All Phase Restoration Denver LLC

Complaint: [redacted] I am rejecting this response because: The complaint is not about the satisfaction of work completedRather, it is about the money I am being overchargedThe vanity replacement cost was included in the final charges the final charges from All PhaseThe insurance company sent me the check and I purchased what I wantedI should not be paying All Phase for the vanity and they should not be collecting payment from meAll of the charges linked to the vanity should not be charged eitherThe bedroom baseboards were given to me for free by [redacted] as a gesture of customer satisfactionAll charges related to the bedroom baseboards should not be collected from me or the insurance companyThe carpet squares should not be charged to me or the insurance company because I paid for carpet instead ($1700)I agreed to a payment plan and I am payingThe paneling in the foyer should not be charged to me or the insurance company because new paneling was not installed.I am disputing charges that All Phase is trying to charge me and the insurance companyThe insurance company gave me two check; one for approximately $which was spent on the pedal stool sink, toilet, and medicine cabinetThe only charges from all Phase should be related to installI did comment on the two coats of paint and stated it was too late to do the second based on the fact that everything was already finishedI did expect the charges to be fixed by the last individual I spoke with and with whom I signed the paperwork for completionAt NO time were the final charges discussed with meI signed for completion not for accuracy of charges, which now I see are fraudulentI want a fair shakeI want the lies to stopI am NOT disputing completion satisfactionI AM disputing the charges that were never taken off the bill correctly in the first placeI blame [redacted] and [redacted] and the last person who came to the house to get my signature of completionI was mislead, lied too...I have know idea how such a company who was referred by my insurance company can take advantage and hide behind a signature on a piece of paper that said I was satisfied with the work and then go on to say that I was fully aware of the charges especially when I did notice I was being charged for something I didn't receive and someone at All phase not following through.FAKE FAKE FAKE........DONT TRUST SOMEONES VERBAL COMMITMENT...THAT IS WHAT I DID Sincerely, [redacted]

On April our project manager sat with [redacted] for 2+ hours reviewing the entire scope and work completedIt was after this meeting did Ms [redacted] execute the certificate of completionIn addition, she subsequently agreed to a payment plan based on that scope and price when she encountered financial issuesOur project manager is the only All Phase representative with first-hand knowledge of this project, and she assures us the scope was completed, Ms [redacted] agreed to all work as completed and satisfactoryThe only other possibility I can see is Ms [redacted] is reviewing an older estimate (she did execute several changes to the original scope) and feels she is referencing the wrong estimate for what she is being chargedWe will review the paperwork again to verify her final invoice is accurate and billed accordinglyOtherwise, I see no explanation for why she signed the certificate of completion after reviewing the work and estimate for hoursOur project manager did say Ms [redacted] seemed to have a very difficult time understanding the scope and she had to explain the processes several times

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

We have reviewed the *** project and documentation and find no merit to the complaintThe original project manager assigned to her project left employment with All Phase as the project was near completionThe new project manager assigned, Amie Moore, completed the entire scope and on April
sat with Ms*** for two hours in her own reviewing the entire scope and change orders before receiving the attached certificate of completion, executed by *** ***Later, Ms*** informed All Phase of issues involving her employment and an injury to her pet, she made arrangements with our office to go on a payment plan (agreement attached)While we regret the performance by her original project manager, we are confident the completed project was done professionally and in its entiretyWe have a very large amount of documentation related to the claim in the form of email transmissions, change orders and phone conversation logs that can be reviewed to support our position, however, due to the quantity this would likely have to be done in person and with a computer logged in to our company serverHappy to do so if you feel it necessary to reach resolutionThank you

All Phase was contracted by *** HOA, not the homeownerAppropriately we invoiced the HOA after working with their insurance carrier for an acceptable scope of workThis is important in understanding no invoicing was provided to the homeowner nor any disputed amounts of this claim be provided
to the homeownerAs for the billing details there ARE errorsThe original estimate that matches the invoice was not adjusted prior to reviewing completed workThe abatement contractor used by All Phase did not remove acoustic texture in two rooms that originally were scoped to be removedIn his judgment the ceilings could be cleaned, but this is incorrectSoot covered acoustic ceilings require removal in this situationWe have engaged the subcontractor to return and execute removal of the main level acoustic textureThese efforts will be coordinated with the HOA and unit ownerAdditional items that were incorrectly invoiced (trim removal, carpet/pad in basement) have been removedQuantities of basement size are correctIt is believed the resident is looking at surface quantities of floor, ceiling and walls in the basementAdditions to the final invoice for removal of the furnace, CAT carpet and pad on the main level, and additional air scrubbers required during abatement as calculated by the asbestos supervisor have been added to the final invoice for insurance reviewThe net change is a slight increase in costAll Phase will work with the HOA carrier for full coverage of these itemsAll abatement work to date was properly permitted by CDPHE and cleared by a certified AMSWork done was conducted on sampling and recommendations provided by ** ***, certified to complete such activities

All Phase was contacted after hours to respond to a property needing emergency board up/security servicesAll Phase does not provide cost quotes over the phone as it is impossible to do so site unseenWe also do not dispatch estimators after hoursOur after hours services are limited to emergency
services onlyWhen asked about after hours fees our staff is trained to advise the after hours dispatch fee is $and all additional services are charged at time and material ratesAll rates are provided by an independent restoration services company called ***99% of all restoration companies and insurance carriers operate off *** pricingThis pricing is adjusted monthly following research into market conditions done exclusively by ***We do not control the pricing parameters, and we do not have two separate pricing lists for insurance carriers and homeownersCharging the insurance carrier more than a homeowner would be insurance fraud as well as unethical, to the contrary of the client's complaintThe dispatch fee is to get the technicians to return to the office and retrieve our emergency service vehicles, pre-loaded with materials and equipment typically needed for these requestsAs previously stated, time and material expenses are then collected and invoiced accordingly. We tried to explain this to the property owner, however when doing so the property owner would loudly repeat "blah blah blah" over the phone while our office manager was talking. We have reviewed our rate and material sheets completed the night in question and they do not match her statement of crews being on site only hoursAccordingly to records completed, the staff was on site three hours completing board up services and glass clean upThe staff then returned to our office and clocked back out. Time and material charges are inclusive of portal to portal since after hours staff is paid immediately upon clocking in and out at the officeThe staff is also paid a flat fee to come to the office after hoursIn the interest of appeasing the property owner we will adjust one hour from each technician's billing, making the final invoice $In agreement of this, the homeowner was agree to immediately cease making and inflammatory comments and reviews on sites such as ***, etc

On April 4 our project manager sat with [redacted] for 2+ hours reviewing the entire scope and work completed. It was after this meeting did Ms. [redacted] execute the certificate of completion. In addition, she subsequently agreed to a payment plan based on that scope and price when she encountered financial issues. Our project manager is the only All Phase representative with first-hand knowledge of this project, and she assures us the scope was completed, Ms. [redacted] agreed to all work as completed and satisfactory. The only other possibility I can see is Ms. [redacted] is reviewing an older estimate (she did execute several changes to the original scope) and feels she is referencing the wrong estimate for what she is being charged. We will review the paperwork again to verify her final invoice is accurate and billed accordingly. Otherwise, I see no explanation for why she signed the certificate of completion after reviewing the work and estimate for 2 hours. Our project manager did say Ms. [redacted] seemed to have a very difficult time understanding the scope and she had to explain the processes several times.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The complaint is not about the satisfaction of work completed. Rather, it is about the money I am being overcharged. The vanity replacement cost was included in the final charges the final charges from All Phase. The insurance company sent me the check and I purchased what I wanted. I should not be paying All Phase for the vanity and they should not be collecting payment from me. All of the charges linked to the vanity should not be charged either. The bedroom baseboards were given to me for free by [redacted] as a gesture of customer satisfaction. All charges related to the bedroom baseboards should not be collected from me or the insurance company. The carpet squares should not be charged to me or the insurance company because I paid for carpet instead ($1700). I agreed to a payment plan and I am paying. The paneling in the foyer should not be charged to me or the insurance company because new paneling was not installed.I am disputing charges that All Phase is trying to charge me and the insurance company. The insurance company gave me two check; one for approximately $500 which was spent on the pedal stool sink, toilet, and medicine cabinet. The only charges from all Phase should be related to install. I did comment on the two coats of paint and stated it was too late to do the second based on the fact that everything was already finished. I did expect the charges to be fixed by the last individual I spoke with and with whom I signed the paperwork for completion. At NO time were the final charges discussed with me. I signed for completion not for accuracy of charges, which now I see are fraudulent. I want a fair shake. I want the lies to stop. I am NOT disputing completion satisfaction. I AM disputing the charges that were never taken off the bill correctly in the first place. I blame [redacted] and [redacted] and the last person who came to the house to get my signature of completion. I was mislead, lied too...I have know idea how such a company who was referred by my insurance company can take advantage and hide behind a signature on a piece of paper that said I was satisfied with the work and then go on to say that I was fully aware of the charges especially when I did notice I was being charged for something I didn't receive and someone at All phase not following through.FAKE FAKE FAKE........DONT TRUST SOMEONES VERBAL COMMITMENT...THAT IS WHAT I DID...
Sincerely,
[redacted]

Initial Business Response /[redacted]/
I called the homeowner on Thursday, 7/2 to discuss her concerns, however was only able to leave a voice message. In reviewing her file, it appears her residence flooded repeatedly over the course of the original drying assignment dated 5/28 and...

the date the homeowner decided to have us pull all equipment due to the continuous water migration to her crawl space on 6/8. This is an unfortunate situation in the homeowner engaged All Phase to mitigate water damage from heavy rains of late [redacted]. However, after water was extracted and equipment staged to dry the environment, the area flooded again multiple times due to additional heavy rain. We extracted water from the area on multiple occasions and had to replace the damaged equipment that was submerged on one of the repeat events. In the end the homeowner is paying for a service that unfortunately did little to change her situation as the area continues to flood with our unusual heavy moisture this spring/summer. We will make efforts to reconcile an acceptable invoice with the homeowner and advise of the agreement once achieved.