ComplaintsforNW Builders & Renovation

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I regret hiring *** and Ran from NW ****************************** renovations for remodeling our bathroom. The total bathroom without materials was quoted as $23,938.00 thousand and I then needed to pay extra for choosing the accenting materials (sink, mirror, facet styles) which was around $4 thousand. The floor was already previously done by us and was not included. We signed the contract in December and we are now getting on middle of April and they have not returned to finish. It is interesting, because after hiring them, we then find out they contacted other companies or people to do the work. They told me they have their professional crew that are experts on construction. We had their crew come to work on our master bathroom that was wife, husband and their teenages son. They installed two different types of white titles because they make a mistake on their order. When I refused to accept they told me they would pay for the shower door plus $500. I refused but they told me they couldnt fix their mistake so I had to accept or pay extra for them to remove all tiles and restart. I accepted but very disappointed. They told me they would install a new heater, new faucets and clean all debris. They forced me to pay with the promise they would finish their work which until now they had not finished. I am frustrated and I want to file against their license and bounds. I will Never hire this company because you will be extremely disappointed!!!! I need BBB to help me to solve this maters. This company need to finish their work that is stated in their contract.

  

  Business response

  04/26/2024

  We're surprised about the complaint against us. In our defense, we have been in constant communication with you in order to complete the project to your needs and satisfaction. We pride ourselves in our work so we wouldn't want anything done that would diminish the quality of our work.

  Customer response

  04/26/2024

   
  Complaint: 21626607
  
  I am rejecting this response because: The company (Northwest Builders of Renovation *******) is not telling the facts. Unfortunately, they want to tell a story that benefits them. However, I have the photos of the final project. The project was done by an adult, his wife, and his teenage son. The Northwest Builders renovation of ******* ****** completed the work, missing important work such as the faucet for the bathtub, the new heater, and debris removal.  I payed in advance for all materials to ordered. It seems to me they forget to add the faucet for the bathtub and heater. I am extremely busy with my work , and I thought that hiring a company that would be taking care of all the necessary part of bathroom remodeling would be the best way. Unfortunately, I was wrong!!! I contacted a different contractor to provide me with information how I can have a functional bathroom and their answer is that Northwest builders renovation of ******* made a Big mistake because a faucet can't be placed because needs to be before the tiles. I can't replace the heater because it will damage the tiles. I hope BBB can see that this company is hiding the truth.  A true professional in the remodeling field would know the basic steps before proceeding with construction. The first bad experience was when they ordered two types of white tiles because they could not find the same material. I agreed to accept their negotiation. They told me they would provide a free shower glass door and a $500 discount if I accepted their mistake. I did accept because it was done, and if I was not in agreement, I would need to pay again for different tiles. Ran is one of the company's owners; he assured me everything would be completed. I am still waiting for the debris removal, the bathtub faucet, and the new heater. However, after he received the letter from BBB, he wanted me to sign a new contract that I would be responsible for providing the faucet and heater. I can pay for the faucet and heater if they order because they suppose to know the materials. I hope BBB can see in their reviews how people are unhappy with their work. 
  
  Sincerely,
  
  *******************

  

  Business response

  04/30/2024

  At this point we're still willing to talk and come up with a resolution that would be best for both parties. Hopefully we can set a time for a call or an onsite visit to tackle the problem and see what's best done moving forward. We don't want this to drag further as well and would wish for this to be resolved as soon as possible.

  Customer response

  04/30/2024

   
  Complaint: 21626607
  I am rejecting this response because: Northwest Builders renovation of Seattle is asking us to sign another contract. The first contract was very clear about what I was expected to receive after completion of their work. This company only works as a middle man to look for contractors to do the work. In addition, I have a credit that was part of the verbal agreement with *** that he told me that I would receive a shower door and $500 discount if I would accept their tile color mistake. In addition, they ordered the wrong mirrors (bigger and more expensive) but they installed a smaller less expensive mirror because the larger more expensive one did not fit the space. However, I have not received any information about refund or adjustment. ***** (an employee in the company) told me she would do the final adjustment when the work was completed. However, as stated this has not taken. 
  Also, *** contacted me and apologized for all the company mistakes and told me I would not need to pay any final payment due to all the problems I have been experiencing with his company. He told me that he would be responsible to come and clean up all of the debris, install the new heater and jetted tub and shower faucets. I told him I would pay for the heater and faucets with the receipts. He agreed and it has now been over 4 weeks since this was discussed and he has not come to conclude the job. 
  I received the phone call from another person from the company who has a similar name to ***. He also at another time contacted my husband and I with the promise that he would be here 12 days ago to clean up all debris, install the new ******* and faucets. Then I did not hear back from them until I contacted BBB. I feel that I should Not have to sign another contract since I signed an original contract that was specific with their responsibility to do the work that I have not received. 
  I expect Northwest Builders renovation of Seattle to buy a new heater, faucets and install. I will pay for the heater and faucet upon receipt and completion of work (which may include their need to destroy and then redo tile work to access plumbing and electrical work.( I will not pay again if tiles need to be fixed!)
  I will not sign a second contract because I have previously signed the original contract that included those items as a part of the work that I have already paid for and have expected to be completed on their part!!!
  
  Sincerely,
  
  Sincerely,
  *******************

  Customer response

  04/30/2024

  I am rejecting this response because: Northwest Builders renovation of ******* is asking us to sign another contract. The first contract was very clear about what I was expected to receive after completion of their work. This company only works as a middle man to look for contractors to do the work. In addition, I have a credit that was part of the verbal agreement with *** that he told me that I would receive a shower door and $500 discount if I would accept their tile color mistake. In addition, they ordered the wrong mirrors (bigger and more expensive) but they installed a smaller less expensive mirror because the larger more expensive one did not fit the space. However, I have not received any information about refund or adjustment. ***** (an employee in the company) told me she would do the final adjustment when the work was completed. However, as stated this has not taken. 
  Also, *** contacted me and apologized for all the company mistakes and told me I would not need to pay any final payment due to all the problems I have been experiencing with his company. He told me that he would be responsible to come and clean up all of the debris, install the new heater and jetted tub and shower faucets. I told him I would pay for the heater and faucets with the receipts. He agreed and it has now been over 4 weeks since this was discussed and he has not come to conclude the job. 
  I received the phone call from another person from the company who has a similar name to ***. He also at another time contacted my husband and I with the promise that he would be here 12 days ago to clean up all debris, install the new ******* and faucets. Then I did not hear back from them until I contacted BBB. I feel that I should Not have to sign another contract since I signed an original contract that was specific with their responsibility to do the work that I have not received. 
  I expect Northwest Builders renovation of Seattle to buy a new heater, faucets and install. I will pay for the heater and faucet upon receipt and completion of work (which may include their need to destroy and then redo tile work to access plumbing and electrical work. 
  I will not sign a second contract because I have previously signed the original contract that included those items as a part of the work that I have already paid for and have expected to be completed on their part!!!
  
  Sincerely, ******************* ************

  

  Business response

  05/03/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  *******************

  Customer response

  05/05/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  *******************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 guys came to give me a free quote. I was an accountant for some sales companies, so i was use to the aggressive personalities of sales people. Seemed really nice. I enjoyed our conversation. **** is a super cool dude, and his friend was realy nice as well. ******* guys, fellow believers, just enjoyed the convo and felt like they wouldn't do me wrong. That is a good salesman. I just wanted the floor to be removed from my daughters room, it is 184 square feet. They quoted me at **** for the removal of carpet, labor, and installation of laminate. I thought it was ridiculous, but i had not done much research on the company or the average cost of this service, and I was super stoked to give my daughter a new room so I signed. It took a bit to get my material picked. This was the first red flag, how do you give a quote, before you even know what material is going to be used? At this point I assumed it was something like an allowance as described in their contract. They quote high, and hopefully they will return some money? 8k is just wild. I laugh to myself after talking with my stepdad who is a contractor. I cant believe I was so dumb. I just knew nothing. When the gentlemen came to tear up the carpet. It took them about 2 hours. I just went in the room to lay the underlay for the laminate, there are still nails in the ground. The floor was uneven, so they needed to use some leveling concrete. for two small parts of my floor. Very simple. The change order I was given was 1k. I couldn't believe it. I then asked my sales rep "to clarify, this project will be competed today?". He replied yes. This company has been in business four years, these mistakes shouldn't be happening on their end. Job didn't get finished. and three days after the fact when i want to cancel, they say they made a mistake and the change order was 270.I believe this is all in bad faith. Look at these other reviews, past reviews, loss of BBB recognition. My floor is not level still

  

  Business response

  01/22/2024

  We do appreciate your feedback and glad that you really enjoyed our representatives. We do really have great people that work for us at all levels.
  
  There will not be a breakdown of costs as requested. We have a contract and change orders that outlined the agreed price for the job. This was all given up front and no charges were made without your approval. We have given you a discount, not due to a mistake, but as a show of goodwill after the change order was approved to keep the ********************** and on time. 
  
  Our project manager will take a final inspection Tomorrow Morning and further discount may be discussed.

  Customer response

  01/22/2024

   
  Complaint: 21118612
  
  I am rejecting this response because:

   

  Although the flooring is now installed. It has been acknowledged that the company is not able to give accurate projections for a project. A change order was given yes where it was quoted. The change order would be 1k. Once I told them there is no way that this project. Is 9k of work. The product is about 900 and the total hours to do the work. We're 8 hours. intake plenty of material to the dump. The carpet would be around 70 bucks. 

  So the labor charge for this at that rate. is absolutely insane. I have other quotes. You gave me a discount right after I didn't agree to the change order. That is not in good faith. 

   

  It doesn t make any sense... How do you charge someone a change order. Then when they push back. You give them a discount? 

   

  I Have enough evidence this is an egregious overcharge. With terrible business practice.  So I will see you in small claims. 

   

  And we will just go from there. 

  
  
  Sincerely,
  
  *****************************

  Customer response

  01/23/2024

  I am going to resolve this and rescind statement. They are giving me a larger discount.and I am satisfied with the work. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  At the end of June we had NW Builders and Renovation remove a dormer that was leaking from our roof, and install vents afterwards to allow for proper roof ventilation. At the end of October, *************** had picked up, we noted significant leakage coming from the vent they had installed. This new leak was 13 feet away from the initial leak, therefore not related. They initially tried to blame this on our roof being slightly wavy, which is natural for *********, and coerced my wife into paying an additional $2021 to repair that section. When they finally completed the repair the roofer informed me that the vent had not been installed correctly, and this is what directly led to the water intrusion. I also took some measurements when I could and found they had shorted us approximately 45 feet of venting or over half of what they had charged us for. Their offer was essentially 5 percent off of the initial $8500 bill. I also brought up the issue of mold from all of this with Manager ***************************, and in an email he told it wasnt their problem. I would like a refund of $675 for the missing venting, and $4000 to cover the expenses of hiring a mold remediation company as well as an insulator to reinstall installation they damaged during this process. Thank you.

  

  Business response

  12/13/2023

  Thank you for reaching out. We genuinely value customer satisfaction and have been diligently addressing your concerns. However, despite our efforts, we have encountered challenges in resolving the issues due to difficulties in engaging in a constructive dialogue regarding the sequence of events and the repairs performed.
  
  There are two main issues at hand: the recent leaks and the discrepancy in the number of intake vents installed.
  
  We acknowledge the oversight in the total length of intake vent installed compared to the contract, a matter dating back to July of this year. Despite the time lapse, we have offered a $400 refund for this discrepancy.
  
  Regarding the leak complaint, the customer alleges that we caused a leak, leading to mold issues. It's important to note that the leak, identified on November 1st, was unrelated to the intake vents installed in July. The issue stemmed from a structural problem caused by the weight of skylights, resulting in a dip in the shingles.
  
  Upon identification of the problem, the customer signed a contract to address the specific area affected by the leak. Unfortunately, during the repair process, a new leak developed in the vicinity of the intake vent due to an inadvertent lifting of the vent by our roofer. We promptly addressed this secondary issue by covering it with a tarp to prevent further leakage.
  
  Subsequent investigation by our team revealed that the intake vent was incorrectly installed previously, but none of them showed any signs of having leaks. Upon obtaining authorization, we promptly rectified the installation at no additional cost.
  
  We successfully completed both repairs within two days and requested the final payment for the contracted roof repair. The customer, having paid in full, seemed to signal their agreement.
  
  However, a few weeks later, the customer has revisited old contracts, raising unfounded claims against us. To demonstrate our commitment to resolving the situation, we have offered a $400 refund for the intake vent discrepancy.
  
  We genuinely care about our clients and have made every effort to reach a fair and responsible resolution. If there are additional details or clarification needed, please don't hesitate to let us know.
  
  Thank you,

  Customer response

  12/13/2023

   
  Complaint: 20993264
  
  I am rejecting this response because:

  He business stating that the leak did not come from their installed vents is blatantly not true.  Not only did the installer tell me the overlap had not been done correctly over the vent, allowing water in, it leaked along the *************** of the vent itself.  I have left all evidence of the leakage in place, and it is currently available to view. The dip they are trying to blame this on is also not in the area of the leak.  Only the vent itself.  As you can see with the provided emails, between myself and ***************************, there was no problem communicating  

  
  Sincerely,
  
  *****************

  

  Business response

  12/18/2023

  *He statement made by the business, claiming that the leak did not come from their installed vents, is blatantly untrue.*
  
  You called us earlier in November regarding a leak from a different spot in the roof and also hired us to fix that leak. We have no reason to lie or make things up. Additionally, we have attached pictures below as proof that you had mold long before we even set foot on your property, specifically in the intake vent areas. We installed intake vents to prevent the growth of mold.
  
  As a company, we do not see any reason why we should pay for your mold treatment service. You are blaming us for a roof leak in areas that have nothing to do with the intake vents. Furthermore, you are adding mold areas that were already moldy before we even arrived at your property. This action is not acceptable to the company, and we will not yield to threats and unfair demands of $4000.00 for fixing issues in your house that have nothing to do with us!
  
  Secondly, we acknowledge there was a typing mistake in our initial agreement. My Project Manager, by human error, didn't write "*up to* 86ft" but instead wrote "86ft." As you pointed out and decided to come after us for this typing mistake, we, as an honored business with a good reputation, accepted your complaint and offered $400.00. However, you have decided that this does not meet your satisfaction, and you want $675.00, citing an average found on ******* In good faith and as a company with good customer service, we have decided to meet your demand and offer an additional $275.00 to make you happy. This is our final offer of $675.00, and we will not make any additional payments for your mold treatment or the insulation services you are looking to do at your property.
  
  *I have left all evidence of the leakage in place, and it is currently available to view. The "dip" they are trying to blame this on is also not in the area of the leak.*
  
  We are not trying to blame anyone; we are just explaining that what's going on with your mold issue is not our problem, and we will not pay for it. If there are pictures of the mold in your attic to compare with our pictures, we would like to see them, as you said you left all evidence, and it is currently available to view.

  Customer response

  12/19/2023

   
  Complaint: 20993264
  
  I am rejecting this response because:

  No threats have been exchanged, no unfair request have been made.  Your own attached documentation states that both sides of my roof required rework and alluded to a dip causing the issue.  This 10 foot long leaking area is 15 to 25 feet from the original leak in the dormer, which itself is no longer an issue.  Both sides of the roof required rework because it was incorrectly installed.  Even if there was a dip within the structure of the roof, your personnel walked the job and verified their work when complete.  If there had been an issue, prior to leakage was when it should have been brought up.  This did not happen.  Instead water came in during the first significant storm and here we are.   Per ORS ******, when concerning a residential structure as defined in ORS *******, the only limit to liability for damages to property directly resulting from a repair is a time period of 10 years.  

  As far as getting pictures of where the water came in, it is not a physically accessible space from the inside of the the attic.  As a physically disabled veteran I find it arduous to be in the attic in any capacity.  The main issue being that it pooled down to a low flow area beneath the vent.  The area is unable to be seen in pictures, as it is on the other side of the insulation, in an area currently inaccessible.  Hence I proposed that I have a company check that area, and only charge the contractor if found, as shown in the email chain.  I tried to provide a fair solution, only to be rebuffed. 

  The mold in question, and as shown in your pictures, was not internal to the attic, nor any intake vents as even your pictures show, but within the dormer itself external to the attic.  This dormer has been removed, with no traces of any mold internal to the attic before of after.  I find it disingenuous that even with no vent visible that statement would be made. Also, as can plainly be seen, there is no plywood "flooring" in the attic.  That was only in the dormer, external to the attic.  

  The last issue is the damaged insulation from the work project itself, as seen in image 0423.  Given the need to now bring in a separate contractor for these repairs, I see nothing unfair or unjust.  I merely see my family and myself, a disabled veteran, being treated poorly over a potential significant health concern.

  
  Sincerely,
  
  *****************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They spent approximately two hours in our home writing an estimate. They then emailed a printed estimate and stated it was good for 30 days. They even offered additional discounts for scheduling flexibility. We then choose to go with their company they then waited almost a week to tell us they wanted an additional *****. My guess is they did a bait and switch tactic to get us to say no to our other contractor bids and then increase the price. Thankfully we went with another company but this deceptive practice should not be allowed.

  

  Business response

  11/14/2023

  There was a same-day signing discount offered to this customer. The discount was only valid if the contract was signed the same day as the appointment. While she did end up deciding to move forward with our company, she did not do so on the date of her original appointment. 

  The project manager she met with explained that the discount was a same-day offer and that the discount would not be honored if the contract wasn't signed right away. 

  Additionally, when she did decide to move forward with the project, she also changed the scope of work, which impacted the contract amount. 

  Customer response

  11/20/2023

   
  Complaint: 20811851
  
  I am rejecting this response because:

  On the contract it stated the estimate was good for 30 days (not just that day) and the scope of the project did NOT change at all.
  

  After I stated that I would use their company they waited three days to increase their price presumably so I would be locked in to them and just have to be stuck paying a higher price. This is a classic bait and switch and clearly dishonest and unethical. I found another company that I am now using at half their price. 

  ********************************************

  

  Business response

  11/28/2023

  Hello *****,
  My name is ***** and I am the owner of Northwest Builders and Renovation. I understand your frustration about your experience with us. I can assure you that it was a mistake made by my sales representative. He did not have any intentions to fail you. I would never want to do that to anyone. He indeed made a mistake with quoting the scope. I really couldn't make this project happen for this price, not with providing high quality of service, a licensed electrician, a professional *********, drywaller and painter. The project would have cost me more than the contract price. If I could do it with no profit I would, but I didn't see an option going into this project providing high quality product and not losing money.
  Again, I truly apologize for the inconvenience. I'm glad to hear you found another contractor to get the work done for you. Please understand that we are humans and mistakes happen. We have many projects going on and sometimes we miss, but we always do our best to make things right with each and every client.
  If there is anything else I can help with, I would like to compensate you, without asking anything in return, just to get the opportunity to make things right and provide better service to you. I can offer, with no charge, a roof cleaning/roof repair (if possible) or small painting work. If you have anything else in mind we could help with please let me know. If you would like, I can also send you some of my previous client information in your area so you can call and ask them about their experience. Sorry again for any inconvenience that was caused.

  Customer response

  11/28/2023

   
  Complaint: 20811851
  
  I am rejecting this response because:

  The scope of the project did not change. He spent over two hours in the home and made an extremely detailed proposal listing out every aspect of the project including the drywall, painting, etc (see attached quote). Nothing changed after he came into our home. I understand people make mistakes however this is literally his job and again he spent over two hours in our home.
  

  Additionally, when I made my initial complaint with the BBB your response was to lie and say the price was only good for one day when your representative said it would be good for 30 days and then claim that I changed the scope the project when I did not. Not only did your team clearly mislead me as a customer initially, you then continued to try to mislead the BBB after I made the complaint. I appreciate the apology but I truthfully feel other customers need to be warned about your business practices in order to make an informed decision. 

  
  ********************************************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original contract was on 8/21/2023 for Trex decking and new railing for 2 decks. Upper and lower. At the time of hiring them to do the work I made them check to see that the materials would be available. The one thing that I was worried about was the metal railing. The Project Manager made a call to verify that the railing was in stock and available. (I had him sign off on the original bid and initial the bid. Project started out as stated and then within the 1st 2 weeks is started going downhill. Ran into several issues that they were able to take care of quickly. Then came the time to put the railing up. No railing and they had to order new railing. It was about 2 weeks until part of the railing was delivered. But not all the needed parts arrived as promised because they didn't order all the parts needed per the supplier. They should have ordered the connectors at the same time they ordered the rails. It is now 10/31/2023 and the Project Manager is saying that the balance of the railing will be her on 11/2-3/2023.The original Estimate #**** dated 8/21/23 includes 100 LF of black aluminum railing that "we have in stock" and a Haul Away - "Remove. all materials, trash, and other debris. Haul away to Dump"The Second Estimate #**** dated 8/28/2023 also includes ******* services.

  

  Business response

  11/01/2023

  We do understand the customer's frustration with the materials deliveries, we are frustrated as well. We have all the railing ready but we are waiting on some of the other materials that did not show up from our supplier, so we are unfortunately waiting just like the customer. As a contracting company we have to order materials from suppliers and there are times where a mistake is made on the suppliers end and the incorrect materials are sent or the correct materials are delayed. While we wish we did, we don't have any control over these situations. 

  Customer response

  11/11/2023

  I did receive a call from Northwest Builders & Renovation following up on the completion of the Deck and Railing after they receiived to complaint for the BBB.  He asked me to cancel my complaint  with the BBB.  He would be getting it done as quickly as possible .  I advised him that I would let you know when it was completed.  As of today 11/11/23 it is still not done and have not been advised as to when it will be completed.  The excuse is always the same that the supplier sent the wrong size materials and it will be another 3-4 days.  They have most of the finish work done but the deck is still not usable for safety reasons.  At this time the complaint should not be closed.  I will contact you when the job is finished.  

  

  Business response

  11/13/2023

  While we do completely understand the customers frustration, we are unfortunately still waiting on the materials to arrive from the supplier. The materials were special order and we have no control over when we will receive them. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted an online inquery in the early morning hours of 8/22/23 and at 8 AM same day I started receiving an extreme amount of phone calls. If I did not answer the phone they would call again within seconds. It is now 5:07 PM and I have received more than 35 calls from this company. I answered 4 of these calls, informed them I was no longer interested due to the harrassment and asked them to take me off of their calling list. Within 5 minutes of ending each phone call, I would get another call from someone else at the company responding to my inquery. I have asked them 4 seperate times to remove me, yet I am still receiving these calls. Each time I don't answer, they leave a voicemail, my inbox is full now. I am deeply unpleased with this harrassment and want this to end. I cant reach a supervisor at the company or any higher *** to get this resolved.

  

  Business response

  08/24/2023

  We have reviewed the complaint and done an audit of our outgoing calls. I have attached a screenshot for reference. We do understand that 35 calls is an excessive amount, however we only placed one call to her (please see the attachment for reference). I am unsure how the online request was submitted, however we get our leads from places like ****'s, and when someone submits a request through a service like that, their information is sent to numerous different companies, so maybe some of the calls she was receiving were from other companies. We also added her to our do not call list immediately when she requested that we do so. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract and initial payment on 6/30/23 for chimney rebuild, was told it would be a week long project we are now 6 weeks in, close to completion, however the ***** work is very poor with uneven lines, both vertically and horizontally, with big mortar joints and small pieces of brick that are not offset properly. They have not cleaned the mortar off the bricks, they have not cleaned the mortar out of my gutters and have not tested it for safety or function.I was told there would be scaffolding built and tarp place to keep mortar out of mine and my neighbors yard, neither were done. They tried to place kitchen/bathroom exhaust tubing in the chimney instead of the proper heat rated tubing. They left my untreated wood exposed to rain more than once while waiting for the tubing to ship across country. They then drilled holes in my roof to attach the scaffolding and when questioned said they would replace the shingles and caulk the holes. In the end they stapled the shingles down and caulked the holes. They did not put flashing around the chimney, they did not caulk all the way around the caps, and tried to use liquid nails adhesive instead of silicone to caulk around the chimney/house. They pressure washed before they caulked and flooded my basement and drenched the joists, subfloor, wall behind the shingle siding. They said no permits were needed we contacted the county permits and inspections and were told we could be fined and all work stopped until a permit and fines are paid. We have had to pay a roofer to repair our 3 year old roof ($650) and also caulk the chimney exhaust. The workers are unlicensed sub-contractors and told us they were being rushed to finish because they had another project.

  

  Business response

  09/13/2023

  Regarding the customers concerns, we acknowledge that there were various issues with this project, the first  of which arose when the customer attempted to physically assault the project manager during an attempt to collect a deposit check at their residence. The customers partner was aware that the project manager was going to be coming to the home and she wanted to move forward with the project, however he, even at that point, did not seem to want to move forward. In response to this situation, our company leadership directed ******* not to make any further in-person visits to the property. The project was transitioned to another project manager, who engaged with the customer to address and resolve any outstanding issues. The customers partner did give the original project manager a deposit check and so we as a company were under the impression that the project was going to be moving forward.
  We recognize that there was a delay in the project's timeline. However, this delay was primarily due to the unforeseen necessity of ordering two specialized chimney components. The dimensions of these components were not standard, and it was only during the chimney **************** that this became apparent. Despite diligent efforts to source these items from West Coast vendors, we ultimately had to order them from an East Coast supplier. Regrettably, a shipping delay beyond our control affected the arrival of these materials. It is important to note  that these items were not standard kitchen or bathroom exhaust tubing as stated by the customer; they were two aluminum chimney liners, which can be viewed here: ****************************************************************
  The customer, from the beginning of the project, was pressuring us to begin work immediately, without giving us the time for planning and threatening cancelling their contract. They then rushed us to complete the project and once they began raising more and more concerns they discontinued communication with anyone from our company. We would like to emphasize again that we have made continued to make multiple attempts to reach out to both the customer and his partner, but our outreach has gone unanswered. Additionally, per the customers statement, it appears that they may have engaged an external contractor to perform roof repairs, which is in violation of the contract they initially signed before the project's commencement. For your reference, we have attached a copy of the signed contract.
  The customer raised concerns about several issues even before the chimney was fully demolished and no issues existed. It felt very much as though he was simply trying to find something wrong in order to be released from his signed contract. Additionally, in the context of roof repairs, standard practice necessitates the installation of screws into the roof structure to support scaffolding during project execution. However,

• Initial Complaint

  06/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with NW Builders & Renovation to re-shingle our home and they deposited my down-payment check. Just as the work was to begin, after the materials were loaded into my driveway, the company demanded an extra $1,500 before they would start the work. I advised the company representatives that the work for which they were demanding an extra $1,500 was already clearly identified in the contract and was part of the contract price. The company agreed that the contract stated this, but they claimed (incorrectly) that there had been a pre-contract conversation that they believed should override the written contract. When I asked the company to honor the written contract, they refused. They said they would not do the contracted work at the contracted price. However, they did not return my down payment. During subsequent conversations with the company where I tried to find a mutually acceptable resolution to the situation, the company essentially held my down-payment hostage, saying that they would return the down payment in exchange for me cancelling the contract and not pursuing a complaint against them.

  

  Business response

  07/27/2023

  The deposit was returned to the customer and complaint is being handled by the ****** Contractor's Board. 

  

  Business response

  07/27/2023

  An honest mistake was made by a new employee, we offered a few options to settle, but customer refused. Therefore we returned the downpayment without any conditions in an act of good will. 

  Customer response

  07/27/2023

   
  Complaint: 20251755
  
  I am rejecting this response because:

  The business refused to honor the written contract.  If the business did, as it asserts, make mistake of some sort, the business should own the consequences, not the customer.  Also, the business claimed that returning the down payment with no strings attached was an act of good will.  However, the business refused to do the work, and backed out of the project.  Therefore, the business should have immediately refunded the down payment instead of holding on to it and trying to use it as leverage.
  
  Sincerely,
  
  *************

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the renovation services provided by NW Builders &Renovation Last year, I hired this company to renovate two bathrooms, and it was a terrible experience. I regret to say that I would never recommend their services to anyone.To give you a brief summary of the issues I faced during the renovation process:The sales representative came to our house and provided us with an all-inclusive price. However, just before the project was about to begin, she demanded that we pay for additional items and threatened to put the project on hold if we did not comply. When I rejected her demands, she disappeared without any further communication.The worker assigned to work on the two bathrooms only worked for two weeks and then disappeared without finishing the job. He left tools, materials, and garbage in my garage, and did not clean up after himself. Two other workers showed up later and gave me some tools and materials to finish the job myself. Instead of taking responsibility for the incomplete work, the company offered me a meager $500 discount.The two workers who came later were not able to install the faucets properly, despite three visits. Just before I was about to make the final payment, the faucet screws fell off and some parts were loose. The company once again offered me a $500 discount instead of fixing the issue.Recently, I discovered that there was a water leak from the upstairs toilet, which caused damage to the downstairs ceiling. I contacted the company, and the owner even sent me some offensive photos showing his happy face. To this day, the company has refused to fix the issue.

  

  Business response

  03/23/2023

  In response to **************** complaint, we provided ample communication with him directly regarding the issues he mentioned. In addition to our communication, we offered him an original discount of $500 and a new technician to come to his home to complete all requested work. Every time we presented Mr. **** with a solution, we were told that the solution was unacceptable. We eventually reached a place where we were no longer comfortable sending a tech out and Mr. **** made it clear he did not want anyone from our team to come back to him home, due to both parties being uncomfortable with the contentious path our working relationship and communication with Mr. **** had taken. This led to us offering another $500 discount, which would have more than covered the cost of any remaining work and would allow Mr. **** to find a different contractor he was more comfortable with to complete his project. Again, we were told this was unacceptable. When we were contacted again and informed about the toilet leaking we offered to send someone to **************** home the same day as long as he signed a release of liability form in order to eliminate any further working relationship between our company and Mr. ***** Mr. **** said he had no problem signing the form but he wanted to ensure the form mentioned the warranty he claimed he was offered. After reviewing his original contract it became apparent that no warranty was ever offered. 

  Because Mr. **** would not sign the release of liability form we did not send a plumber out to repair the leak, which was the condition both parties had agreed upon.

   

  Mr. **** still has an outstanding balance of $500 for the work that was completed. Additionally, per his original contract, Mr. **** was supposed to pay for the materials used for his bathroom remodels, however our team ended up covering that cost. And finally, Mr. **** also refused to pay for the sales tax associated with his project, which amounted to another $848.55 that he did not pay.

  We feel that we tried to provide multiple solutions for Mr. ***** 

  Customer response

  04/04/2023

  Their response is absolutely NOT acceptable,

  1. I have all email/message communication message to show payment/discount history, if there is any unpaid balance, they should claim. Basically they lied about.

  2. They said they asked me to sign a release form but they NEVER sent it and they blamed me for not signing on some form which they never sent. they are NOT honest.  

  

  Business response

  04/17/2023

  We provided a breakdown of all outstanding amounts in our initial response. In regards to the form that was never sent over, we explained to the client that we would send over the form as soon as he provided us with the document he claimed to have that showed a warranty was offered. The estimate and invoice we have on file does not make any mention of a warranty and the client stated that they would not sign the release of liability form unless the "promised warranty" was noted. The client never responded to the final email he received asking again for the document that showed he was offered a warranty, so the release of liability form was not sent over.

  Customer response

  04/18/2023

   
  Complaint: 19580489
  
  I am rejecting this response because:

  The attached doc clearly showed the estimate includes sale tax but they still asked me to pay, also the screenshots show why they offered $500 discount twice, it is not like what claimed I didn't pay the full amount of the invoices.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this contractor on contract that stated no work will start without building permits also stating house would be repaired to pre-tree condition after 3 trees fell on house. The work was very bad no building permit no inspections they sent workers that are unskilled ,unlicensed, and no trusses installed & dangerous repairs were done. They hurried to cover areas that work was wrong in the framing by installing sheetrock and roofing while continuing to ask for money while never producing a building permit and never scheduling inspections also never informing us what was taking place. Making promises and lying about what was taking place, sending strangers to collect money. Continued to threaten to rip off roof and stated they were prepared to go to jail continued to call our phones 25 times, stalk us at our home by showing up unannounced and demand payments. We obtain our own building permit after firing these people and an inspection had an utterly bad failure.

  

  Business response

  02/23/2023

  This customer insisted that we begin this project immediately, even after I explained to them that I needed an engineer to come out to inspect the damage. I had a third party licensed engineer come to inspect the home as quickly as possible. Because this was not a re-roofing project, but rather a structure repair, a permit was not required in order for us to complete the project, per city ordinances. Once the client requested a permit be obtained, even though it was not required, they did not provide my company with an opportunity to obtain the permit, but chose to obtain it themselves. At this point they insisted that we cease all work on the project. Per our signed contract, the client agreed, prior to the work beginning, to the following:

  CORRECTIONS: All work is accepted "AS IS" and any and all further claims against the Contractor are waived and barred if the Customer /
  tenant: (i) fails to produce a single punch list at the conclusion of the project or termination, whichever occurs earlier; (ii) contracts with a third
  party or self-performs any work in Contractors scope including punch list items; (iii) completes the work without first providing opportunity to
  Contractor to complete or repair; (iv) occupies the space where the Contractor performed work prior to completion; (v) uses the Contractors
  work in any way; (vi) fails to allow the opportunity for documentation of the Contractors as-built work prior to altering Contractors work; or
  (vii) fails to provide notice as required herein. The finder of fact shall strictly all other notice requirements.

   

  This client did not provide us with a punch list, they did not provide us with an opportunity to complete the work, and they failed to allow us the opportunity for documentation. Because their actions were against the agreements made in our signed contract, my company is not willing to issue a refund. Additionally, the client requested that we add additional issues into our estimate that were not related to the damage caused by the trees, but he wanted us to state that they were in order to get more money from his insurance for home repairs. We did not do this. The client has a remaining balance due of $25,780.82 on one invoice and an additional balance due of $3,172.60 due on a second invoice. We are willing to provide a $4000 discount to his $25, 780.82 balance in order to resolve this issue, which would bring the balance due for that invoice to $21,780.82. The $3,172.60 invoice would also need to be paid for by the client.

  Customer response

  02/24/2023

   
  Complaint: 19408772
  
  I am rejecting this response because: damages to the home are structural 10 damaged trusses a building permit is required and contract states no work will startif a permit is required and it's required by state law and thru snohomish county planning and development we fire Northwest builders and renovation 2/04/2023 and purchase building permits on 2/10/2023 and had inspection that has violations. They replace no trusses the also fid electrical work with no permit removed 5 lights and reinstall them doing the wiring wrong shorting out electrical box/circuit breakers, done by their sheetrocker ****. Engineer did no paperwork no inspections. 
  
  Sincerely,
  
  *********************************

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