Northwest Restoration

I submitted a lengthy review of NW Restoration some time ago and it was printed for one day and then removed. The complaint was clearly negative. It was not printed. I observed that only issues that were resolved and showed NW Restoration in a more or less positive light are printed. This shows a very clear bias on your part. I was assuming your company would be unbiased and therefor a reputable forum. My mistake! Rose Maguire

Complaint: [redacted] This is NOT a rejection, but a REQUEST for CLARIFICATION: We have read the response from NW RestorationBefore we take action on the response, we would like further clarification on one point in their responseI quote from their response: "Please confirm you agree payment of this settlement will release Northwest Restoration of any and all future warranty matters, related to the work completed on your ceiling area, by Northwest Restoration during 2016." We do not fully understand what NW Restoration is requiring from usThey have stated that their work is guaranteed and comes with a lifetime warrantyAre they asking we release NW Restoration from their warranty? This statement is unclearWe do not believe it is right to absolve themselves from their own warranty Thank you in advance for your assistance on this matter Regards, [redacted] and [redacted]

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

Complaint #***
We appreciate your question specific to the warranty Northwest Restoration provides. As per the Northwest Restoration Work Authorization (the contract signed at the beginning of the job) the work performed at your residence is warranted for a period of one year from the last date Northwest Restoration performed any significant work. In addition to the $1k settlement, Northwest Restoration will honor the one year warranty as outlined in our Work Authorization.
Thank You,
The Northwest Restoration Team

Dear Mr& Mrs***,
The Northwest Restoration team sincerely apologizes for your less than pleasant experience with our companyWe are constantly striving to better our processes and therefore appreciate you taking the time to bring this matter to our attentionIt is clear to us we fell
short in two very critical areas with your project, sense of urgency and communication. This resulted in unsatisfactory repairs and lengthy timelines As our Project Managers are critical to insuring our clients projects are delivered successfully we clearly had a breakdown with your assigned PM. To confirm how serious we take your feedback, the PM who was supposed to handle your project is no longer with us
I truly believe the lack of communication you experienced with the assigned Project Manager caused many of the insurance related nuances to be misunderstoodWith insurance related construction, or disaster repair, there is constant communication between the general contractor and the insurance carrier(Generally the adjuster) This communication revolves around the evolution of the project scope and ultimately the final estimate. Simply stated, in most cases an initial estimate is created and a secondary or supplemental estimate is submitted for final accountingSupplements may cause an estimate to increase anywhere from 15% - 75% from the original amountHowever they are also passed through a rigorous audit by the carrier prior to final payment.
A commonly supplemented item is drywall and related drywall texture repairsSpecifically, textured ceilings are a common culprit due to the difficulty with matching existing texture. In most cases insurance carriers would prefer we attempt to patch a textured ceiling first. Assuming the results are not acceptable to the client we then move forward with a complete skim coat and retexture of the ceiling to insure continuity with the ceiling textureEspecially with a hand brocade (heavy texture) detailed ceiling, like yours, a patch is nearly impossible and more times than not will lead to re-texturing the entire ceilingIt should be noted that although the initial patch is covered by the subsequent smooth coat, this attempt will still be included in the final billings as the initial attempt to patch was a part of the overall scope attempted in order to repair the ceiling
Again, NWR sincerely apologizes for the below average experience you have had with our company. As stated before, your feedback is appreciated as we value customer feedback and are always working to improve our customer satisfaction Due to the inconvenience this situation has put you through we are agreeable to your settlement request of $1k. Please confirm you agree payment of this settlement will release Northwest Restoration of any and all future warranty matters, related to the work completed on your ceiling area, by Northwest Restoration during
Thank you,
The Northwest Restoration team

Complaint: [redacted]This is NOT a rejection, but a REQUEST for CLARIFICATION:
 
We have read the response from NW Restoration. Before we take action on the response, we would like further clarification on one point in their response. I quote from their response:  "Please confirm you agree payment of this settlement will release Northwest Restoration of any and all future warranty matters, related to the work completed on your ceiling area, by Northwest Restoration during 2016."
We do not fully understand what NW Restoration is requiring from us. They have stated that their work is guaranteed and comes with a lifetime warranty. Are they asking we release NW Restoration from their warranty? This statement is unclear. We do not believe it is right to absolve themselves from their own warranty.
Thank you in advance for your assistance on this matter.
Regards,[redacted] and [redacted]