North West Restoration FSWW

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] A request for a breakdown of work done has never been received, in regards to work being finished is untrue and we have not been contacted about the work of things that have not been addressedIn regards to checks being cashed is not entirely true when the attempt to get the check cashed or put into NWR name to give them the bank said no and gave a packet for our insurance agent and NWR to go over and go through the check list so the bank could be satisfied that the home had not lost any valueWe have never heard back from NWR about anything and are still waiting on our insurance agent to get back to us about how to pursue these matters

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] We have lost all faith in NWR we have received d to many adjusted statements and do not trust them any longer the bookkeeper was told by the HO that they and the insurance agent needed to get together to go over work done and be signed off onTheir were charges that were listed that they say they performed which they did not do To top things off I received a bill weeks ago with one final cost and the itemized packet I just received is a totally different amount than my last bill and that is disturbing

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

On 3/19/at 10:amNWR meet with MrHO in an attempt to finalize any concerns that the HO hadAt that time The HO didn't like the hardwood floor finish, even though it had been redone twiceThe hardwood restorer stated that that was as good as the floor was going to getAt that time NWR decided to credit the hardwood refinishing in an effort for things to come to a closeOn March 27, NWR installed and painted the baseboard that went on top of the hardwood floorAt the meeting on 3/19/there was a list of items that Mrwanted completed, those were the baseboard some receptacle cover and pick up some material from the garageAt the completion of those items Mragreed that the job would be completeThose items were completed on 3/27/If Mrswould like everything completed there will be additional chargesThe HOs have had insurance checks for more than months, tat should be more than ample time to have the mortgage company sign checksNWRs book keeper has asked the HO if they needed any assistance with working with the mortgage company, HO said noAs I stated in the last letter another itemize billing will be going out if it has not already

North West Restoration is only billing for work completedAll items have been gone over numerous timesAny items that NWR did not complete were at the request of the home owner and have been creditedNWR will send another break down of items being billed forAs of today the HO owes NWR a total
of $24,The HO have received numerous checks from the insurance company, some of which, NWR has been told, have been cashed even though NWR was on the check as well as the HONWR will be looking into this furtherNWR has also filed a lien and is intending to pursue what ever means possible to collect

This is an acceptable resolution for me if it is in turn accepted by NW RestorationIf we do not have complete resolution of the issue by this Thursday 9/we will be filing in small claims court for the return promised to us last week and will also include filing fees and any lost wages
that it will take to go to court and mitigate the situation and will also forward all correspondence regarding this matter to our homeowners insurance company, as well as other homeowners insurance companies so they can decide whether or not to use NW Restoration in the future for their clients Thank you for attempting to help us resolve this

"First w'ed like to thank your employees for the hard work and dedication towards the end of the home renovation process to attempt to make the situation right. Cal, Tom, and Chris were great." That is the opening statement we received from the HO when the job was complete. The HO had planned on doing some of the repairs themselves from the very beginning of the project, replacing of base, vanities, painting, and replacing of wood flooring, which North West Restoration purchased for the HO. And yes NWR did use a part of a box. The problem came with the subcontractor that installed the tile in the kitchen. After all the appliances were installed and the kitchen was put back together, the HO noticed the grout was starting to crack. After many band aided attempts from the subcontractor North West Restoration decided to remove and replace the kitchen tile floor at our expense. That did include demo, repurchasing the tile, backer board, thinset, and grout.With removal and install that came to somewhere between $5,000 - $6500. Which I'm sure North West Restoration will never recoup, all in the nature of customer service. The HO has been credited for any and all work they elected to do themselves,. Plus their $1000 deductible. Not sure NWR would have credited the $1000 had we known about the complaint. North West had already agreed to credits and deductible prior to the complaint being filed, so we will stand with that. As soon as NWR notified of a resolution from the Revdex.com, the HO is more than welcome to come in and sign the insurance check and receive their credit check.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]We have lost all faith in NWR we have received d to many adjusted statements and do not trust them any longer the bookkeeper was told by the HO that they and the insurance agent needed to get together to go over work done and be signed off on. Their were charges that were listed that they say they performed which they did not do.  To top things off I received a bill 2 weeks ago with one final cost and the itemized packet I just received is a totally different amount than my last bill and that is disturbing.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] A request for a breakdown of work done has never been received, in regards to work being finished is untrue and we have not been contacted about the work of things that have not been addressed. In regards to checks being cashed is not entirely true when the attempt to get the check cashed or put into NWR name to give them the bank said no and gave a packet for our insurance agent and NWR to go over and go through the check list so the bank could  be satisfied that the home had not lost any value. We have never heard back from NWR about anything and are still waiting on our insurance agent to get back to us about how to pursue these matters.

Review: Northwest restoration was shown water flooding that had just occurred and receded after the drain plug was removed by a plumber. The water lightly covered about 2/3 of a basement area. In determining if I would allow northwest restoration to do any work the salesman / manager gave me an es[redacted]ate that he would do the work requested in 3 hrs and it would cost between $800 and $1200. So when I said ok, the salesman said he needed some paperwork signed and brought me outside to his vehicle around 7 pm and wrote up paperwork and handed it to me to go over in the dark and when I ask him about it he said they needed me to sign insurance paperwork to proceed. When I ask where the authorized amount was he said to leave it blank! I told him that I may not be going through insurance and, if I do, I may need to pay insurance back in order to sell the property, and said I would only authorize the agreed amount. He then said he had to check something and went back in the house for a couple minutes and came back and said it the price could be as high as $1800 because of some drywall that had to be removed, but when I asked about the drywall that had to be removed he said that it was just a couple small pieces of drywall and I told him that was only about 10 minutes of work. I then told him I would only authorize $1200 dollars to do the work and signed his paper with $1200 agreed for my portion of the work, as they were also trying to work with the renter and ask if she had insurance and that they would take care of everything for her portion as well. I found out that Northwest restoration had come out the next day to work with the tenant and her stuff and noticed some water damage in some flooring of a laundry room and adjacent dining room and called me to perform more work for me. The person that called specifically wanted to tear out the damaged laminate flooring in the adjacent dining room, which I specifically said no to, but I did then agree to let him tear out the vinyl flooring in the laundry room only! The friend of mine that is certified in hazard cleanup and has all the equipment needed to clean up and dry out any remaining work went to the property to see what was needed and called me at work and told me that Northwest restoration had pulled up part of the flooring in the dining area that I had specifically said no to, and that the tenants were not happy with the large number of workers at the property and the lack of work, and poor communication of what had or had not been cleaned or done. I came over to the house and saw that Northwest was continuing to run dryers (assumed for the tenants items), the worker had pulled out flooring that I had specifically instructed not to, and the tenant told me that the worker had detected moisture on the other side of the laundry room wall in the living room and was planning to come back the next day and tear that up, as well as the floor in the bathroom that was unrelated and far from the laundry room! I immediately called northwest to complain about the poor management on this work and direct disobeying my direction and that the tenants also were not happy with work performed for them and to stop all work. I am only willing to pay for the amount of work I authorized of $1200 plus flooring (approx. $80). I directly told them I only wanted that specific work done only and they way over stepped the boundaries and the costs of what I had discussed, and billing me for additional and unauthorized work performed.Desired Settlement: Adjust bill to reflect the authorized amount of $1200 + possibly add the tear out of laundry room flooring (~$80).

I would also like apologies from;

- The initial salesman for manipulating me on the initial authorization paperwork and then not communicating any further

-The worker that I only authorized tearing out laundry room flooring that tore up other flooring specifically told not to - and which was planning to come the next day and tear out additional flooring with water detected (including bathroom flooring that was unrelated)

-The owner, that I went to discuss this and pay for the authorized service, said he was going to get paid for the work that was performed, unauthorized or not!

Business

Response:

In response to ID[redacted], and Mr. [redacted].

On 1/5/2015 North West Restoration was called to look at a

basement drain backup of water flooding the structure at 210 Barth Ave. in

Richland, WA. Water backup from sewer lines is considered Category 3 water and

needs to be treated differently than other water losses. Our mitigation crew (2

employees) arrived at 7:00 pm completed work and left at 10:30 pm. We cleaned

up the water (over 30 gallons), moved the contents of the tenant, we removed 32

square feet of drywall that was wet and beyond salvage, cleaned the floor,

sprayed an anti-microbial agents on the floor and set drying equipment in the basement.

On 1/6/2015 when we went to monitor the drying process we discovered that the

washing machine drain on the main level of the house was flooding the laundry

room, causing damage in the laundry room, dining room and living rooms

(laminate floor was buckled and wet). Mr. [redacted] was told that the floor in

laundry, dining room and living room were wet and that we needed to remove to

continue the drying process, he was ok with that on that day. Vinyl floor and

underlayment was removed in the laundry room and some laminate flooring in the

dining room was removed due to warping and being non-salvageable and wet under

the underlayment.

On 1/8/2015 our Es[redacted]ator, [redacted] went to look at the

job and write an es[redacted]ate for the mitigation and the repairs. This is a typical

step in the process. Mr. [redacted] told me that he did not authorize removal of the

laminate floor, that he was told the amount would be $800 to $1200. (in

questioning the Owner, Scott Weide, the amount quoted was $1200 to $1800,

without seeing the damage first hand and Mr. [redacted] was told the amount could be

more) In questioning our crew on site that night regarding Mr. [redacted]’s claims of

only authorizing $1200, this is not accurate. Nor is his statement that he did

not authorize removal of laminate flooring the following day.

I explained to him

that the drying process and es[redacted]ate price is based on a service call after

hours, square footage of materials removed and services performed and labor

hours incurred. Verbally giving an amount helps a customer make a decision to

file an insurance claim or not, but without seeing the damage, knowing how long

it will take to dry out an area of the home etc... It is not possible to give a

complete and accurate es[redacted]ate.

The es[redacted]ate was written by the S500 Standard for Category 3

loss in the basement and written for Category 2 loss in the main level of the

structure. The es[redacted]ate was sent to the Country Companies Insurance Adjuster,

reviewed by him, approved and payment in the amount of $2580.73 was paid by

check to Mr. [redacted] and to North West Restoration, for the services we performed.

Mr. [redacted] called the insurance company and had the check re-written in his name

only.

Mr. [redacted] came into our office and said he would only pay $1200.00

for the work we performed. We did not agree to accept his payment offer and he

was verbally abusive and was asked to leave the property then Mr. [redacted] filed a

complaint here with you. Mr. [redacted] received a check for the amount shown above and

is attempting to profit from this loss for work he did not perform, this money

is owed to North West Restoration.

North West Restoration is a general contractor who

specializes in fire and water restoration services. We have been in business

for over 18 years. We are responsible for completion of the drying process once

we start work. We work with many insurance companies including Country

Companies Insurance in this loss. Our pricing is based on the es[redacted]ating system

used in the industry, it is called Xac[redacted]ate and sets pricing. We are certified

in structural drying, water damage and mold remediation. Sewage and drain line

backups are considered “Category 3” losses in the insurance and restoration

industry, based on the S500 Standard and we treat and bill according to this

structure.

Thank you,

Es[redacted]ator

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The statment is incorrect as the only continued authorizations I made on 1/6/2015 was for an outside plumber to come work on the laundry room and later that day an employee of Northwest restoration called me and asked if he could tear up flooring, and after disussing with him that "I" could dry out the laminate flooring and it may be worped but I could dry out, but from what he stated a lot of water was under the vinyl and I would not be able to dry it out very easily and thus I did not authorize any continued drying and I specifically said no to the laminate flooring and only authorized him to tear out the vinyl flooring!I only authorized Nortwest to perform the initial after hours cleanup, and it is my understanding that they contiued to be there to perform work (including drying) for the tenant and her possessions however when the tenant decided not to proceed, Northwest deferred the work to being in my interest and billing me, but I did not authorize this as I have my own investment and resources to perform this work outside of the initial after hours work authorized!

Regards,

Business

Response:

Regarding the secondary complaint from Mr. [redacted]; North West Restoration has been in business for over 18 years in the restoration industry. Our technicians are trained in the proper drying techniques used in the industry, and utilized these techniques during the attempted mitigation of Mr. [redacted]’s wet rental property. Our es[redacted]ator wrote an es[redacted]ate based on the actual work performed and discussed this es[redacted]ate with the insurance adjuster, who approved the es[redacted]ate and issued payment based on that es[redacted]ate. Mr. [redacted] was paid in full for the mitigation work that we performed and now requests that we discount our invoice so that he may profit from said work. Mr. [redacted] came into our office and handled himself in a less than professional manner and was asked to leave our property. While we regret the situation that has occurred with this client we are not of a position to negotiate with Mr. [redacted] for any discounts. Thank you, [redacted]Es[redacted]ator

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

To support my initial complaint and my initial authorization to only perform the initial clean up in the amount of $800 to $1,200. I have attached the initial paperwork the salesman had my sign (please read my initial complaint) as I feel I was tricked in signing this and exactly this paperwork entialed. In our initial agreement I authorized an initial clean up of $1,200 and said I would perform the remainder of the work for my responsibility between my portion and the tenents items. The salesman had asked the tenent if she had insurance and was telling her over and over that Northwest would work with her to clean and mitigate her stuff. The only thing I authorized Northwest to do beyond the initial discussion was I was called and ask for permission to tear out my flooring and I said no initially, but then after some questioning and discussion I told the person on the phone that they could not tear out any laminate flooring, but I would allow them to tear out the vinyl flooring in the laundry room only! This was the only item beyond the inital agreement for $1,200 that I had authorized, which was priced out at $80. In addition, upon ariving at the property and hearing from the tenents about poor communications and lack of work being performed with their items and telling me they don't want Northwest back except to pick up their stuff, I found that the laminate flooring that I had specifically mentioned not to remove was removed. I called northwest and ask them to stop all work at the said property and they said they would make arrangements with me or pick up the stuff the next morning. I was notified that Northwest did not pick up their equipment and did not notifiy me the folliwng day and when I called Northwest I was told they tried to stop by and no one answered the door, but I was not called or notified and my tenents said they were home all day and did not hear anything or recieve any calls either. They then charged me for this additional air drying and purification [redacted]e, even though they were ask to stop everything by the following morning...and once again I had only authorized them to perform initial clean up at a agreed price of $800 to $1,200. Much of the work performed had to be re-performed due to the lack of communication, and I will definatly not be profiting from this event, as the actions from Northwest have resulting in a lot of additional work that is in the process of being performed. I have talked to my insurance adjustor about the issues, and he mentioned that he can not pay for work performed twice, or additional work resulting from Northwest actions, and told me not to worry about the treat Northwest provided to in their office to report me for illegally profiting. The trained and certified help I used is also in the process of preparing additional documentation.

Regards,

Review: well first off we have the owner on record saying if we move all the stuff out for them we would get that credit so we moved all the stuff. these people called on a Thursday said they would be there Friday to start. they were replacing the tile in bathroom kitchen and hall from water damage. so Friday they pulled everything up and put the new plywood down and came back Monday did little odds and ends Tuesday we called and asked when we need to pick the tile they told us how much we could spend on it and so we got that to them Tuesday evening and they ordered it on Wednesday well it didn't get on the truck I guess so it was going to be there the next Wednesday. so we had to go all this time without water and the stove we had to eat out and do laundry out and take showers at relatives houses. don't you think they would have taken the tile order had it all in their hand when they started the project it was a 4 day job at most I asked my contractor friends and it took these guys 21/2 weeks. when they left they had hooked up our sink and our water heater said it was safe to move it all in and ready to go. so I go to finally take a shower that night in my own house and there was no hot water bought a circuit breaker, element, and thermostat and it wouldn't work still called the support people they said it must of shorted it out when it was hooked back up so I had to buy a new water heater. went to brush my teeth and my sink started leaking. well the valves wouldn't stop leaking so I had to replace those and they taped my ptrap so I had to replace that also. there was a hole in the floor we asked if they would come seal it and fix the mistakes well they brought a cop like we were going to hurt them because we were mad about the work being done. anyway they said they fixed the hole and that they cant prove the water heater wasn't broke before they started the job and that they would never just tape a ptrap well why would I lie when I had to pay over 300 to fix their mistakes. and they never gave us what we were owed for moving the stuff out and in for them. I spent over 100 for food in a week because we couldn't cook for 2 weeks had to eat out most days and laundry cost money too. it shouldn't have taken that long for this small of a job. now they need to come back because there is another crack in the floor. its crazy I shouldnt have to stress over all this when it was their job to do all this and didn't do what they should have. they got paid way more then they should have for the job they did. also my carpet is starting to pull up and they say it was already like that. just doesn't make sense why would I lie about this crap im the one spending the money to fix it. it was not like that I think when they pulled up the trim between the kitchen and living room it messed up the carpet and since they had to replace the trim 2 times it just messed it up worse each time.Desired Settlement: I got a bill from them because they didn't give me the credit I should have got and who's paying me back for the stuff I had to pay because of their mistakes. I would think they would want this to be settled and done with but I am not happy with my insurance or them I should get paid back what I am owed I will take it to court if I have to but I will not pay until I am satisfied with the job. and until I get my money back I wont be satisfied.

Business

Response:

On Thursday the 30th on January NWR was at Mr.[redacted] home to take care of all the concerns that he had. I spoke with him about the credits and got all the items worked out. When we left Mr. [redacted] said he had no other concerns.

Review: We had a flood in our home nearly 2 years ago at that time Northwest Restorations came in and began doing work on our home, in the process they left an appliance outdoors and was rained on for two day and then they had a recycle company come pick it up and never notified me of what was going on even after I told them what they had done and asked what they were going to do about it in which ive never got a response. Second when they started the work in my kitchen for replacement of my cabinets and counters they decided t not make them the same as they were meaning height, width ect as they were when they tore them out but the way they would be in a newer home they were eventually taken out and redone the way I wanted them after having the cabinet company owner the restoration company owner and the insurance agent out to my home. The water damage went directly onto my laundry room below so they took out my utility sink and cabinets to be able to do the repairs and floors but still to this day they have never come back to replace any of the items they have removed, my cabinets from the rooms affected downstairs are sitting in my spare bedroom along with the utility sink and the toilet from the bathroom and sink and cabinet from the bathroom nothing has been addressed ive have called, emailed so many times I have lost count and that is expected after nearly two years, I have just recently been able to eat in our dinning room as a family because of the work of our hardwood floors was unexpectable and I wanted them to see what I was talking about before I put my kitchen table back in there and them blaming us for the inconsistency with the work they had done. Because they said that's how it should look the problem with that is that it looks worse than it did before they started sanding and everything else they did to it. They have no problem sending me a bill for the work and for some reason it always changes and I have asked for an itemized statement but have never received one.Desired Settlement: The resolution and desired outcome I would like to have is an itemized billing statement for what they are charging for because ive been charged for disposal of cabinets that I disposed of myself among other things so I would like a list so I can receive some adjustments, obviously my house is unfinished and I would like to find out if that is something they are going to be doing.

Business

Response:

North West Restoration is only billing for work completed. All items have been gone over numerous times. Any items that NWR did not complete were at the request of the home owner and have been credited. NWR will send another break down of items being billed for. As of today the HO owes NWR a total of $24,665.27. The HO have received numerous checks from the insurance company, some of which, NWR has been told, have been cashed even though NWR was on the check as well as the HO. NWR will be looking into this further. NWR has also filed a lien and is intending to pursue what ever means possible to collect.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] A request for a breakdown of work done has never been received, in regards to work being finished is untrue and we have not been contacted about the work of things that have not been addressed. In regards to checks being cashed is not entirely true when the attempt to get the check cashed or put into NWR name to give them the bank said no and gave a packet for our insurance agent and NWR to go over and go through the check list so the bank could be satisfied that the home had not lost any value. We have never heard back from NWR about anything and are still waiting on our insurance agent to get back to us about how to pursue these matters.

Business

Response:

On 3/19/2015 at 10:30 am. NWR meet with Mr. HO in an attempt to finalize any concerns that the HO had. At that time The HO didn't like the hardwood floor finish, even though it had been redone twice. The hardwood restorer stated that that was as good as the floor was going to get. At that time NWR decided to credit the hardwood refinishing in an effort for things to come to a close. On March 27, 2015 NWR installed and painted the baseboard that went on top of the hardwood floor. At the meeting on 3/19/2015 there was a list of items that Mr. wanted completed, those were the baseboard some receptacle cover and pick up some material from the garage. At the completion of those items Mr. agreed that the job would be complete. Those items were completed on 3/27/2015. If Mrs. would like everything completed there will be additional charges. The HOs have had insurance checks for more than 5 months, tat should be more than ample time to have the mortgage company sign checks. NWRs book keeper has asked the HO if they needed any assistance with working with the mortgage company, HO said no. As I stated in the last letter another itemize billing will be going out if it has not already.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted]We have lost all faith in NWR we have received d to many adjusted statements and do not trust them any longer the bookkeeper was told by the HO that they and the insurance agent needed to get together to go over work done and be signed off on. Their were charges that were listed that they say they performed which they did not do. To top things off I received a bill 2 weeks ago with one final cost and the itemized packet I just received is a totally different amount than my last bill and that is disturbing.

Review: Multiple categories complaint. I hired NWR/Scotco construction, after a basement fire. The following is a summary of the issues I have with the quality of work and billing practices of NWR:1. NWR failed to show up to work for weeks and then months at a time. This caused addition living expenses for me and my family because after 9 months on a 6 month contract my insurance would not continue to pay. NWRT failed to get the appropriate permits for the amount of work. They did not seem to know the difference between a living space and a non living space. NWRT was responsible for my house and the contents of the garage while work was being done. I had over $4000 of tools stolen which NWRT said they would reimburse me for this but have failed to do so. NWRT did not organise work in order. Plumbers were plumbing with no cabinet plans resulting in rework. Electrians said they had never wired a house without having cabinet plans, resulting in rework. Cabinets were ordered without approval and I was overcharged. When the cabinets came they were wrong. They were installed to a plan I had never seen nor would I have approved! NWRT Tried to adjust cabinet doors and drawers but only made them worse. My new cabinets were dented and dinged and scratched through thier installation. They scrap rub and bang. The bathroom cabinets were ordered wrong, re-ordered and ordered wrong again. They installed them wrong. NWRT was to purchase faucets and toilets for my home. They did not have time. They kept telling me I needed to get the granite in, well I kept asking them to get the faucets so I could. I finally bought them myself along with the sinks they were supposed to purchase. NWRT was given pictures of the toilets they were to order along with written descriptions. Again, they came in WRONG. I finally purchased toilets and installed myself. NWRT showed almost one year after our house fire, with the correct toilets. NWRT did not protect the flooring with the result that it was dented and scratched by them.Desired Settlement: I have a lot of work unfinished at my house but you do not allow me enough space to write it all down on here. They have failed to perform! I sent them a letter opening the lines of communication and instead they want to send me to collections. My fireplace downstairs is still covered in smoke. My upstairs fireplace reeks of house fire smoke and will have to be removed. They failed to provide the service they were hired to do.

Business

Response:

The [redacted]s had a house fire just before Christmas of 2011. It normally take a few weeks to get things worked out with the insurance company. We started work on the first week of January, demoing and removing content. We were on schedule until it was time for the [redacted]s to start making major selections. Mrs. [redacted] could not make a decision on cabinets or a cabinet layout, causing a delay for the electrician and the plumber. This was early February. The cabinet selection was not confirmed until early May of 2012, and not ordered until mid May because the [redacted]s were upgrading the cabinets and had to come up with additional funds and did not pay for the up grade until mid May. The cabinets had a 4-6 week delivery. Slowing the project down considerably. We were able to move the project along but not complete the things that needed to be done in a timely manner. During this time Mr. [redacted] decided to do some additional electrical wiring and low voltage himself, causing a 4 week delay in our framing inspection. After the framing inspection sign off (5/9/2012) there was additional insulation that was required per code, causing a 1-2 week delay, insulation passed on 6/7/2012. The drywall install and finish took approximately 2 weeks, the house was textured on 6/21/2012. At this time Mrs. [redacted] had not made her selections for finishes that were key to keep the project moving along. She was given her pick sheet early February. The [redacted]s wanted to paint the interior of the house themselves in order to save money for upgrades. This 3 day job took the [redacted]s 4 weeks to complete. Completion of the painting was on 7/19/12. On 7/24/2012 Mrs. [redacted] had agreed with all credits and changes of the work that they were to do, and were signed. On 7/25/12 Mrs. [redacted] was informed that their additional living expenses were going to end at the end of 8/2012. At this time Mrs. [redacted] still had not made key selections that were needed to keep the project moving along. As of 7/26/2012 we were installing cabinets. 7/30/2012 Mrs. [redacted] was still working on selection for lighting and trim. Cabinet install was completed prior to 8/9/12. The [redacted]s were dealing with the counter tops themselves in order to upgrade and save money. The granite tops were to be templeted on 8/9/12. This was not completed until 9/6/2012. Fabrication normally takes 2-3 weeks. Installation was complete around late October early November. The [redacted]s were installing the wood flooring themselves, which caused delays because we were not able to complete the trim. As of 11/8/12 the appliances had not been purchased and the range hood not selected. The range hood was required for final inspection. Range hood was selected and installed on 11/29/12. First final inspection failed due to address numbers being to small that the [redacted]s had installed. Final inspection passed on 12/13/2012. If there are any items that North West needs to complete we are not aware of such items, but are more than willing to hear what they may be.

As of this time the [redacted]s owe $111,800.75 (5/1/2013) Of that amount Mrs. [redacted] has agreed to, and signed an agreement of $105,670.02.

The rest is for code upgades, content cleaning, and supplemental items that have been agreed to with the insurance company.

A lien has been filed so if we do not receive payment within the next week, Mrs. [redacted] will be re-billed with finance charges and re-billing fee and turned over to our attorney for collections.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9522265, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Northwest Restoration started work in January, right after New

Year’s. They sorted through personal belongings for about a month. They came in

and tore flooring out and replaced. Work was coming along as planned. Then they

quit showing up. Weeks went by with no work or communication with us. When

discussing this issue with them we were told they had to finish a restaurant they

had been working on for a year. As soon as they were done they would focus all

attention on our house.

Review: Northwest Restoration was contracted through [redacted] to rebuild my home after a major flooding of my new home August of 2013. In the rebuilding consultation, on 8/22/13, we were told that the rebuilding of the flood damage would approximately 2 1/2 weeks to complete. This is a recap of what has happened over the past 8 months:

We chose NW Restoration because they were on the [redacted] prefered list of restoration companies. The work started out very quickly, but after about a month and a half, work began to slow down. (2-3 people to start, then went down to 1 person, then some days they didn't show up at all, then it went to several days without showing up.

By Thanksgiving, most of the restoration work was completed, we were making lists of items that were not done yet, and lists of items that they damaged during the rebuilding process. In December, we would see someone for several days and then not see anyone for several days. This continued until January 2014.

About Mid January, we did a walk through with [redacted] (Owner of NW Restoration), [redacted] (Project Manager), [redacted] ( [redacted] ) and [redacted] (Myself). We made a list of items that needed fixed or were not completed to finish the restoration project. [redacted] assured me that he would send over a his crew to complete the list. The next day [redacted] was over replacing the rock in front of the house that they couldn't clean up after power washing's. Some other items were fixed also.

We have refrigerator that was NEW when it was installed July 1st 2013. It had to be mover several times and got scratched up and the bottom filter cover will no longer stay closed. Nothing has been done to fix this. [redacted] WITH NW RESTORATION SAYS THEY WILL NOT DO ANYTHING TO FIX THE REFRIGERATOR.

We have dryer hose that was installed using teflon tape, that came off and [redacted] put a clamp on it. When I did that I noticed that below the dryer hose, you can see subflooring...this still needs grout. Not Fixed.

The hallway leading from the middle bathroom to the bedroom is also missing grout. Not Fixed

The paint in the laundry room trim was painted with Flat paint, not the original paint. Not Fixed

The base molding between the dining room and the living room needs caulked. Not Fixed

The Garage floor was all scratched up from a tile saw and holes were put into the garage floor. The holes were filled, but NW Restoration says that the garage floor sealer will need to be done 1 year. That will be July 2014. I WAS TOLD BY EMAIL FROM [redacted] THAT NW RESTORATION WOULD NOT DO THE FLOOR SEALING!

Currently the only communication that we receive from NW Restoration, is when we call our [redacted] company and complain.

On Monday April 14th, this was [redacted]'s reply to my email asking if he still worked for NW Restoration:

Date: Mon, 14 Apr 2014 19:16:22 +0000

Yes [redacted] I am still here ,sorry been real busy and am dealing with some health issues. Can I get with you and get into the house on tue next week? I will take care of those caulking issues and I have a clamp for your dryer vent also have the floor sealer, [redacted] says that he will credit you back the labor to seal the floor and that we are not touching the fridge.

I called [redacted] from [redacted], he said that he would call [redacted] and have him call me to resolve the situation. He has NOT called, but Today 4/25/14, I came home to see a gallon of floor sealer left outside my home.Desired Settlement: I want all of the items fixed within 2 weeks.

Business

Response:

North West Restoration is in contact with [redacted] so that we all can meet at the homeowner residence, again, to go over additional items. [redacted] will be in contact with the homeowner.

Consumer

Response:

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and talked to [redacted] ([redacted]) today. He is going to have his field agent [redacted] contact me by Thursday 5/1/2014. Once I have met with him at my home, I will respond again.

NW Restoration will be required to fix the damaged refrigerator and fix all other items address between myself and [redacted] agent [redacted]. I will not accept any [redacted]ment, I will only withdraw my complaint once all work is completed in a timely matter. Too many promises were not kept at this point!

Regards,