as contracted. At the end of the day our project manager walked around the house with the husband to ensure they were happy with the work, and we were given the check for the final payment. 

  I've attached a photo of the before and after and an after shot from the front corner for the record of what it looks like
  
  We have reached out to you (the customer) to discuss this complaint further on the phone but haven't had a call back yet and are also happy to go to Mediation with the BBB if you (the customer) does not wish to discuss it directly with us?

  Customer response

  04/30/2024

   
  Complaint: 21450243
  
  I am rejecting this response because the business will not return my phone calls.  ************************* called me on Tuesday April 23rd at 4:18pm and left a message referencing the BBB and the owner ***** and that he was calling to  "hopefully work out a resolution".  I returned his call on Wednesday 4/24, Thursday, 4/25 and Friday 4/26; leaving voicemail messages on Wednesday and Friday, to which he has not called me back.  I do not feel like this business is actually trying to find resolution here.  I am happy to take a phone call to work out a resolution if they would call me back.  I work full time and not always available during a standard business day, so when I called ******* back I left times of day (large multiple hour blocks) that he could reach me via return call, but he has not tried to do so.  Again with the disappointments from a business I thought I was picking for high caliber work and interactions.

  Since they have provided additional details in this latest response, I will respond to those as well.

  - Yes, my husband walked around the house after the completion of the project.  Along with the project manager he reviewed the crew's cleanup was satisfactory and that none of our landscaping and gardens were damaged. It was dusk when the crew finished, and cloudy, at the time of this walk around.  There was not stepping back from our 2-3 story house to review the roof color.  We were under the impression that **** had gotten the color right in our contract (again, because the first document was right and we never waffled on wanting charcoal), and only when the sun came up the next morning did we question the roof color and learned of ****'s error, and it was then that he admitted they installed the wrong color.

  - The after picture provided by the company was taken at the completion of the project, at dusk on a cloudy evening.  ******* taught me in our early calls that clouds, sun orientation, and time of day can impact how a roof looks.  Therefore I am providing a picture of the pewter color and what it looks like during daylight hours on my house.  I am also providing the color we ordered which was Timberline HDZ Charcoal.  The contrast of what we ordered and what their sales rep got wrong are vastly different.

  
  Sincerely,
  
  *********************

  

  Business response

  05/13/2024

  Unfortunately ******* had to go out of town when the customer was trying him, we have since spoken to the customer on the phone and are discussing the situation

  Customer response

  05/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩