All Phase Restoration

[redacted] I regret to hear that you are unsatisfied with portions of the process with All Phase I do appreciate you taking the time to provide feedback As a Company, we utilize feedback regularly to improve our process and services, so we appreciate the opportunity to improve I would like to address several key points in your feedback, and [redacted] take them in the order in which you stated them:1) I am surprised to read the comment about your deductible As a Company, we train regularly about this very topic and it is an expressed policy that we do not waive deductibles for roofing projects for a variety of reasons In a catastrophic event such as what hit [redacted] Colliins, literally dozens of non-local contractors arrive to try to seize upon the event They utilize a variety of tactics including door to door salesman, canvasers, mass mailing, etc (also tactics All Phase does not utilize, we do not come to your property unless we are invited) in which these promises are made Perception is reality, so I take you at your word that it happened and have already discussed the matter with the individual you mentioned If there is something that I can do that would further alleviate your concern over this issue, I am ***ing to listen.2) It does appear that there was a three week delay (June 30th to August 20th) between the time your property was initially inspected by ***, until contact was made with you again by *** I agree with you that this is not acceptable From August 20th for***, our electronic records of email and mobile phone show that communication was regular between yourself, ***, and [redacted] through the completion of the project at which point you sent an email thanking [redacted] and [redacted] as the new roof looked amazing and requesting the certificate for the Class IV shingle install, which was sent to you the same day.3) Finding cigarette butts in your gutter is also unacceptable All Phase does go through a vetting process with its sub-contractors prior to use, and they all sign a contract with our Company that outlines a series of basic requirements and service level expectations It is specifically written within our contract that smoking is not allowed at our Customer's property Thank you for making us aware of this issue, we [redacted] be addressing it with the sub-contractor immediately.4) The permit was obtained as required As you can imagine, the City of [redacted] experienced a massive surge in permit applications, and was not able to add additional resources to deal with the massive increase in volume This lead to significant, to week delays, in the issuance of the actual permit The City of [redacted] , therefore implemented a policy with local contractors via what is called a Trust Account If a local contractor with a Trust Account applied for a permit with money to pay for it in their Trust Account, the City would allow the contractor to proceed with work prior to processing the application and issuing the permit This allowed work to be performed prior to the winter months due to the long delay at the City We applied for your permit prior to starting work under our Trust Account with the City The permit was issued approximately weeks later on November 3rd.5) We did not include billing for your permit at the time of completing work for two reasons that you should have been educated on up front, but apparently was not, something I [redacted] also be addressing within our Roofing Division First, we did not bill at the time of completion because we did not know the cost of the permit The cost of the permit is not know until the date of issue by the City So in this case, we did not know that cost of the permit until November 3rd, when the permit was actually issued Second, we do not bill for the permit until your insurance carrier [redacted] pay for it Your carrier has certain expectations prior to approving payment for the permit: 1) They require the know cost, as we do, which is not established until the permit is issued; 2) They require the inspection be performed by the issuing entity and passed, prior to payment In this particular case, the inspection for the permit was performed and passed by the City on December 11th I do agree with you, that the invoicing for the permit should have occurred closer to the December 11th date rather than January, and that you should have been educated about this up front As above, if there is something that I can do to alleviate your frustration over this issue, I am more than ***ing to listen.My Regards [redacted] COOAll Phase Restoration

Complaint: [redacted] I am rejecting this response because:Technically I am not rejecting your response. I would like to say I never asked for the deductable to "go away", I did not even think this was an option, so it should have never been said, but pleaes know I did not in any way insinuate for this to be offered. I hope in the future your billing is more detailed, maybe on the invoice you could add a line "future billing for permit fee to follow", then its not a surprise months later. Regards, [redacted]

Complaint: [redacted]I am rejecting this response because:Technically I am not rejecting your response. I would like to say I never asked for the deductable to "go away", I did not even think this was an option, so it should have never been said, but pleaes know I did not in any way insinuate for this to be offered.  I hope in the future your billing is more detailed, maybe on the invoice you could add a line "future billing for permit fee to follow", then its not a surprise months later. Regards,[redacted]

[redacted]I regret to hear that you are unsatisfied with portions of the process with All Phase.  I do appreciate you taking the time to provide feedback.  As a Company, we utilize feedback regularly to improve our process and services, so we appreciate the opportunity to improve.  I...

would like to address several key points in your feedback, and [redacted] take them in the order in which you stated them:1) I am surprised to read the comment about your deductible.  As a Company, we train regularly about this very topic and it is an expressed policy that we do not waive deductibles for roofing projects for a variety of reasons.  In a catastrophic event such as what hit [redacted] Colliins, literally dozens of non-local contractors arrive to try to seize upon the event.  They utilize a variety of tactics including door to door salesman, canvasers, mass mailing, etc (also tactics All Phase does not utilize, we do not come to your property unless we are invited) in which these promises are made..  Perception is reality, so I take you at your word that it happened and have already discussed the matter with the individual you mentioned.  If there is something that I can do that would further alleviate your concern over this issue, I am [redacted]ing to listen.2) It does appear that there was a three week delay (June 30th to August 20th) between the time your property was initially inspected by [redacted], until contact was made with you again by [redacted].  I agree with you that this is not acceptable.  From August 20th for[redacted], our electronic records of email and mobile phone show that communication was regular between yourself, [redacted], and [redacted] through the completion of the project at which point you sent an email thanking [redacted] and [redacted] as the new roof looked amazing and requesting the certificate for the Class IV shingle install, which was sent to you the same day.3) Finding cigarette butts in your gutter is also unacceptable.  All Phase does go through a vetting process with its sub-contractors prior to use, and they all sign a contract with our Company that outlines a series of basic requirements and service level expectations.  It is specifically written within our contract that smoking is not allowed at our Customer's property.  Thank you for making us aware of this issue, we [redacted] be addressing it with the sub-contractor immediately.4) The permit was obtained as required.  As you can imagine, the City of [redacted] experienced a massive surge in permit applications, and was not able to add additional resources to deal with the massive increase in volume.  This lead to significant, 3 to 5 week delays, in the issuance of the actual permit.  The City of [redacted], therefore implemented a policy with local contractors via what is called a Trust Account.  If a local contractor with a Trust Account applied for a permit with money to pay for it in their Trust Account, the City would allow the contractor to proceed with work prior to processing the application and issuing the permit.  This allowed work to be performed prior to the winter months due to the long delay at the City.  We applied for your permit prior to starting work under our Trust Account with the City.  The permit was issued approximately 5 weeks later on November 3rd.5) We did not include billing for your permit at the time of completing work for two reasons that you should have been educated on up front, but apparently was not, something I [redacted] also be addressing within our Roofing Division.  First, we did not bill at the time of completion because we did not know the cost of the permit.  The cost of the permit is not know until the date of issue by the City.  So in this case, we did not know that cost of the permit until November 3rd, when the permit was actually issued.  Second, we do not bill for the permit until your insurance carrier [redacted] pay for it.  Your carrier has certain expectations prior to approving payment for the permit: 1) They require the know cost, as we do, which is not established until the permit is issued; 2) They require the inspection be performed by the issuing entity and passed, prior to payment.  In this particular case, the inspection for the permit was performed and passed by the City on December 11th.  I do agree with you, that the invoicing for the permit should have occurred closer to the December 11th date rather than January, and that you should have been educated about this up front.  As above, if there is something that I can do to alleviate your frustration over this issue, I am more than [redacted]ing to listen.My Regards[redacted]COOAll Phase Restoration