ComplaintsforAllPhase Construction & Roofing LLC

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in ******, **, and my roof sustained damage from a bad storm on 7/28/23. The next day, I was solicited the next day at my home by a representative of Allphase Roofing and Construction. After the general activity of the insurance claim was finished, I was instructed to make a payment on their website, which I did in August 2023, for $3695. Since then, any contact is only on my part, asking every few weeks where we are and when my roof will be finished. I would be put off by them telling me it would be the following month. It is now February 2024, and I am still waiting. I have made several calls to a particular supervisor named ***************************, since the beginning of the year and she has never returned my call. I have now asked for my money back, and I still get told Ill be scheduled next month. Im absolutely done.

  

  Business response

  02/21/2024

  Agreement was signed on 07/30/23 claim was approved but ins carrier left off a few line items we needed to do the roof to code so a supplement was sent in. Supplement was approved 11/1/23 on 11/15 **** called and asked if we could supplement the exterior paint on her house so a new supplement was sent in. On 11/29 we requested a copy of the approved supplement adjuster had to obtain permission to release it to us once it was received the   Homeowner selected a shingle color on 12.16.23.  FIle is in line for production and will be scheduled shortly. We have had a slight back up in production due to rain and cold weather we have to follow manufacturer's specs on install procedures. We will be in touch with the Arnolds soon to provide them with a delivery and install date.

  Customer response

  02/26/2024

  To begin with, none of this has been communicated to me (other than picking the shingle color). Nor has anyone bothered to return my calls in the last ********************************** off and ignoring my questions. Its ridiculous that these were the lengths I had to go to in order to get any communication. Are they roofing over my shingles for the amount of money the insurance company sent? Are they replacing them? What even is the process? I just received a quote from another company that had more information and clarification in one document, than I have received the entire time from Allphase. Their customer service is awful, and they didnt even bother to spell my name correctly in their response letter - which shows how much they care about the details. They either call me immediately to schedule me next, and to answer all the questions I have, as well as do the entire job for just the amount I have paid them, or  they will refund my money, and I will file another complaint, this time with the **** Thank you. 

  

  Business response

  02/27/2024

  *****************,

    You file is in line for production once I have a material delivery date we will notify you immediately. We do work for insurance proceeds plus your out of pocket deductible.  Your main roof total will be $7,960.94 and your shed total will be $833.10 totaling $8794.04 less the  prior payment you made to us in the amount of $3,695.00.  The total that will be due in full once final insurance proceeds are sent to you in the amoun tpf $5099.04. This amount is for a complete tear off of your old roof and the install of a new upgraded architectural roof shingle, Upgraded synthetic underlayment and all new  accessories.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All Phase posed as a local contractor with locations all across the **. They required $16,000 down to re-shingle *******. They took my money and never shingled *******. When I tried to contact the salesman I find out they gave me a number that was disconnected. I tried to go to their local office to find it locked up and abandoned. I contacted the main office in ******* and have been getting jerked around ever since. *** filed a complaint with the ************************* with ********** attorney. Owner of All Phase, salesman, nor office will answer my phone calls or return messages, emails etc. somehow they think they can just steal my money and get away with it.

  

  Business response

  10/23/2023

  **************** gave us a deposit on his roof on 9/14/2022

  For no apparent reason he decided to cancel his agreement with us.  We have made several attempts to do the reroof on his house and he has not agreed to let us start the installation.   

  We normally charge a 25% cancellation fee per line 16 of our agreement. So far, we have not charged the 25% cancelation fee to **************** and have sent him several payments towards his refund.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experiences with Allphase Construction and Roofing started roughly 10AUG2022. We had water damage in the ceiling of our bathroom due to a leaky fan vent on our roof.Allphase sent their sales manager out to take a look at the leak. The manager let us know that we should contact our insurance company, as we likely would qualify for a new roof due to the damage. The Allphase employee also wanted to be present for the inspection with our insurance adjuster, which I thought was nice.Our insurance company agreed that we needed a new roof and cut us a check. The Allphase employee asked us to give him the check, as he said it was the fastest way to endorse payment over to Allphase. He ensured us that the roof would be done this year and would likely be done within a couple of weeks of them receiving the check.From this point on, it was nearly impossible to get any sort of communication about where we were at in the process with Allphase. After a week and a half, I discovered that Allphase never sent me an email to endorse the check so that it could be sent to our mortgage lender. Following that, I received no communication from my Allphase point of contact without constant prodding. By the middle of October, they had finally received the check and put me on the schedule for 26OCT. All the while, my roof is still leaking.26OCT comes and goes and no one has contacted me or given me any information as to the status of my roof project. I called the main office and was told between 07-12NOV, they would finish my roof. I called again today, 11NOV, and was told that they are no longer doing any roofing this year and March would be the earliest my roof would be done.I understand that delays happen in business and the weather can be unpredictable, but this company has been unable to back up any of the claims or promises made to me. I feel like a fool for trusting them and I would just like my money back. I'm sure others have had a positive experience but I have not.

  

  Business response

  12/12/2022

  On behalf of AllPhase Construction and Roofing, I sincerely apologize for your negative roof replacement experience. 

  Unfortunately for circumstances out of our control

  
  ***Hurricane *** This has caused a major chain reaction in the roofing industry.
  ***National Roofing Crew Shortage Roofing crews from across the nation have mobilized and moved down to ******* to help with the much needed rebuild.
  ***Inclement Weather.

  
  We understand you depended on AllPhase Construction and Roofing to properly replace/repair your roof.   We deeply regret that we have not been able to deliver of the high standard that you expected.  With that being said,protecting your home for the long term is our #1 Priority.  Based on our communication with **************** Services team, we were informed that it would NOT be in your best interest to replace your roof in inclement weather. 
   The Atlas Castlebrook has a factory-applied self-sealing strip that activates in warm weather.  When applied in cold weather or windy locations hand-sealing is recommended but not required if sealant is activated.  With weather projections for nighttime lows under 20 Degrees your roof will not properly seal.  The #1 Responsibility for a roof is to 100%shed water.  
  I appreciate your patience with us as we further investigate this issue. Im confident your next experience with us will be up to your expectations.
  
  If you would like to discuss the issue further,our customer support team is here for you. Do not hesitate to reach out and let us know how we can make things right. 
  

  
  

  Customer response

  12/12/2022

  Thank you for reaching out with your information and response. The core of my complaint is that I entrusted Allphase Construction and Roofing with my roofing project and was ensured that my roof would be completed this calendar year. On the day that my roof was set to be done, I was told that no more roofing projects are set to be done this year and that I would have to wait until March. I understand that disasters happen and things that are out of your control take place. However, at no point was any of this information conveyed to me until the day I called wondering where the roofing crew was. All the while, rain water is leaking into my home through my roof. Additionally, I now have shingles sitting in my driveway until March. Shingles that are being exposed to rain and snow that I can't imagine is good for them. Unfortunately, I have no ability to store said shingles away from the elements until March.

  I am seeking a return of my money that was given to Allphase for my roofing project. I have attempted to reach out to customer service and to the **************** mainline. I have been told by different individuals that they will call me back, but I have not received said call back as of yet. If there is another customer service number that I can reach out to, I would be more than happy to give them a call.

   

  Thank you.

  

  Business response

  12/22/2022

  ******,

  I apologize that no one has called you back that is not the way we conduct business please call me at the corporate office at ************ so we can discuss please ask for ****** or ***** and we will get this issue resolved. 

  Customer response

  01/09/2023

  I was able to get in touch with an Allphase representative, but no progress has been made in terms of a resolution. I would like to withhold until measurable progress has been made. Thank you

• Initial Complaint

  10/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A check was given to AllPhase Construction & Roofing on August 29, 2022 in the full amount to shingle my mother's roof. Shingles were dropped off, but no work has been done. The company keeps promising that they will come Friday, ****************** (multiple weeks & multiple promises), but no one ever comes. It has been over 2 months since they received the payment in full.

  

  Business response

  12/12/2022

  **************,

    We have spoken with your mother ( the homeowner)  ************************** and updated her as to why there was a delay on the install of her roof.  We are experiencing inclement weather in *********** and per our shingle manufacturers specifications we cannot install their product in less that 35 degree weather.  ******************* stated that she was fine with the delay and would rather wait until spring so that we can install a superior product.  

   

  Please let me know if you have any questions.

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

  
  

  Customer response

  12/13/2022

  She was not "fine" with waiting until spring. A check was written and she paid the entire bill in full in SEPTEMBER. The weather was perfectly fine during that time frame...well over 35 degrees for quite a while afterwards, I might add. We were promised the roof would be done the following weekend after each phone and we called and were promised MULTIPLE times. My mother had no option but to accept your statement that she would have to wait for spring. She had paid you in full and when we talked about a refund, you said that you would be taking 25% in order to get the refund. The attached photos show the date promised, the signed contract, and the work was promised to be completed. 

  

  Business response

  12/22/2022

  I can understand the confusion we would never discuss details with any one besides the client due to the customer privacy act.  The homeowner stated she was satisfied with our resolution the only ones that were upset with the process were the ones that we were unable to give details to. This complaint was filed by the daughter of our client that we are not legally contracted to provide any information to about the claim. 

  Customer response

  01/06/2023

  I am acting on the behalf of my mother, *********************. If you have any documentation that needs to be signed in regards to this, please send to ********************* *******************************************************************. She has asked me to communicate with you because she says the woman she has spoken with has not been truthful during many conversations. It is my understanding that we are one of many clients who are waiting for your company to finish roofing projects and that at least one has taken legal action with your company. I'm sure they are only the first, as that will be our next step if no progress has been made before spring. 

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All Phase Construction and Roofing submitted a roofing claim to ******************** on my behalf on 08/03/2021. The claim was denied shortly there after. On 02/02/2022, All Phase Construction and Roofing offered to resubmit the claim using a public adjuster. I agreed to this action but shared my concerns about the length of time and likelihood of claim being approved. There was no response from All Phase Construction and Roofing for 4 months. Then, on 06/02/2022, an All Phase Construction and Roofing employee showed up at my house, got on the roof, and started chalking damaged areas. I told him there's been no contact from his company for 4 months and no longer wanted to continue this process. He stated there would be a termination fee of approximately $2500. This is the first time hearing of a fee in 10 months. I signed one document on 08/03/2021 that stated I could terminate the agreement any time if the claim was denied. This document does not list a termination fee. I called the All Phase Construction and Roofing business office and was told there could be a termination fee but they couldn't tell me the amount and would need to call me back. The All Phase Construction and Roofing employee on my roof called his supervisor and the supervisor said their could be a termination fee equal to the public adjuster fees. The public adjuster never came to my home and there was no indication one was scheduled to come to my home. I was told three different amounts for a termination fee I knew nothing about. The claim was denied. A public adjuster was never sent to my home by All Phase and there was no contact from All Phase for 4 months. I should not have to pay a termination fee.

  

  Business response

  08/01/2022

  ******************,

    After a thorough review of your claim I do see where your roof replacement was denied by your insurance carrier.  It is not our intention to ever charge a cancelation fee on a file that we cannot get approved by the insurance carrier.  We apologize for any miscommunication between our Sales Representative ****** and ***** our insurance liaison here in the office.  I am showing that your contract was canceled and there were not any fees charged at the time your contract was cancelled.  We truly appreciate your business and we are very sorry that we could not get your roof replacement approved.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2021, I was approached by ************ from AllPhase saying he had noticed damage on my roof. He said my roof was covered under my insurance. This is when the unprofessional and abnormal process started. My case was approved by the insurance and Allphase agreed to said amount being released for the repairs on the roof. After about ***** months later, I am now deeply concerned with no actions taken from the Company, I become more involved. As if they might have forgotten about my claim, and spoken to as if I were a huge burden. Allphase then has me sign claim over to a "public adjuster". This is when things start to take a turn for the worse. I am then being told the Insurance needs to release more money to complete the job. There was a problem with the first public adjuster company and Allphase then tells me to sign a release and sign on to another public adjuster. The next step in making the insurance pay more towards my claim they proceed to take more pictures of the damage from under the shingles (boards, framing, more wind damage, and inside house). The insurance company understands the need for more money to replace items brought up in further information( pictures of damage). After all of this my insurance then releases a supplement of $15k+. This was a settlement check to cover anything AllPhase needs to get my roof done right. This is the $15k plus ~$6K already provided, totaling $20K. The contract amount shown in the last balance due is for $5715. I had to pay out of pocket $240 for materials and I installed the material needed myself on my roof to avoid a $2k change order (which is still being requested that I pay). I am very unsure as to why I have had to pay so much out of pocket after receiving enough money to replace 3 roofs. It feels doubtful, the relationship between Public Adjuster and AllPhase. Please help me get this resolved and I hope no one goes through this. VERY STRESSFUL. I can provide more details upon request.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Allphase to replace my roof which was damaged in a hailstorm. Their rep ***** was very quick to come and get a contract signed.On August 27 he sent the following text: Sorry, I got home about an hour ago. The Modified Bitumen roofing materials will have a 20 year manufacturing warranty, we provide a 2 year workmanship and labor warranty. I can start as soon as I get the insurance to provide everything needed to do the job correctly. There are a handful of line items they did not include that need to be. If they cooperate, it can be a quick turnaround, if not it's hard to tell. They didn't leave a lot off and USAA is pretty good to deal with. The time frame to actually do the roof once approved by insurance will take no more than 2 days.On August 31 he sent a text to receive payment because extra work was approved and we'll be "good to go."He came for payment, which I paid because I believed work would be done quickly. He also stated the neighbors adjoining roof no delay

  

  Business response

  09/24/2021

  Good Morning ***********************,

      I apologize for any delays regarding the install of your roof. Since you are in a town home with an adjoined  roof that has two different types of roof installations we needed to speak with your neighbors roofing company to see what type of roof they were planning to install so that we can assure that your roof is installed correctly and you will have no leaks in the future. We were able to confirm the roof type that will be installed on your adjoining neighbors roof and your materials have been delivered and a work order has been sent to our roofing crews to start your roof today.  I have attached a photo to show you the two different types in roofing material that are installed on your adjoining roof. I have also attached a photo showing the materials that have been delivered and roof loaded.  Please feel free to reach out to me if you have any additional questions or concerns.

   

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

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

• Initial Complaint

  08/27/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  July 12, 2021 I filed an insurance claim withFarmers insurance. I had been approached by *************************** from ALLPHASE construction saying he had noticed damage on my roof. He said the roof would be covered by my insurance. This company has sent me numerous texts and emails which I can provide copies. They have never given me a contract or **** saying what work they can do for the settlement money from my insurance. ($6,424.) I asked if they could at least do the main house and inside. they said they could get more out of my insurance and to just give them the money. My insurance says this is fraud. Please see download for details on agreement and the lein they sent. They Said I cancelled the contract,I did not. they never agreed to how much or what they would do. At this point I want them out of my life, and want to find a contractor who will give me a price and be honest.My insurance company is aware of all of this and said to contact you and to have no contact with this company.

  

  Business response

  02/07/2022

  On the original adjusters report from ***************** dated 8/2/2021 line items were left off leaving us unable to do ********************* roof to building code at that time we explained to **************** the only way we could proceed would be to supplement for the left off line items.  It is company policy that we do not proceed with a supplement until we have a deposit from the Insured from the Initial check that was given to them on the claim.  To date we have not received a deposit from the insured so we have not proceeded with her claim. This agreement was cancelled by ***************** in August of 2021 and closed out on our end.  If you would like us to reopen the file and submit a supplement on your behalf we would be happy to do so.  Please let me know how you would like to proceed. 

  Customer response

  02/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roof was redone 4 years ago. Just had 4 leaks and alphase sent **** out to repair. He told me that seams should have been sealed and they weren't. Alphase refuses to send a supervisor out to evaluate the situation. They had problems when they did the job. I had more leaks that took them at least 3 weeks to fix because a shoddy installation. They had to repair inside ceilings then . Now I have 3 more rooms with ceiling damage. They said that's not covered. My original problem was 1 small leak. They created a lot more with their work

  

  Business response

  08/20/2021

  ************,

   I am sorry to hear about your recent leak.  **** has assured me that all vents have been sealed and we should not have any future problems.  Your roof is currently out of our 2 year workmanship warranty but in good faith we made the repairs for you.  There have been significant Monsoon Storms in your area this year and it is very possible that your roof has sustained new storm damage if you would like I can have one of my representatives come out and inspect your roof.  I will send my painter out to take a look at what needs to be done to repair your ceilings again in good faith. 

  Customer response

  08/20/2021

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,I accept your response. I expect you to send a representative to take a look atroof and your painter to solve my ceilings lroblem
  
  
  ***********************
  
  
   
  

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