ComplaintsforAlpine Cleaning and Restoration Specialists

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Alpine Cleaning and Restoration in October 2022 to come and give me a bid for some water damage that had occurred from piping above my furnace. It was close to my Furnace so it wasn't a huge concerned, but I wanted to hire a professional to come clean insulation and drywall. I was fortunate to have it covered by the warranty with the **** guys that installed my furnace, and they gave me their insurance to go through with it. I talked with Alpine, they told me there is no way this water damage would not be fixed without someone coming and taking care of it. They also recommended dehumidifying and scrubbing everything.Fast forward to February, 2023 and Alpine was coming over to clean up this water damage. They came and cleaned out the drywall and insulation next to my furnace, outside the furnace room, and then said the job was done. There was visible water damage is some tight spots around the furnace, but the worker told me they could not do it.They did not do 3/4 of the items the was on the quote, but 2 weeks later I received a bill for the full price. They refused to talk to me about the bill, and it took a month and a half before they emailed me they would look the charges over. They said they conferred with the workers and decided to remove half the charges. this was still 800 dollars. They did 2 hours of work at 400 dollars per hour. They only removed drywall and insulation, no special equipment needed. I also still have visible water damage by my furnace. The insulation above my furnace still needed to be bagged and taken out. I complained, and told them they need to come back for the water damage that obviously is not cleaned up. They came and told me they will not clean it up since it is not wet currently. So now they want me to pay 800 dollars for a job that's half finished demolishing. I will have to either do it myself, or hire someone else now to finish the job.

  

  Business response

  04/06/2023

  I apologize for any confusion that *** be on this claim, I would like to work through it and come to a resolution.

  Looking through our files, he mentions that he called us in October, but we did not get the initial call until Friday Dec. 30th, and that he would like an estimate for some water damage.  The team set up a time and our project manager went out and looked at the job and gave the information to the estimator to write the estimate.  The estimator gave the estimate to ***** and told him to let us know if he had any questions or to let us know if he would like us to move forward with the mitigation work.  We did not get authorization from Kaleb to move forward until February, so that is why we did not start until February.  After we had approval from Kaleb, the technicians were sent out and did the demolition.  Since it had been that long from the estimate to getting approval to do the work the area was dry and so they did not leave the drying equipment.  Now on this issue Kaleb is right, that this information should have got to our estimator from our technicians about them not leaving any equipment because it was now dry.  Since they did not let him know then the full bill went out to Kaleb which was a mistake.  Once our estimator figured this out with Kaleb he did take all of the equipment out of the estimate and resent the bill for only the items we did.  We did not have in our estimate to remove the furnace or ductwork, we can always give an estimate to remove and reset the furnace or ductwork if that is what ***** would like, or he can have another company do that if needed, but we never charged to move the furnace or ductwork out and put it back.

  Now with all of this said, we do want to resolve any concerns.  And if there is a chance that we charged for something we didn't do, then I would love to have Kaleb call our General Manager over that area and go over any concerns with the bill and what was done.  If there have been any mistakes and we have charged for anything that was not done, then we will certainly take those charges off.  The estimate is broken out by line item, and will be easy for the General Manager to go through with Kaleb and make sure we are not charging for anything that we did not do.

  Kaleb again, I am sorry for any confusion and if there have been delays from anyone at Alpine in getting back to you to talk over any issues with you.  I have talked to the General Manager and have filled him in on your concerns, he would like to get any questions or issues resolved with you.  Can you please call Alpine, let them know that you are a customer and ask to speak with *********************** and he will help make sure we can get this resolved.

   

  Customer response

  04/11/2023

   
  Complaint: 19894584
  
  I am rejecting this response because:

  1) I was relying on the recommendation of your specialist that there is no way that the water damage would be fixed without you coming and doing all the work outlined in your quote. I would not have hired you to remove the insulation and drywall only in the small area next to my furnace.

   

  2.) You are still charging me ~400 dollars an hour for non specialized work.

   

  3) I still need someone to come finish the job you are saying you will not finish.

   

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

  

  Business response

  04/14/2023

  We never said we wouldn't finish.  We said to call the General Manager over that area so that we could resolve this and help come to a resolution, which part of that resolution could be not charging for something if it wasn't done and we have charged for it, or finishing what is in the estimate if it didn't get done if that is what you would like.  You had originally told us you were having someone else finish it, so that is why I mentioned not charging for something if it were to turn out that we didn't do it and we did charge for it.  The estimate was also done before the demo was complete so it was a best estimate of what looked like needed to be done, if there are things that don't need to be done as originally thought, then we would certainly not want to charge for those items and pull them off of our bill.  In order to do that we need to walk through the estimate with you line by line and decide how you want it handled.  That is what the General Manager and you need to work together on to decide the way you want to proceed.  I will have *********************** (General Manager) reach out to you so that you can go line by line through the estimate for the line items that have been charged to you.  If it has not been done, then we will either finish those line items, or credit the money back for those items and not charge for the items if that is what you would rather.

   

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company was contracted to do some work for the new Management team for my apartment complex. During that time they had painters come in and paint the exterior walls which they removed my camera doorbell and thru it away. I talk with someone as a manager for this company and we supposedly came up with a resolution. Well he told me that he would give me a check of the full value of the camera which I found out he told the apartment management something else. He told them they were going to give me a new one. Well I haven't received a new one nor got a check for it. My apartment management team has completely stopped communicating about this situation and I don't think it going to go any where with them, So I decided to see what BBB can do as to get this resolved.

  

  Business response

  12/20/2022

  Thank you for making us aware that you have not received that check yet.  I apologize that one of the sub-contractors on this project lost your doorbell.  I talked to our representative that did say he had a conversation with you and that you both looked up the cost of the doorbell online and agreed on the price for the doorbell, and that we would give the check for that amount to you, and then we would work it out with the sub-contractor so that you didn't have to worry about that.  I have talked to our managers and I have a Manager from Alpine that can bring a check by to you tomorrow if that works for your schedule.  That way we know it will get to you and not lost in the mail or take too long.  I have asked the manager (*********************) to call you and see if that will work for you for him to drop it off to you tomorrow.  Please feel free to reach out to Alpine direct if you have any questions or concerns with this.  As I said **** will work with you on getting that to you, so you can ask for Beau if you call and need something as well.

  Thanks again for making me aware of this, and again apologize for the inconvenience this has caused you.

  Customer response

  12/21/2022

   
  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,
  
  ***********************

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