Complaints

This profile includes complaints for Allphase Restoration and Construction, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Allphase Restoration and Construction, Inc

  7719 Graphics Way Ste E Lewis Center, OH 43035-9667

  
• 

  AllPhase Roofing & Restoration

  5285 Commerce Parkway West Cleveland, OH 44130

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:02/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 received a notice of a bill for $25,000 on a job that was quoted at $12000. The job was submitted to my insurance and paid for. This bill is a scam. I would like to contest this bill. Upon looking up reviews for the business. this is a practice that others have reported the business has done to them. I feel that i was discriminated against because of my age and taken of advantage of because I am a senior on a fixed income. The job took three months to begin after I paid the company $7000 downpayment. The siding was poorly installed and had to removed and another company came to the house to install it. I feel that they are passing the third party charge onto me because the first crew of workers did a poor job and I expressed dissatisfaction . They are also attempting to increase the bill for materials that were denied by homeowners insurance. I can provide a copy of the estimate and other communications with the insurance company. when i asked for a bill I was being told that he will be putting a lien on my house. He was unwilling to provide me with an itemized bill.

  

  Business Response

  Date: 02/07/2025

  After review of your claim, it appears you only have a balance of $3,339.45. Your invoice should have been $13,839.45, with payments totaling $10,500.00. We apologize for the invoicing error. We will correct the invoice and reissue. Allphase was working off of your insurance estimate, so you should already have a copy of the scope of work. Let us know if you have any other questions. 

  Customer Answer

  Date: 02/18/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

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

  ******, ***** 22910004

  Allphase Restoration and Construction, Inc

  Feb 18, 2025 11:31 AM

  
  

• Initial Complaint

  Date:02/02/2025

  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.

  On 8/8 the city storm drains collapsed causing water damage to my home. While waiting for my insurance company to contact me to confirm coverage, I called Allphase on 8/12 to simply get a price quote only. They sent a sales *** to my home and I explained to him that I wasnt sure if I had any insurance coverage for the damage. He said he would do a free assessment to provide a price quote. He insisted I get mitigation going to prevent mold or further damage. I asked him the price of that (since I was paying out of pocket) and he said he would let me know. I made it clear that I did NOT want anything done if there was going to be a charge because I still didnt know if anything was covered under my insurance policy. He left, then sent someone back that evening around 7pm with 2 dehumidifiers. They set them up and left. Early the next morning I heard back from my insurance company that flood is not covered by my policy. I immediately called Allphase and spoke to a *** to advise that I have disconnected the machines and for them to pick them up immediately if there is a charge. She advised its around $100 for the mitigation and she said someone would be out to pickup that same day. Nobody showed up to pick up. I called back the following day and insisted they pick up. They FINALLY sent someone late that afternoon around 5 or 6pm. Soon after I received an emailed bill for $11,648.00! There was never any work done. THAT WAS THE ESTIMATE! I have been back and forth with them & the price has changed from around $11,000.00 to $580 to $200 back to $580! Now I received a letter from a Collections Attorney for $11,648.00! I spoke to Allphase when the price was around $200 and advised I would pay payments on the balance to which they refused saying I can only pay in full . Im a single income female & now they sent to collections $11,648.00 for 12 or so hours of dehumidifier usage! Unreal!!!

  

  Business Response

  Date: 02/06/2025

  I apologize in the delay in getting back to you in regard to this complaint. Please give me additional time to look into this matter. I will respond once I finish my internal audit. 

  

  Business Response

  Date: 02/26/2025

  Allphase is willing to waive all fees, including the $200 proposed settlement, if the customer is willing to remove the negative reviews posted on media platforms such as ********, ****** and BBB. We do apologize for all the confusion surrounding her claim. I can be reached at ************ if anyone would like to discuss this further. 

  Customer Answer

  Date: 03/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22890024
  
  I am rejecting this response because: I have not received anything from them in writing from their attorneys office to confirm. Once I receive written documentation stating that they are not placing a lien on my house for the bill I will accept. 
  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 03/06/2025

  Allphase will provide the requested statement and get it to you as soon as possible. 

• Initial Complaint

  Date:11/02/2024

  Type:Billing 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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/28/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 10/25/2024

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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 Answer

  Date: 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

  Date:08/16/2024

  Type:Product 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.

  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

  Date: 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

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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 Answer

  Date: 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

  Date:06/28/2024

  Type:Billing 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.

  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

  Date: 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

  Date:06/24/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 07/22/2024

  The sink faucet was repaired last week. 

  Customer Answer

  Date: 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

  Date: 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

  Date:06/03/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.