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Complaint Details
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Initial Complaint
11/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I hired NW Builders & Renovation to build a **** deck for my home and I feel like they scammed me. My deck was built in April of **************** over $60k. They had engineering diagrams and architectural drawings 5 months prior to starting this project. They mismeasured the deck and cut an area shorter than the agreed specifications. NW Builders & Renovation switched out railing materials for lower-end products. When asked about this, the boss gave me the run around as to why they couldnt give me what was bid on. He then wanted to charge me $10k to correct their mistake. Further, the railing that got installed is all screwed up. Posts are crooked and the handrail heights dont match. They also cut into the deck to try and get the handrail to fit, which looks terrible. In addition, they mismatched colors on the **** RainEscape product which was not discussed with me before they installed it. Worst of all, they laid the decking down incorrectly. The decking is laid down with **** Hideaway screws, but they didnt install them per the requirements in the **** installation guide. **** requires four Hideaway screws and a sister joist or nailer board at every abutted joint. NW Builders & Renovation installed one s**** to span the joint and did not add any sister joists. They have insisted that it is installed correctly, but I have confirmation from the **** support team that the joints are installed wrong. Now, I have loose deck boards throughout the entire deck that NW Builders & Renovation refuses to fix. This company represents itself as a **** Professional installer and they dont install their own products right. Im absolutely amazed at the lack of quality in the work. They lied multiple times about what I was getting, and they did not guarantee their work as they told me.
Business response
12/06/2022
We are very sorry that it has come to this review. We have worked with you over many different points in the project to find resolution. We have returned to make repairs and completed the project. We consulted with our TREX field rep and everything was done under their advice. You were provided a 10 year installation warranty from TREX directly upon completion. The deck also permitted and passed all inspections.
On the issues, we were unable to resolve, so we provided you with a major discount of thousands dollars from our original quote, which was accepted in lieu of any further actions against us. Again, you do have an installation warranty with TREX, so you are covered against installation issues.
We are a very professional company that has built over 350 decks in the last few years with almost no issues. As a top rated contractor by TREX and GAF we have backing of our quality provided to all customers.Initial Complaint
06/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Northwest ******************************************** was employed to replace all gutters and some Facia on my home. The contract was entered into on Jan 1, 2022. After several phone calls and emails to the company and to the estimator (******), I recieved an email advising they would not be completing the project. I was required to submit a deposit for the work in the amount of $1200.00. The check was processed. The email indicated they would refund my deposit on June 1, 2022. I have recieved no refund to date, and cannot get anyone at the business to respond. That deposit is a portion of the monies i need to complete this job. They failed to perform with no explanation. They have no recollection of the account. Email attached, I retain a copy of the cancelled check.Business response
06/15/2022
I informed ******* that a check has been mailed to him. For some reason he didnt receive it so I tried to verify his mailing address with no success. I informed him Ill get him a check tomorrow.Customer response
06/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
10/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I searched for a roofing/gutter contractor and found NW Builders and Renovation via google. Contacted them at the end of August, and arranged for an estimator to come to our property on September 1, which they did. I was pleased with the person who came out; they seemed knowledgable. About week later, we received a written estimate, which we reviewed and signed. NW Builders then asked for a deposit via ***** or *****, which we were not comfortable with. We did some research online about virtual deposits for contractors, called the main office number on the estimate, and were reassured that they used *****. We sent $300 on September 14, 2021 to NW Builders Renovation. We waited weeks without hearing anything about scheduling the work. We called the main number once, and got a call back from a guy named Jeff, who made promises that they would come the following week, but we never heard from him. I emailed the office again, and never heard anything.Business response
11/19/2021
I apologize as my sales representative did not update our company about this project. I'm going to send a full refund for the project.
-Moshe Menahem
*****Transcribed over the phone by BBB*****
Customer response
11/30/2021
Yes, I received payment. I consider this matter resolved. Thank you.
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Customer Complaints Summary
14 total complaints in the last 3 years.
8 complaints closed in the last 12 months.