ComplaintsforAllphase Restoration and Construction, Inc

• Initial Complaint

  11/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is ****** *******. Im filing this complaint on a behalf of my father ****** *******. We came across this company when their employee came knowing on our door telling us that theyd inspect our roof for free and we let them. Turned out we need a roof replacement, they told us that we will open up a claim with our insurance and they will cover. My father doesnt speak English and the agent that came to our house and explained everything is all aware of this. He is the one who helped to make a claim with the insurance. I was there on some days to interpret but not always. The day my father receive the claim report back from his home insurance, the agent came to our house and explained the expenses that the insurance will cover. That day I was there to translate whatever the agent said. The agent told me to translate to my father that our insurance will cover everything except for $1000 which is a deductible. My father felt that $1000 is a lot for him to pay so the agent said if we leave a review and put their companys signs on the yard they will reduce the price from $1000. He also said theres a work that he will not have done so that way the amount of reduced and it was reduce to $300 which we paid. Work has been completed and father signed satisfactory certificate. Their company is now calling us to pay $3598. This is the 700 remaining deductible and turned out that agent interpreted wrong about the insurance claim and insurance wont pay the depreciation. We would not have replace our roof if he had told us we had to pay this much of amount. Now that agent doesnt pick up the calls, write back to emails, or text. The person from billing department is threatening to put a lien on the property and hes not willing to bring the agent that explained wrong information to us. Hes putting the fault on my father and the insurance when the actual fault is their agent explaining information wrong. When I asked to talk to someone in the legal team they hung up.

  

  Business response

  11/05/2024

  Unfortunately, Allphase does not determine policy as this is a conversation that should have taken place with the customer and their insurance adjustor. The customer has an ACV policy, which there is no way of knowing this as a contractor. We did credit the deductible in exchange for advertising with signage. Allphase is more than willing to work with you regarding final payment. There are finance options available as well as a payment plan. Let us know how you would like to proceed. 

  Customer response

  11/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22503804
  
  I am rejecting this response because: as I mentioned in the complaint that the agent from all phase had the copy of what was received from insurance and from the claim received back it was clear that they will not be paying the depreciation amount which I only get to know this after being on a call with them after all phase asked for the extra amount. So all phase was well aware of what the insurance will be paying but all phase agent gave the wrong information and interpreted the claim document that was received wrong. They misinterpreted what was written when the insurance clearly says they will not pay. The problem here is if they were to explain this is what the insurance said then we would have not done the roof replacement but they even after reading the document that said we will not pay this amount they still mis explained to us. Why are they even on the business if they are explaining their customers wrong and blaming the insurance company here instead of admitting the fault of their agent and take the responsibility. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  09/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Work was done on August 10th,2024 and August *******.I was charged for 3 days of work,when in reality it was less than two. Also the square footage of my basement was incorrect. The verbal estimate I was given was much lower than the final cost. The amount and time of work involved less than 3 hours total

  

  Business response

  10/07/2024

  Response to complaint: Allphase provided services starting on Aug 10th - Aug 13th. We have documented at least 3 days of moisture logs with the last day being the 13th. The amount of time on site collectively is a lot more than the hours stated in the complaint. Example: if we had 4 technicians on site for 3 hours, the total hours billable would be 12 (4 @ 3 hours = 12). Travel time is also billable with a documented 3 trips to your home. Our prices are also broken out per piece of equipment with its own daily charge. It does appear that the bulk of your charges was for the equipment rental portion. I do believe you were paid out by tour insurance carrier for work performed as our records indicate your account being paid in full. 

  Customer response

  10/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22352497
  
  I am rejecting this response because: The 3 days include the 10th,which was when they came to my home for an estimate. at that time the estimator verbally said it was a small job and should be between $3000-$5000. The crew came on Sunday to set up[ the fans at 6:30 pm. Only the supervisor spoke English and I don't believe that I should be charged for that. I am not sure what the Cleaning technician after hours was in regards to.  The attachments also show that their drawing of my basement was in error. Thank you for your time and consideration

   

   

   

  
  Regards,
  
  ******* ****

  Customer response

  10/14/2024

  the amount charged by Allphase was $7942.00.  ******************** stated that they believed the amount of damage was $4900. After my deductible, I was sent a check for $4228.I now have to pay $3700 out of my own pocket. Allphase has already been paid,as I don't want my credit rating to be affected by this matter.

  

  Business response

  10/25/2024

  
  ---------- Forwarded message ---------
  From: **** ******* <**************************************>
  Date: Fri, Oct 25, 2024 at 2:03 PM
  Subject: Re: BBB complaint ******** ******* ****
  To: ***** ***** <***********************************************************************************>
  
  
  ******* **** paid her invoice in full. She does not have a balance due. Her insurance company did not pay our invoice for the full amount and left her with a balance that she was responsible for. I understand her frustration as this happens a lot. 
  
  
  
  Allphase Logo Vertical 145x111.png **** *******
  Allphase Roofing & Restoration
  p: ************
  m: ************
  a: ***************************************************************************************
  w: ************************************* 
  e: **************************************

  Customer response

  10/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22352497
  
  I am rejecting this response because: All the company stated was that they understood my frustration. They did not deal with the discrepancy in the square footage of my basement,which made a difference in the amount that they charged. I would like them to address my concerns.
  
  Regards,
  
  ******* ****

  

  Business response

  10/25/2024

  I will have our dispatch reach out to you for a re-inspection to review your complaints. 

  Customer response

  10/25/2024

  Allphase is returning to my home on Tuesday,October 29th, to re-measure my basement. I will wait until that has been done to finalize any judgment. Thank  you

  

  Business response

  10/30/2024

  Allphase completed the reinspection as requested 10/30. The following are the findings: The measurements were off by 50 sf. The equipment charges were billed out at one day too many. I have revised the estimate and have attached that revised estimate above. The revision came to an $839.00 in your favor. We can issue that amount back to you. In regard to the insurance discrepancy with the payout, I would advise you reach out to the adjustors manager to re-open your case. Feel free to reach out to me directly with any questions. 

  **** ******* ************

  Customer response

  10/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ****

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested a estimate to submit to my insurance company on Aug 16, 2024.On the 21st ******* came out and inspected the damage and the next day sent me an estimate without any breakdown of materials and labor. My insurance will not accept this since they can not compare the difference in price with the adjustor's estimate.I have called 4 times asking to be sent the complete estimate sheet but have not received anything more.The man I talked to (***) keeps saying we will get it to you asap.

  Customer response

  09/09/2024

  I was contacted by the company who agreed to the adjustor's estimate and will do the work for that price. I will withdraw my complaint.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted AllPhase Monday August 12th regarding my refrigerator leaking on our kitchen floor and us needing mitigation to fix the issue. **** came out to our home and seemed to be well knowledgeable about this process. He stated they would be there that evening on Tuesday to drop off dehumidifier and a blower to begin process. The tech came late and only had a dehumidifier and the blower didnt work. I began to feel uneasy about moving forward and canceled our services with them the next day once **** showed up to our home and stated he couldnt begin demo because our laminate floor has the old floor under it. He made it seem as though there was a danger and risk that would occur now and they would have to come back the next day to do demo with more equipment. No one called to set that appointment up I then canceled and the equipment was to be picked up Thursday between 3-5pm. No one showed I called 3 times and even spoke with **** who also informed me we would be charged $1000 for the dehumidifier running for 24 hours and no demo. He also mentioned reaching out to dispatch for pick up as he is unable to pick up equipment . Its now Friday and I have spoke with 10 people and no answers have been given other than messages being taken and saying someone would reach out to me. No one has reached out to me to reschedule a pick up or have someone call me. I need answers and them to pick up there equipment ASAP!

  

  Business response

  08/23/2024

  I do apologize for the lack of communication as we were handling a high volume of water damages in your area. I will have our team reach out to you so we can pick our equipment up from your home. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  AllPhase Roofing and Restoration did not complete the job, and the "work" they did do was unsatisfactory. They would not respond to my calls, emails, or texts for 6 months, and then issued an invoice for nearly $13,000. Please refer to the pictures I have submitted. Our basement flooded in November of 2022. AllPhase came to mitigate the problem. We were in a panic as we had to fly to meet our family the next morning for Thanksgiving. AllPhase immediately wanted to take our furniture and belongings, saying "insurance will take care of it". While we were out of town they completely dismantled our basement, fraudulently assessing that all our doors and walls and flooring needed replaced. While we were gone we came home to a completely deconstructed basement. Over the course of a year and half they "rebuilt" our basement with unsatisfactory and unapproved cheap materials. They left our basement in an unsafe condition, not completed. They damaged our bathroom flooring and never repaired. They "installed" 6 hollow doors that don't fit and without hardware. Please refer to the pictures of the trim, doors, flooring, nails sticking out of walls, incomplete work, etc. They then harassed us for money. One of the workers literally drank a 6 pack of beer on the job. When they did show up it was without warning, when we weren't home, and without any kind of communication. There was an absolute lack of competency in the entire process other than bullying us for money. They threatened to put a lien on our home and take us to court and try to put our home into foreclosure if we did not pay the final invoice. **** ******* *** **** ** ****** ** ******** **** *** *****. A predatory company like this should NOT be permitted to do work.

  Customer response

  08/28/2024

  Hello - I would like to add to this submission.  AllPhase did in fact issue a partial refund, which we greatly appreciate.  If you could remove the complaint/review that would be great, or at least if you could add that this issue was settled amicably.  Thank you.  ****** ********

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After assuring us their work would be covered by our insurance, AllPhase dried ~400 sqft of unfinished basement after a rainwater leak. The resulting bill was over $8,000 for several hours of work and included a number of incorrect or double-********, such as charging for both labor and process for the same item, or for actions that were not performed like trash disposal, or performed needlessly like using much higher-grade equipment than recommended. Insurance denied coverage due to deeming the rainwater leak a flood. I will be glad to provide more documentation once I know if this is something the BBB can assist with.

  

  Business response

  07/12/2024

  We understand it's frustrating that your insurance claim was denied. Our in-house insurance expert will contact you to discuss options for re-opening the claim or obtaining a second opinion.

  As a reminder, our contract clearly states that you are ultimately responsible for payment, regardless of insurance coverage. Section f of the contract, "f. Customer responsibility for payment: The contractual agreement created by this Service Contract is between Customer and ****************. If for any reason ******************* does not pay ****************, then Customer is responsible for full payment to Allphase" which you signed, confirms this.

  While we're working on the insurance issue, here are your payment options:

  
  1. Claim Reopening: We'll do our best to gather additional information and attempt to have your claim reviewed for potential coverage.
  2. Interest-Free Financing: We offer a 12-month, same-as-cash financing plan with no interest.
  3. Pay in Full with Discount: You can pay the full amount now and receive a 10% discount.
  

  We cannot offer the previously discussed 75% discount, as it doesn't align with our standard payment options. Please let us know which option you prefer so we can move forward. We appreciate your understanding and cooperation.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water leak that caused damage requiring mitigation and reconstruction. During the demo phase, the contractor damaged the home. I attempted to negotiate the price and got some reduction but no payment/reduction for electrical labor nor damage done to the sink. I've asked several times for them to confirm the reduced amount I paid closes this work but have not received that confirmation.

  

  Business response

  07/03/2024

  Allphase has agreed to the invoice amount. Customer is going to get a new faucet and let us know when it is on site so we can schedule a tech to either fix/repair the old one, or replace it with the new on that will be purchased and on site. 

  Customer response

  07/09/2024

  I am rejecting this response because the faucet has not been fixed yet.  Also need to determine if a new faucet is required who pays for it.  Since the faucet worked before Allphase demo I would expect they will.  This matter remains open. 
  
  Regards,
  
  ***** *********

  

  Business response

  07/22/2024

  The sink faucet was repaired last week. 

  Customer response

  07/30/2024

  I am rejecting this response because faucet had to be replaced as the damage was not repairable at a cost to me of $49.
  
  Regards,
  
  ***** *********

  

  Business response

  07/30/2024

  It cannot be determined that Allphase is 100% responsible for the faucet malfunction. The other plumbers we spoke to stated that the reasoning behind the faucet malfunction is due to wear/tear (age). This faucet in question was really dated and could not be found on the current market for replacement, which is why we replaced it with the one you purchased. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Allphase Roofing & Restoration was recommended by plumber to restore some water damage in my home. They placed heating machines in my walk-in closet, I'd asked them if anything should be removed from the closet and they said no - to keep the door shut over the weekend. Monday when they came to do a dry check, 15 pair of shoes were damaged, the soles melted off / design elements melted. They also cracked a closet door moving equipment into my home. The inspector and manager both admitted fault and advised they would take care of the damages while the restoration work was happening but have been avoidant since the job was complete. I reached out to their office, who referred me back to the manager. I've sent texts, called and left messages with no response.

  

  Business response

  06/04/2024

  The following was sent to ******* ******* on 6/3 via email:

  "*******, I do apologize in the delay in getting this resolved. I will have one of my construction representatives contact you tomorrow to schedule to look at the door. In regard to the damages to the shoes, we would like the opportunity to have them repaired. We can collect the shoes at the time of the door inspection and send them off for repair. If you are good with this initial plan, please let me know. I would ask that you gather the shoes that need to be repaired and have them ready at the time of the inspection. The inspection would consist of us looking at the door, measuring and then placing the order for that door, unless the door can be repaired on site. We will not know the answer to that until it is looked at. Please reply all to this email to ensure we are all on the same page."

  We are now in possession of the shoes in question and are sending them out to be evaluated/repaired. We also sent a project manager to look at the door. I believe we are working on getting this resolved.  

  Customer response

  06/12/2024

  I am rejecting this response because: I have not received an update on the shoes, nor the door. I have checked with my ins company who is waiting for an updated invoice too. I would appreciate an update.  
  
  Regards,
  
  ******* *******

  

  Business response

  07/02/2024

  7.2.2024 BBB received a phone call from William P******. He stated that a credit of $******* was given for shoe damage. William said ******* ******* owes Allphase Restoration and Construction $*******. William said ******* stated stated that she has not yet received a check from her insurance company.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  1/16/2023, I contacted several restoration companies after a sewage backup to come out for a free estimate. During this process, I was informed by my insurance agent that  I only had $2500 in coverage for this event with a 250.00 deductible.   On the day Allphasee came out for the estimate I informed them of cap. 12/18/2023,  I received a call from Allphase asking if they could put me on the schedule for cleanup.  I asked where the estimate was and again explained  the cap.  Josh stated he would redo and send along. Approx 25 mins later,  I received a call from Bill P******, the boss.  He stated that they "normally would charge about $8000.00, but it's the end of the year,  and we're trying to help out people, So if that's what your cap is than that's what we'll bill you." < recorded conversation> I was elated and agreed to have the work done.   Within just a few hours,  A technician came out and started the clean up process.   The technician spent less than an hour hosing out the basement and then sprayed a chemical. He did not move furniture or anything that was on the floor, Did not remove the remaining carpet or pad or tack strips or woodwork or wet drywall.  He set some fans and left. On Jan 25th,  I received a two party check, from my adjuster. I contacted my agent, told check was written for the incorrect amt, also explained the work they stated would be done was not.  I was told to return the check and  a new check would be issued. Mid February I received a new check, in just my name to pay once work was completed.  I sent the company a letter, about the incomplete work.  The company threatened to place a lien on the property for non-payment. A few days later, I received a certified letter stating that  a lien was in fact, placed on the property for non payment.  At no time did Allphase come out to assess the work that wasn't done.  I contacted my insurance company and they sent two adjusters out to the home as well as a representative from a credible restoration company to assess what needs to be done to mitigate the problem that was never resolved with Allphase.   All 3 of the gentlemen that came out were shocked at what was left behind by Allphase and not done.

  

  Business response

  03/28/2024

  We provided services for the customer who was up against insurance policy limits.  Due to the time of year, just as the recorded call states, Bill did offer to provide her a deal. This service would typically cost around 8k, we elected, as a business to incur those damages and not pass to the customer.  I've attached our drying logs which shows 3 days worth of drying time along with the EQ we set.  At the end of the day we provided a service that would have cost 8k and elected to reduce to $2500 plus the customer's deductible, which at the time we were told it was $250.  This check was issued to the HO by insurance, in both their name and Allphase.  This was confirmed by our office with the adjuster on 01/25/2024.  We then transitioned into contacting the HO for payment. We then found out on 02/22/24 that the HO requested another check solely to her, be reissued. That was done 2/7/2024.  The customer refused to answer calls/texts from our company at that point.  We were nearing our deadline to place a lien on the property per Ohio law.  We filed suit and lien on February 23rd. We received a $2500 check on February 29th, we are still owed $250 which is the homeowner's deductible.  The lien will be removed once the balance is paid in full.  We completed our dry out per the contract. 

  Customer response

  04/05/2024

  I disagree with the companies response for the the following reasons.
  
  The job was not in any way, shape or form completed according to the contract.
  (Contract is attached). As stated in my initial complaint.  There are also additional recordings attached to support this.
  
  Another restoration company is in the process of doing the work that should have been done and that was promised from Allphase,  Including removing the left behind toilet paper, raw sewage, remaining carpet and tack strips, flood cutting drywall and paneling, thoroughly sanitizing all affected areas, etc.  An abundance of photographs were taken by both the insurance adjusters and restoration company that will verify these facts.
  
  ****** ******* 

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The potential buyer of my home contacted Allphase to get a quote on replacing or repairing my roof. My insurance company determined that they could cover the cost under my homeowners insurance, because there was some damage. After I found out that the company I wanted, was unable to do part of the repairs I hired them to do the job. When they wanted me to sign a contract, it was incorrect and they wanted me to sign a paper contract, which was also incorrect. The job was scheduled within a week or so and when they came out the English-speaking foreman, he was only here for a short time, and none of the crew could speak English. I had questions for them, but could not converse. They started tearing off the garage roof, which was not part of the deal. When I tried to get them to stop and contact a supervisor, they laughed at me and of course were unable to understand. They were there until well after dark and the job was not complete. I was promised that the next day they would finish the job . When only two of the workers came back They were unable to finish the job as well. When I ask them to move some wood and gutters out of my yard, they got ready to leave. They did move those things but damaged a gutter. It took a while for them over a month to come back out to try to finish the job. A worker and his wife came out to do some painting, but could not do some of the repairs that were done wrong. They hurried to finish this job, but there are a lot of things that are incomplete. Those workers also left before finishing the job. Meanwhile I have been calling and texting and emailing the representative who prepared my quote and the project manager. I could not get any responses. Meanwhile, prior to starting the job, they discovered more damage, and my insurance company had to jump through hoops to get the extra money approved. There’s so much more wrong with this and after 47 days it is still not complete. I am awaiting completion of the job to pay the balance.

  

  Business response

  11/13/2023

  We are currently working with customer to complete repairs. Our PM Mike L***n has been in constant communication with customer and was even at her home this weekend while the install crews were working.  Repairs should be completed this week and any issues resolved. 

  Customer response

  11/21/2023

  I am rejecting this response because: there were no crews on that date, only Mike and David were there.  David kept his truck running as he was almost out of gas. No repairs were made, in fact they did not bring any supplies for repairs. After telling me that they would go get supplies, no one came back, which is what I expected. The suppliers were closed and they weren’t able to find anything at a local store. They did not arrive at the time they had arranged. I have text messages verifying this, and they arrived right before my house was being shown by a realtor so the potential buyers saw, and heard what was going on. I received a message that day, stating that they would not be out again that day. But I was told that on Monday I would get a call letting me know when they would be back out. I received a call that evening after 8 PM, I was told they would be out on Thursday and that I would get a time. I never got the time that they would be out. Apparently they were there but waited on some of the repairs because they need it for someone to repair gutters. As of today I have had no other correspondence. This entails so much more that will not fit in this message.
  
  Regards,
  
  ** **********

  

  Business response

  11/21/2023

  Dear [Customer],
  
  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address the remaining aspects of the project. Our team has diligently completed all tasks within the scope of work, with the exception of resetting gutters and touch-up paint.
  
  It's important to note that there have been requests for additional work that falls outside the originally agreed-upon scope. This includes tasks such as replacing trim around a door, addressing downspouts, paint touch-ups, and fence repairs. Our project manager has diligently communicated that these particular items were not part of our scope and were preexisting conditions.
  
  For example, our attention was drawn to the aluminum fascia, which was identified as old and preexisting. Despite its age and the presence of old algae, we were expected to replace it as part of our work. Our team is committed to addressing the specific items outlined in our scope of work.
  
  Moving forward, we want to ensure clarity and avoid any misunderstandings. We will focus solely on completing tasks that were explicitly outlined in the initial scope of work. Unfortunately, we are unable to undertake additional exterior touch-ups and repairs that extend beyond the scope.
  
  We appreciate your understanding and cooperation in this matter, and we look forward to bringing this project to a satisfactory conclusion.
  
  Best Regards,
  
  
  

  Customer response

  11/22/2023

  I am rejecting this response because: I do not see where any repairs were made and the work still has not completed. I was told that I would be made aware of when they would be here to work on the repairs but I was never given the time that they would be here so that I could observe. My neighbors did see a truck here, but they couldn’t verify what was done either. I also was told by another company representative, which repairs would be done, but I am no longer able to contact that representative. I have audio of conversations and the disrespect that I received. Granted, I was upset and also became disrespectful but that is because I am being taken advantage of. there is little to no communication with anyone from this organization.  I am very unhappy with the work.
  
  Regards,
  
  ** **********

  

  Business response

  11/28/2023

  Not sure what is being rejected. We simply stated that we are in the process of getting the remainder of the touch ups and gutter scheduled and will communicate when we have a firm date. Not sure how this can be rejected. If customer is still unhappy we can opt for mediation, which we will be happy to participate in as it seems waiting to be scheduled is not satisfactory and is being rejected, so maybe there is a communication problem that a mediator can assist with. 

  Customer response

  12/31/2023

  Allphase was out to complete the job but unfortunately had the wrong color of paint and they were there all day when I was trying to move. One of the workers volunteered to go get new paint, but they had already had three months to purchase the correct paint. They forgot to get rollers, so they had to leave to get rollers. I couldn’t deal with it any longer and settled for 250 off. This has been a nightmare. They have lied so many times. Meanwhile I have moved and I don’t care anymore. They are the worst company I’ve ever dealt with. They had plenty of time to resolve the issue, and on the last day couldn’t even bring the correct supplies . Horrible, horrible service and communication. 

*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. ↩