Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 169,2021 I experienced a leak inmy kitchen. I conatcted Sate Farm and was told that NW REstoration was on the list. On 10/4/2021, an estimator came out and water remediation equipment was deployed. The entire process was completed on or about June2022, following a walkthrough wi the estimator. At this time it was noted that I would be credited in the amount of approximately ******* for tasks that were not completed by the contractor, but performed by me in the effort to the impetus going, This was due in part to improper cabinetry, cabinetry that was damaged and the wrong type of drawers for the order.I received a statement indicating that ******* was due on reciept. I was funded the amount from State Farm after NW Restoration conatcted them about additional items. When I asked about the agreed upon return of funds to me for work I performed, I was told that an additional ******* was owed due to lack of funding from State Farm, and either I would have to pay it or forgo my refund.NW restoration has been permanently removed from State Farm's lsit of approved contractors and received a number of bad review on Yelp and other social medi outlets.I wouyld like to receive my money from the insurance claim so that I may complete the items that were not completed during this restoration
Business Response
Date: 11/02/2022
****,
North West Restoration has NOT been removed from State Farms list of approved contractors at any point from the time we started your project until today. We still receive many referrals from them and will continue to in the future.
We also addressed the cabinet issue prior to installing the cabinets. Our Project Manager discussed the cabinets with you and the cabinet supplier. The cabinets were ordered correctly by North West Restoration but filled incorrectly by the supplier. You were made aware of this and given the option to reorder the cabinets but chose to install the ones that were delivered so that we could complete the repairs.
I am attaching a copy of our final estimate that your bill was based off of. It includes credits for the items that you highlighted and stated that you performed. Our initial scope was based off the agreed estimate for $23,913.60 (attached) plus the ********* Services bill for $3,675.11 for a total of $27,588.71. You have paid us for the repairs, $23,913.60, but we have not been paid for the ********* Services which were performed in October 2021. The total amount invoiced after credits is $25,508.51, which comes out to $2080.20 in credits. The invoice would be $3,675.11 but with the credits it has been reduced to $1,594.91.
We provided your insurance company with the final bill months ago. We have tried contacting them multiple times without any response. Our contract to perform work is between North West Restoration and yourself, not your insurance company. It is ultimately your responsibility to pay for the work that was completed.Customer Answer
Date: 11/08/2022
Complaint: 18225568
I am rejecting this response because: I am in contact with the State Farm Claims adjuster who is reviewing the last statement from NW Restoration. It si his belief that many prices have been elevated above reasonable rates and that the final amount stated in excess of $27,000 is not the amount that was requested even after the claim was closed. I am awaiting further information from State Farm.
Sincerely,
***********************Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My name is ****** ****** and I’ve been helping this family get their home completed for all repairs. You will see contact information for the home owners and claim number. I have try many time to be in touch with the project manager to complete the repairs. This company was hired through the insurance company because the home owners don’t speak any English. A new email was sent to this company again for repairs that haven’t been completed. It’s been over a year and the job is not completed. Customer do understand that the project did delay in the beginning of last year, due to loosing two family members. Northwest restoration was letting us know they were short staffed but that isn’t the issue. The time they are taking to complete the job, also emailed a complaint letter, this the only the reach out but have not been in contact again. When the employees were working the job was being done careless. As you can see I made a list of all outstanding items sometime in May of this year. The project is taking more than it should and they had this family living in the duplex unfinished. Family is still without a fridge in the duplex. Don’t know how else to make this company finish what they startedBusiness Response
Date: 08/12/2022
******,
We have been in contact with our customer throughout the repairs. We have usually worked with her daughter because she does speak English. All of the work is completed and we have a signed Certificate of Satisfaction from our customer. One of our managers met with the customer on the day that we finished work and spoke to her. She was very happy with the work that was completed.
Customer Answer
Date: 08/14/2022
Complaint: ********
I am rejecting this response because:
Yes, I understand you been in contact with patty daughter but she hasn’t been much involved with the remaining repairs that weren’t completed and still aren’t. I fully understand that the manager went to look at the place and told patty that they were going to move the kitchen cabinet in order for the fridge to be installed. You can’t say the home owners are happy with the repairs when nobody was their to translate for Patty. I can guarantee the owner weren’t satisfied with the work and the time it took the company or else I wouldn’t have ever got involved or filed a complaint! This people were taken advantage of they don’t speak English, so please don’t make up stories that they were happy when you know that wasn’t done right!
Sincerely,
****** ******Business Response
Date: 08/24/2022
******,
The photos and list of items that you submitted are completed and have been for weeks. I personally met with Patty, with a translator there, to make sure that she was happy with the work that was completed and had her sign our Certificate of Satisfaction acknowledging that.
It must have been some time since you last spoke with Patty, please reach out to her I am sure she will tell you that the work is completed.
Thank you,
Cooper W****
Customer Answer
Date: 08/31/2022
Complaint: ********
I am rejecting this response because:many complaints were filed, if Patti would have been happy with the work we wouldn’t be doing complaints. Yes, Patti signed the certificate but what was translated to her from a minor was to sign the certificate to acknowledge the work was done. She was very unhappy and wanted you guys out of her home.
many complaints were filed5/24 to northwest
5/31 to Northwest
6/9 to northwest
6/14 to Allstate
7/18 to northwest
7/19 to BBB
This company has no integrity. Work shouldn’t have taken this long and they were living under construction with no furniture.
kinda find it hard to believe there wasn’t an issue with Patti concerns
Sincerely,
****** ******
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