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:05/15/2025

  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 5/2/2025 a worker came to the home to replace a wax ring on the toilet and repair the floor around the toilet. He was there only a couple of hours, and I had to leave to go to my father's home because I have kids and we had no toilet. He texted me later and said someone would be back the following day to clean up under trailer (the home). When I returned to the trailer, the toilet and floor were not repaired. Actually, the entire floor was gone; you could see the ground beneath the trailer. No one ever came back. We were originally told the cost would be $2000.00. Now they are saying it will cost more, but won't give an estimate until they receive that original $2000.00. I am not paying $2000.00 to have them destroy my bathroom and leave me homeless. I have to stay with my father because I have kids and that is the only option I have. His home is not a healthy environment for me or the kids. I am disabled and have limited income and resources. This situation has caused tremendous pain and suffering for me and my children. I have been fighting with the company about this situation for two weeks and getting nowhere. they say they will come out on a certain date, and then they do not show up. I am in the process of finding a lawyer who will take this case with the idea that this scam of a company will pay the legal fees.

  

  Business Response

  Date: 05/19/2025

  Response to BBB Complaint:
  Dear Better Business Bureau,
  We are writing in response to the complaint submitted by ***** ******** regarding the work performed at **********************************************************************************************************
  Clarification of Contractual Relationship
  First and foremost, we must clarify that the contractual agreement for the services rendered was established with the homeownerShane Gorslenes mothernot with *** ******** himself. All authorizations for work, including approvals for inspection and necessary demolition, were provided directly by the homeowner.
  Scope of Work and Unforeseen Conditions
  The initial scope of work was to replace a wax ring on the toilet. However, upon beginning the job, our technician identified significant structural damage to the subfloor beneath the toilet. This included extensive microbial growth and signs of potential floor collapse, which presented a serious health and safety risk. These findings were not fully detectable during the initial visual inspection, and as such, the original estimate was based on the limited information available at that time.
  Once the extent of the damage was revealed during demolition (which was approved by the homeowner), the scope and cost of the work necessarily changed. These conditions warranted immediate attention to prevent further property degradation and personal risk.
  Response to Customer Concerns
  While we understand that this situation has caused stress and disruption to *** ******** and his family, we stand by the necessity and validity of the work that was completed up to this point. We are not in a position to offer financial credits or refunds for services rendered in good faith, particularly those addressing severe safety hazards.
  Resolution and Path Forward
  We are committed to finding a constructive path forward. To assist with the unexpected financial burden, we are prepared to offer financing options that can cover both the completed work and any subsequent repairs required to restore the bathroom to full functionality.
  We recognize the sensitivity of this matter and are open to further discussion with the homeowner to ensure that the remaining work is completed appropriately and in a financially manageable way.
  Sincerely,
  Allphase Restoration & Construction

• Initial Complaint

  Date:05/01/2025

  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.

  I am rejecting this response because: 
  

  Dear AllPhase Customer Support / Management,
  
  Per my understanding, I authorized necessary mitigation work under the assumption that the scope and cost would be consistent with industry standards and covered by my insurer, ***** ****. However, ***** **** has informed me that your invoicing significantly exceeds market value for the services provided, based on their evaluation through industry-standard cost estimators. As a result, they approved payment of $8,854.00, which they have already issued.
  The additional balance appears to reflect charges that were either excessive, not pre-approved, or not clearly disclosed prior to service. I did not receive a line-item estimate before the work began, nor did I agree to an open-ended billing arrangement. This practice may violate provisions of the Ohio Consumer Sales Practices Act (CSPA, ORC §1345), which prohibits suppliers from engaging in unconscionable, misleading, or deceptive business practices — including overcharging for services, failing to provide clear cost disclosures, and inflating charges after work is performed.
  Furthermore, pressuring customers to pay unsupported charges after insurance coverage has been exhausted may also constitute a deceptive collection practice under both the CSPA and federal Fair Debt Collection Practices Act (FDCPA).
  Given these concerns, I respectfully request:
  A full and itemized breakdown of the disputed charges
  Clarification on how the charges were calculated
  Written acknowledgment that you will not report this debt to any credit agency or initiate collections while this matter is under dispute
  I am prepared to escalate this issue to the Ohio Attorney General’s Consumer Protection Division, I have made a complaint on the Better Business Bureau, and am currently being advised by legal counsel to seek an independent adjuster to review the invoice and determine fair market value, regarding potential violations of state and federal consumer protection laws.
  I am still willing to resolve this amicably, and I encourage a review of the overage with the goal of reaching a fair resolution based on what is customary, reasonable, and properly documented.
  Please respond in writing by next Friday of this email

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

  

  Business Response

  Date: 05/12/2025

  Dear Better Business Bureau,
  We are writing in response to the complaint submitted by Mr. *********** ******* regarding services provided by Allphase Restoration in January 2025, related to water mitigation work performed following a basement flood.
  Nature of Work and Billing
  Allphase Restoration is a certified and authorized mitigation contractor that adheres to industry-standard billing protocols and practices, including the use of Xactimate pricing, which is widely accepted by insurance companies, including ***** ****. The verbal estimate discussed with Mr. ******* prior to work commencement was based on the information available at that time and was not a formal or binding quote. As communicated clearly to the customer before starting the work, actual costs could vary based on the scope of the damage and work required once mitigation began.
  Following completion of services, the final invoice totaled $11,666. This amount reflects the necessary and appropriate labor, materials, and equipment used to perform a professional mitigation under emergency conditions. The claim submitted to ***** **** was prepared based on detailed line-item documentation in accordance with standard insurance estimating practices.
  Insurance Coordination
  While we work with insurers to streamline claims for our clients, Allphase is not responsible for the internal calculations or payment decisions made by any insurance carrier. Our team provided all necessary documentation to ***** ****. If their internal review resulted in a lesser payment amount, it does not nullify the contractual obligation Mr. ******* holds for the full invoiced amount for services rendered.
  Mr. *******’s suggestion that Allphase should have "negotiated better" with the insurance company implies a misunderstanding of the roles involved. We advocate and assist in claim processing, but insurance settlements are ultimately between the policyholder and their insurer. Allphase has no authority over their reimbursement determinations.
  Communication and Conduct
  At no time did any Allphase representative act unprofessionally or attempt to "bully" the customer. Mr. ***** ****** spoke to Mr. ******* in good faith, with the goal of resolving confusion and encouraging the customer to discuss his concerns directly with his insurance provider. We remain willing to engage constructively with Mr. ******* to reach a fair resolution, but continued refusal to pay the balance without justification leaves us no choice but to pursue recovery through appropriate legal or collection channels.
  Desired Resolution
  Mr. ******* is seeking a billing adjustment of $2,811.96 based on ***** ****’s reduced reimbursement. However, we must reiterate that the work performed was necessary, documented, and appropriately billed. We are open to discussing a payment plan or other mutually agreeable resolution but cannot adjust the balance without legitimate cause.
  We trust this response clarifies our position and reaffirms our commitment to ethical service and customer transparency.
  Sincerely,
  Allphase Restoration Management Team

• 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.

  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

  
  

  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. 

• 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.

  [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,
  
  ******* *****ve 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. 

  

  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.

  [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,
  
  ****** *******eave 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. 

• 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.

  [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,
  
  ******* ****

  

  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: 10/14/2024

  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 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.