Complaints

This profile includes complaints for Allen Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Allen Service

  101 S Link Ln Fort Collins, CO 80524-2733

  
• 

  Allen Service

  1200 Diamond Cir Unit K Lafayette, CO 80026

  

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:06/24/2025

  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.

  Allen Services installed an on demand water heater system on March 8, 2025. City came to inspect installation & the installation failed inspection, I let Allen services know immediately while inspector was still here that the gas line is too small for the heater. That was 2 weeks ago & issues are still not fixed. We keep getting the run around & the hvac manager, **** keeps pushing this off on the Tech to deal with instead of overseeing this gets taken care of himself. They keep saying tgat they are waiting on Excel to get back to them.. The tech should have known upon installation that the gas line was too small (he has same spec book as inspector ) & informed us so we could have decided to put in a regular water heater. Now 3 Mos later our new water heater is not up to code.

  

  Business Response

  Date: 07/08/2025

  Thank you for bringing this to our attention. We sincerely apologize for the delay in resolving the installation issue with your on-demand water heater. Youre absolutely right, this should have been addressed more promptly and communicated more clearly.
  We want to confirm that the necessary repairs have now been completed, and we truly regret the time it took to get to this point. Your frustration is completely understandable, and were taking this situation seriously to ensure it doesnt happen again.
  We appreciate your patience throughout this process and thank you for the opportunity to make things right. If you have any further concerns, please dont hesitate to reach out at ************ were here to help..

• Initial Complaint

  Date:04/10/2025

  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.

  My 71 year old mothers water heater in her mobile home blew out and she needed a new water heater. She called for a quote from Allen Service and was quoted the amount in the attached bill. She contacted me to get credit card information to pay for the service since she does not have full access to her finances. My husband and I provide living expenses for her above and beyond her monthly expenses due to past financial issues. She had the water heater installed by using a credit card she'd previously taken a picture of. The card was declined but after the water heater was installed. When she gave me the bill, the cost of the water heater and install is listed as $3,853. My mom reported the service took less than 3hrs. I called Allen Service to get a break down of that lump sum amount and was told they don't have a break down but that it includes: service, parts, water heater, the city permit, etc. They stated they charge the same amount whether the install takes 3 hrs or 10 hours. At this time, I feel my elderly mother was taken advantage of financially and she did not have approval to pay a very large sum of money for a water heater.

  

  Business Response

  Date: 04/11/2025

  Thank you for bringing this to our attention. We take all customer feedback seriously and want to address the situation as clearly and respectfully as possible.
  First, we want to express that we were not made aware of any personal or financial arrangements between the client and her family members. Until after the work was complete, our agreement and communication were directly with the client, who contacted us, reviewed the quote, and approved the total cost, including all parts, labor, permit fees, and equipment, prior to the work being started.
  We have attached a copy of the signed agreement, which reflects the client's acknowledgment and approval of both the scope of work and the cost. No surprise charges were added after the work was completed.
  To clarify further, this project involved a team of two technicians and required over eight hours to complete. This included the removal and replacement of the water heater, all necessary adjustments to meet current code, and ensuring everything was disposed of and safely installed.
  While we understand and respect the concerns raised by the family, we do want to note that, as of this time, the invoice for the completed work remains unpaid. We kindly ask that the client's daughter contact our *************************** at ************. We're committed to treating every customer with fairness and transparency and are more than willing to discuss any concerns to help bring clarity to the situation..

• Initial Complaint

  Date:10/25/2024

  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 purchased a furnace and air conditioner from Allen Service and it was installed 9/7/22. On 11/22/22 the furnace stopped working. They fixed it and said they were having problems with the manufacturer of the parts that failed. The furnace failed two more times (11/20/23 and 11/17/24) with the same parts failing. Allen Service provides a 1 yr-money back guarantee and a 3-year lemon guarantee but they have refused to honor those. I spoke with the salesperson the first year and multiple HVAC technicians each time it failed about them honoring these guarantees. I wanted my money back. The technicians would tell me they would talk with their supervisors and get back to me and they never did. This last time it failed (January) I was out of town taking care of my mother and had to fly back because it was during a cold snap and I had to deal with pipes that were frozen throughout the house. They told me they would install a different thermostat so I could monitor it when I was out of town. They brought me a sensor (not a thermostat) and the sensor never worked. Weeks go by and I hear nothing. That is has been the story of working with this company. They come out and then you hear nothing, there is no follow through. I made multiple calls this fall and they finally connected me to ********. She sent a senior HVAC technician to check things and he said he was going to speak with the manufacturer and get back to me the next day. Once again I heard nothing. I called him on 9/24 and he said he hadn't heard from the manufacturer. I told him I wanted him to talk with his supervisor, "That I was done and wanted a refund." ******** called me the next day after speaking with the technician. I told her the same thing. She said she would talk with her supervisors and get back to me. When I asked her when I could expect to get a response she said to give them 10 business days (which would have been October 10). It is October 25 and I still have heard nothing.

  Customer Answer

  Date: 10/26/2024

  I emailed yesterday right after I finished submitting the claim about a date that I typed wrong in the complaint I filed.  I am copying the information here:

  
  ***** Craig <*********************************>
  Fri, Oct 25, 2:13?PM (21 hours ago)
  
  to disputes
  
  I just filed a complaint and I noticed an error on one of the dates. The claim was filed against Allen Service, *******************, CO.  My name is ***** *****, ***************** *******************, ***
  My telephone number is ************.
  
  
  In the narrative it says "The furnace failed two more times (11/20/23 and 11/17/24).  The last date should be 1/17/24.  
  
  
  Thank you.
  ***** *****

  

  Business Response

  Date: 10/29/2024

  
  Thank you for bringing this to our attention and speaking with me. We understand that an apology may not change the situation, but we apologize with genuine sincerity. We are putting together the documents you requested and should have them before the week's end. We appreciate your patience and understanding.

  

  Business Response

  Date: 11/01/2024

  Hello *****,
  Thank you for speaking with me. This email follows up on our conversation outlining our warranty guidelines and offers.
  Allen's lemon guarantee for furnace failures not related to the heat exchanger is:
  3-Year Performance Guarantee
  If up to (3) three years after the original installation date, your New
  Home Comfort System fails to function properly (due to problems
  with the purchased equipment and/or problems with Allen Services
  installation of the New Home Comfort System) after reasonable repair
  attempts by Allen Service per *********** standards, the problems
  with the New Home Comfort System and/or installation are not able
  to be corrected, Allen Service will replace the purchased New Home
  Comfort System with a new system of equal value absolutely free.
  Your system does not qualify for the following reasons:
  All repairs were conducted promptly.
  Your system is currently functioning as intended.
  We take full responsibility for the inadequate follow-through and communication following the repair of your furnace. Due to these shortcomings, we would like to propose the following resolution:
  Option One
  We will replace your furnace with a StyleCrest Model Revolv MG1E-070B at no cost. This includes a 10-year parts and labor warranty through Allen Service and a 10-year parts warranty from the manufacturer from the date of installation.
  Option Two
  While our warranty does not provide for any form of refund or compensation, we are prepared to offer the following option.
  You will receive a refund of $3,195.00. You can keep the furnace and all warranties.

  I attached our warranty guidelines for your review
  
  Please let us know how you would like to move forward.  Information...

  Customer Answer

  Date: 11/05/2024

  Complaint: 22474834
  
  I am rejecting this response because of the following reasons:

  After my furnace was installed, it failed three times in 16 months. Allen said they would install a wireless programmable thermostat last spring so I would be able to check to make sure the furnace was working when I am not home. I am frequently out of state taking care of my 87-year-old mom. The last time it failed I had to fly home to deal with frozen pipes. When ******** reached out last Monday, she said Allen would complete that work. I am requesting that this work be completed (as promised) regardless of which Option I agree to. Also, Option Two is very low considering I have only had the furnace two years and there is a 10-year warranty.  A prorated refund would be about $5120 (not their offer of $3195), therefore I am requesting $5120 for Option Two.  
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 11/07/2024

  Thank you for your response.  As clearly stated in our warranty agreement, we do not provide refunds for systems that encounter issues. Instead, we offer replacements if repairs are deemed impractical. Your system is operating as expected and does not meet the criteria to qualify for warranty. However, we value you and wanted to extend these options to acknowledge the inconvenience you've experienced. The options are final, and we cannot grant your request for a refund of $5,120.
  
  Once we know how you want to proceed with your furnace, we will honor installing a thermostat.

   

  Thank you.

  Customer Answer

  Date: 11/08/2024

  Complaint: 22474834
  
  This was the first response from Allen Service regarding the warranties.  I responded to their second request with a rejection for the reasons I gave earlier.  This would be the same.  
  
  Regards,
  
  ***** *****

  Customer Answer

  Date: 11/13/2024

  from: ***** ***** <*********************************>
  to: Better Business Bureau <*************************************************************************>
  date: Nov 13, 2024, 4:49 PM
  subject: Re: You have a New Message from BBB Regarding Complaint #********
  
  I have attached copies of the repair invoices I would like to have included as part of my claim record.  These are for the following dates 11/16/22 and 11/22/22, 11/20/23, and 1/17/24.  
  
  I am unclear from the most recent response from Allen Service if the installation of the wireless thermostat is included for both Option 1 and Option 2.
  I would like to find out if that will be installed with both options.
  
  Thank you.
  ***** *****
  Claim #********

  

  Business Response

  Date: 11/14/2024

  Good afternoon, 
  

  We will honor the agreement to install a Wi-Fi thermostat, with either Option 1 or Option 2.
  
  Please let us know how you would like to proceed or if you have any further questions.

  Thank you 

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and I would like to proceed with Option 2. 
  
  ***** Craig 

• Initial Complaint

  Date:04/16/2024

  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.

  Called for service due to failed water line pressure regulator with critical high house water pressure and leaks. Was given appointment for same day. By 1800 that day, still no service or any calls explaining whether they were still coming that day. Tried online chat and phone calls with no response. No return call that day. Heard back at 0830 the next day. Agreed to new service time and discount price due to difficulties so far. Technician arrived and was great. Confirmed water line pressure at 135 and leaks. Did not know about agreed discounted price. He called office and they would not honor the agreed on discount. Asked technician to leave. I called office and they would still not honor agree discount. Despite recorded evidence of prior calls, I was told that the office staff must have been "confused". Now having an honest reputable plumbing service come out before my house water lines blow out. This was the absolute worst customer ********************** that I have ever encountered. They would not honor a promised price despite recorded evidence. All that I am asking is for them to honor what they agreed on.

  

  Business Response

  Date: 04/16/2024

  Hello *****,  We are very sorry you had this experience. As a reliable service provider, we understand the importance of keeping our clients informed prior to our arrival. We regret that we failed to communicate effectively in this instance. We genuinely appreciate your feedback, and admit that we should have handled the situation differently.. As a gesture of goodwill, we discounted the initial quote of $792 to $400 after you accepted our proposal. We worked hard to complete the job on the same day to minimize any inconvenience caused to you. We assure you that we have learned from this experience and will use it to improve our service. We apologize again for any inconvenience. 

  Customer Answer

  Date: 04/18/2024

  Complaint: 21583433
  
  I am rejecting this response because:

  I appreciate the response by Allen Service of ******************* but do no accept it and remain a very dissatisfied customer.  The amount of effort required to get a simple yet critical repair due to critical water pressure with leaks was excessive and required three tries by Allen.  Once the technician performed the repair, it took less than 30 minutes of labor time.  In the mean time between the three attempts, I missed the opportunity to have another respected local service provider perform the service at an agreed upon reasonable price.  The issue which remains unresolved was the final price previously quoted and agreed upon by multiple office staff.  I agree that they provided the discount to $400.00.  However, that was still far above the confirmed price that they provided.  Allen Service refuses to honor the original price.  If they would do that, I would not be notifying the Better Business Bureau.

  I have since spoken with a friend and neighbor who provides similar services.  He confirmed that he receives a large amount of secondary business from dissatisfied customers of Allen Service due to similar issues.  Thus, I will never consider using Allen Service in the future.  My BBB rating for Allen Service would be F-.  Given the circumstances, I will also plan on informing all of my family, friends, neighbors, HOA members, and social media contacts not to use Allen Service as well.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/18/2024

  We appreciate your feedback regarding the matter, and we take all feedback seriously to ensure we deliver the best service to our clients. We regret not updating you about running late during the estimated window of time. However, we did offer to send a technician later that afternoon without an Emergency Service fee. You opted to schedule the following day, we contacted you the following morning to schedule the job. We understand you were upset, and we offered to waive the service fee, which is the standard cost to evaluate the problem and provide repair options (excluding parts and labor). When our scheduler contacted you to send the technician, you asked about the service fee, and she agreed to waive it. We apologize for any miscommunication in this regard. To make up for the misunderstanding, we discounted the job as much as possible and adjusted our schedule to accommodate your request. You accepted the repair at $400, and we completed the job on the same day at the agreed-upon price if you did not agree we would not have completed the job. We appreciate your feedback.  

  Customer Answer

  Date: 04/18/2024

  Complaint: 21583433
  
  I am rejecting this response because:

  Nothing more to say.  Allen Service failed to keep scheduled appointments and then failed to honor pricing.  Customer ********************** support was non-existent.  Allen Service obviously does not care about customer satisfaction or customer retention.  I would recommend that anyone reading this BBB report not use Allen Service.  I certainly never will call them again!
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 04/19/2024

  As usual, BBB was absolutely no help in any resolution of this problem.  They totally gave in to the business owner and stated that the business addressed the issues raised when they actually did not.  Once again, BBB is just a front to help protect business owners and not actually represent consumers.  I have lost all faith in the BBB and will never use it again.

   

• Initial Complaint

  Date:01/16/2024

  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.

  On Dec.29, 2023 Allen service came to my home to "inspect" my furnace. They put a camera in and said that I needed $1.600 worth of work which included replacement of a $917 part which the claimed was cracked. Their estimate said that it was urgent. Another company came out for a 2nd opinion. They took the part out and completely inspected it and said there was absoutly nothing wrong with it. I am a 69 year old woman and feel that Allen Service tried to scam me.

  

  Business Response

  Date: 01/16/2024

  I'm sorry to hear that your experience with our company didn't meet your expectations. As a team, we understand how frustrating it can be to have issues with your system, and we apologize for any miscommunication. Your satisfaction is of utmost importance to us,  so we have processed a refund of $27.00 back to your billed card. Please know that We stand behind our diagnosis of your system and have attached pictures as well as the available options that were provided to you. You can see the cracked inducer and the damage it is causing. To ensure the longevity of your system, we suggest having a licensed contractor fix it for you.
  Thank you for your feedback. 
  
  
  

  Customer Answer

  Date: 01/17/2024

  Please tell me which picture has the cracked indicer.  
  ********* took out the unducer, inspected it and said that there were no cracks.

  Customer Answer

  Date: 01/18/2024

  They haven't answered my question about which photo has the crack and where is the crack on the photo.

  Thanks

  

  Business Response

  Date: 01/19/2024

  I have attached the image showing the crack/hole in the inducer. We have also refunded the money back to the clients account

  Customer Answer

  Date: 01/30/2024

  The copany refunded $27.  This did not make up for lost time and distress. Again, 2 tech's took out hte inducer and there were no holes.  

• Initial Complaint

  Date:07/07/2023

  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.

  In June of 2022, we contacted Allen service as our pipes had clogged and caused a backup in the basement of our home, causing major damage to my 10 year old daughters room. They told us it was caused by roots in the pipes outside our home that relining our outside pipe would solve the issue. 22 thousand dollars out of pocket later. As the project ends, they promise I will receive a final video , receipt, and warranty information . This never happens. Fast forward 8 months, and a backup happened again, flooding my 10 year old daughters room with urine and f**** , again.We call Allen service, and with our preferred customer, they can come over 24 plus hours later and charge us almost 600 dollars to unclog the pipe. At this time, they promised that the excavation supervisor would call to come out and do a video to discuss options. This never happened.3 months later, and it happens again! The same issue they promised to fix for 22 thousand dollars in June of 2022! This time, they don't charge us based on the warranty from the last visit. They unclog the pipe, and it is outside the house . They promise that the excavation supervisor would call and come out to do a video consult again, but of course, they never call .A week later, I call them asking to cancel my preferred customer and they say , " we will make note on the file about canceling preferred customer " and have a manager call, again this Never happens. They didn't cancel as requested or have a supervisor call , again.

  

  Business Response

  Date: 07/10/2023

  Thank you for taking the time to speak with us and  bring this to our attention.  As a company, we are committed to providing excellent customer ********************** and high-quality workmanship. Unfortunately, we fell short of this in your case and we sincerely apologize for our poor communication and workmanship.  Please know that we're committed to making things right for you. After our conversation, we sent our supervisor to inspect the line and discovered that the liner was missing from the home to the cleanout.To quickly resolve the issue, we sent a professional to your home to jet the lines and remove any roots causing the backup. We are currently working on a solution to complete the lining from the house to the cleanout. Rest assured, that we're taking all necessary measures to prevent a recurrence.
   Our goal now is to regain your trust: but we understand we have to earn it. We have not lived up to the standards we set for ourselves and  we are truly sorry. If you have any questions, please call ******** direct at ************.
  Thank you 

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I appreciate the timely follow up and service. 
  
  Regards,
  
  ****************

  Customer Answer

  Date: 08/09/2023

  from: Jason Hobby <[email protected]>
  to: Better Business Bureau <[email protected]>
  date: Aug 9, 2023, 3:19 PM
  subject: Re: You have a New Message from BBB Regarding Complaint #20286574
  
  
  Hello,
  
  I spoke with Marcy today and would like to reopen the claim. I have been waiting for any communication from Allen service for over a month now. They have not followed through on any of the promises made in the bbb response other than having someone come out and jet the line and confirm that their job was uncompleted.
  
  I called and left a message with Danielle on 8/7 , exactly one month since last speaking with her , no response. 
  
  I called again on 8/8 and left another voicemail,  again , no call back or response. 
  
  Thank you for your help and we just want them to complete the work as promised , correctly and to communicate . 
  
  Thanks again for your help,
  Jason Hobby
  

  
  

  

  Business Response

  Date: 08/10/2023

  Good morning,

  I apologize for the delay in returning your call I have been out of the office until today. We have every intention to make this right for you.  Let me get status from the team and I will give you a call by the end of this week. 

  Customer Answer

  Date: 08/22/2023

  A resolution has been found but the woek still has not been scheduled or completed and as such, considering the history over the last year, I do not want to close this complaint until the woek is completed.

  

  Business Response

  Date: 08/22/2023

  We apologize for the time this has taken because of the scale of work to be preformed before scheduling we need to be sure lines up . We apologize for the delay and frustration caused and assure you that it will be corrected soon. Thank you for your patience

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Work has been scheduled and completed. 
  
  
  
  Regards,
  
  
  
  Jason Hobby

• Initial Complaint

  Date:06/20/2023

  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.

  On Feb 28, 2023 two employees of Allen Service replaced the kitchen sink and removed garbage disposal. After they left I noticed that the countertop that was cut to install the sink was damaged. There were chunks missing and chips ready to break off. None of this was mentioned by the workers. I called Allen right away to report this. The next day another employee inspected the damaged and agreed that there was damage. He also returned in a few days to measure. He said that the countertops were ruined and most likely backsplash would have to be removed. A week or so later a representative from Servicemaster visited to measure and give an estimate. Since that time I have heard multiple excuses ie. the claim went to the wrong insurance company or hes in a meeting when I called manager *****************************. This whole issue has really tried my patience as well as disrupted the use of my kitchen.

  

  Business Response

  Date: 07/03/2023

  Thank you for sharing your thoughts with us. Our company always strives to deliver the best possible service and to ensure that our customers are satisfied. Unfortunately, we fell short in this case and we apologize for any inconvenience we may have caused. Because of the extent of the damage, we had to involve our insurance provider. When a claim is filed, they take control of the process. Our main priority right now is to resolve this situation as soon as possible. We have taken all necessary steps to escalate the replacement and keep you informed every step of the way. We understand your frustration and we are sorry for any delay in having the countertops replaced. Rest assured, we are taking full responsibility for this and the replacement will be completed. If you have any questions, please feel free to contact ******** directly at ************.

  Customer Answer

  Date: 07/17/2023

  from: *************************** <************************>
  to: *****************************************
  date: Jul 17, 2023, 11:29 AM
  subject: Allen Services

  I am still waiting for resolution to this complaint.

  

  Business Response

  Date: 07/17/2023

  We take full responsibility for the damages made and are covering the cost to replace the countertops. Unfortunately, we do not replace countertops and are relying on our insurance company and a contractor to complete the claim.   We will be checking in with the client periodically to monitor progress until the work is complete.

  

  Business Response

  Date: 07/28/2023

  Our contractor has been out to measure the countertops and backsplash. Client is meeting with them soon to choose materials. 

  Customer Answer

  Date: 07/31/2023

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

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service 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 called Allen as they have been my providers for years. Needed to have control knobs put on finished tub/shower installation. BTW-I am an Allen preferred customer !. They came as promised ,spent over an hour here and wasted much time -quoted me 740 ( unconscionable) . Work was done by another plumber in an hour! I have called twice in 2 weeks to discuss my anger with a manager and although promised a return call from the person who was to address the issue have NEVER heard a word from them!!! I believe they are engaging in deceptive trade practices in our state .

  

  Business Response

  Date: 04/21/2023

  I would like to express our never-ending gratitude for
  your continued support. We apologize for our communication errors and the frustration it caused.  Thank you for  taking the time to speak with me today to come to a resolution. I appreciate you time and willingness to work with us on this misunderstanding.  Please let me know if I can be of any further assistance. Thank you for choosing Allen Service. 
  

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service 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.

  8/22/2022 and 8/23/2022
  $575.00
  
  Noticed backup by drain between furnace and hot water tank late Sunday August 21, 2022
  Waited to call until Monday morning to call due to weekend/after hours situation
  Called several plumbing places in area Allen's had the first appointment time available
  1st gentleman that came out had covers on his shoes but walked through the standing water and then into my carpeted sewing room
  Said was not condensation tubing from AC and said rooting people would not be able to come until later which they did that day young polite man with trainee /21 yo Brought his equipment down to the basement and rooting but was unable to clear clog thru there suggested cleanout in basement which I did not want more dirty sewer water on personal items there so chose to have him pull a stool upstairs. They chose the guest bathroom instead of master stating all the pipes connect. Was told they got it unclogged and person with camera would come next day to video the pipes. He came was here less than 10 minutes and said it was still clogged and I had broken pipes or shifted pipes/did not video tape to substantiate.
  Suggested a power wash for $1365.00 or if pipes needed to be replaced $22,000.
  Being very upset, I called another plumber who could come out the next day. They put a camera down cleanout on from patio to street/city main which was clear. Opened same cleanout other man had done day before again stating it was still clogged. Suggested rooting again and possible wash/not power wash
  Was able to clear remainer of clog with rooting /no need for washing. All was clear and was video taped.
  
  Feel Allen took advantage of an elderly widow woman scaring me with what they said the problems were and estimated costs /none of which was videoed .
  I stopped payment on check to Allen's service and asked to speak with supervisor . As of now , 2 days after calling I have not received a return call.
  I am willing to pay Allen half of their charges since I feel

  

  Business Response

  Date: 09/01/2022

  I would like to apologize for the frustration this has caused. Thank you for taking the time to speak with me to come to a resolution to your concern. We will credit half of the charge for this visit we hope this is fair for you.  Going forward, your feedback will help us to take steps to ensure that this situation does not happen again. For starters, we are hosting additional training sessions to ensure we provide all options discussed in writing, review the camera footage with our clients, and provide video when requested.
  Our sincerest apologies, we hope to resolve this and regain your trust. I look forward to speaking with you again.