Complaints

The 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:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Needed a ADU permitted and design so I had NW builders and renovations working on it. They required payment upfront for this $11025. After paying in full, there hasn't been any progress. This was signed back in 3/5/2024. In Sept, they reached out and blamed the lack of progress on the architect. Since then they have yet to make any progress still. I have reached out many times trying to get an update. I have sent them all the documents they said they needed. Jan 2025 was the last time I heard anything from them. I tried calling and texting since then without any luck. I asked for a refund since no progress has been made in over a year with no luck.

  

  Business Response

  Date: 04/10/2025

  Good day ******,
  
  We are sorry for the inconvenience this has caused. We are communicating this concern so we can resolve this matter as soon as possible.

  Customer Answer

  Date: 04/15/2025

  Hi, 
  
  They reached out on 4/10 saying they would find out where the architect is in the drawings and would give me what he has and they would refund me. They told me they would call me on 4/11 with the update. I received no phone calls/text/emails from them. 
  
  
  Thanks,
  ****** *****
  

  
  

  Customer Answer

  Date: 04/16/2025

   They have agreed to refund me the 7000 with all documents and information gathered so far. The lack of communication from Jan was due to the employee as my main point of contact no longer being at the company.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  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.

  I am getting repeated phone calls from this company despite repeatedly informing them my number is in the do not call registry and to never contact me again. They are NOT removing numbers from their lists upon request. At best theyre violating federal law surrounding to do not call registry. Frankly this is harassment and they need to stop!

  

  Business Response

  Date: 04/13/2025

  Good day,

  Thank you for bringing this to our attention, and I sincerely apologize for the repeated calls youve received. We understand how frustrating and intrusive that can be. Please know that we take your concern seriously, if you could kindly provide the exact phone number so we can double check and make sure your number is removed from our list.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have received many calls from NW Builders & Renovation over the last 16 months; I started keeping a log in December of 2024. I have asked repeatedly to be taken off their call-list, to not be called, etc. I looked them up on the web; found a phone number here in ******** and spoke to someone, asking them not to call -- still getting calls. These are spam! I looked them up on your website, where I found they have a B rating with 18 customer complaints. They are in **, ** and **. Phone numbers listed include *****************-713-6048, ************, ************, ************, but I dont know which number they call from as I dont have caller ******* is my call log so far:12/23/24 2:43 pm 12/27/24 9:52 am 1/2/254:45 pm 1/13/25 3:00 pm 1/20/25 9:14 am and 4:47 pm 2/12/25 9:35 am and 2:27 pm

  

  Business Response

  Date: 02/13/2025

  We sincerely apologize for the inconvenience and frustration caused by repeated calls from our company. We take your concerns very seriously and appreciate you bringing this to our attention.
  
  Our company adheres to telemarketing compliance regulations, and we respect the privacy of all individuals. After reviewing your complaint, we have taken immediate action to ensure your number is permanently removed from our call lists. If you receive any further calls from us, please contact our office directly at.     ************** so we can investigate and resolve the issue promptly.
  Additionally, we will be conducting an internal review to prevent similar occurrences in the future. We appreciate your patience and regret any disruption this may have caused.
  
  If there is anything else we can do to make this right, please let us know.
  
  Best regards, NW Builders team! 

  Customer Answer

  Date: 02/19/2025

   
  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

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I initially signed the contract with Northeset ******************************************* for the roof replacement project on 12/8/2024. I agreed with the price of $13,800 and paid an initial deposit of $4,000. On 12/11/2024, the project manager, *****, called to inform me that the roof measurement was incorrect as he miscalculated square feet without the garage area, and we had to **** the contract as the previous contract became invalid, and we needed to start over. He gave me the new quote of $25,000, and I was told I had to sign the new contract immediately. I told him I needed time to think about it due to the significant change in the price. On 12/16/2024, I found my initial deposit was cashed out. I contacted ***** and requested retuning my deposit because I did not sign the new contract. He refused to return my deposit. So we set up a meeting to discuss face-to-face on 12/16/25, 12/17/24, and 12/18/24. However, he would delay the meeting for hours on end and cancel each time and did not show up. Instead, he called me and said he would come to the meeting only if I promised to sign the new contract. He escalated his voice and threatened me that I had to pay $25,000 to fix the roof. On 12/19/2024, I emailed the company. No response from the company authority. On 12/24/2024, ***** called me saying the same thing: that the materials are in a warehouse and there is nothing he can do. On 12/27/2024, I sent a certified mail to the company to request a review of this case and return my deposit. No response. As of today, 1/24/25, ***** and this company are still keeping my initial deposit as a hostage so that they can force me to sign the new contract and trap me. They have been showing a series of unprofessional and wrongful behaviors, and I regret I didn't research enough about this company beforehand. I'm filing for a dispute here with the BBB in public so that I can warn other people to be aware of this immoral company.

  

  Business Response

  Date: 01/26/2025

  Dear Kaori,
  
  Thank you for bringing this to our attention. It seems the project manager didnt inform us about this situation. We want to make things right for you. We can either honor the amount he signed with you or provide a full refundwhichever you prefer.
  Please feel free to give me, ***** (the owner), a call at ************** to discuss this further.

  Looking forward to resolving this for you.
  Best regards,
  *****

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22854079
  
  I am rejecting this response.

  I spoke to the business owner on 1/26/25 and 2/4/25. He did not send me a check for a full refund, and instead, he wants me to sign a release of liability form before sending it. I will not be signing until I receive the check, and then afterwards, I will sign the form. If the company doesn't send me the check, I will need to continue my case.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 02/11/2025

  Hi Kaori,
  
  We've mailed out the check last week Thursday so you should have received it already. 

  Customer Answer

  Date: 02/12/2025

   
  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

  Date:12/17/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Date of transaction November 5th, 2024. I signed the contract that day and paid a deposit of $3,436.65. The contract stated, I have three business days to cancel. I canceled on November 11th, which was Veterans day, a federal holiday. The work they were hired to do was to put in stabalizing posts for my mobile home. I canceled because I learned that work was completely unnecessary. They led me to believe the work was urgent and if I didn't sign with them that day, I'd end up paying a lot more later. They later went on to harass me, trying to get me to sign a Liability Release form, even showed up at my home!!

  

  Business Response

  Date: 12/17/2024

  Good day *****,
  
  We understand your concern and of course we don't like to charge for work that hasn't been done that's why we tried to reach out through call but with no success. You're more than welcome to call our managerment to find a resolution. - Ran ************** 
  
  

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22697135
  
  I am rejecting this response because: *** and **** tried to negotiate with me over the money that is mine. A refund, in exchange,  I'll have to take down my review. Doing the right thing shouldn't be a bargain. Also, I shouldn't be negotiating over my own money. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/07/2025

  Good day *****,
  
  We have a written agreement with you. You had more than 3 days to cancel but you didnt. There was work done on our end. Per contract we would bill additional 25%, we have not done that. All we asked was for you to remove the review since you didnt really get the change to review the experience of us doing work for you, also this money is legally not yours anymore, you actually have a balance due. Not only that you posted a negative review, you also posted false negative reviews from multiple relative of yours, more than 4 at this point. 

  
  Again, I would offer for all of us to come to resolution, you can remove your posting online from your account and all your relatives, your BBB complaint will never disappear so people could hear your voice, youll receive your deposit back then and we never have to talk to each other again.

  
  Best of luck.

  Customer Answer

  Date: 01/08/2025

   
  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. I will take down my ****** review after I receive my deposit. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/25/2024

  Type:Order Issues
  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 18, 2024 we contracted with Northwest Builders & Renovation to replace a skylight. We paid $2000.00 that day and were told the skylight would be replaced the following week. The remaining balance was to be paid upon completion of the work. **** *. was the Project Manager representing this company. Since that time, nothing has happened. We contact **** and he gives us excuses and says he'll get it done. Again, nothing happens. Most recently, he promised to get the skylight done two weeks ago. We flew to ********* to be there for the job. He did not show up and has not returned our phone calls. We have also called the main number for the office and have gotten nothing but a run around. We simply want our $2000.00 to be returned. We do not want to deal with this company as they are unreliable and unprofessional.

  

  Business Response

  Date: 11/26/2024

  We Refund this Client his Money on November 25th by mailing him a check, the check probably on his way. 
  We also sent email update about the refund to the client yesterday which have been opened by the client but they still decided to do a complaint on our BBB for no real reason,
  if this complaint wont go down from our account in the next 24hr i would have to cancel the check and have it solved by the BBB. 
  
  If anyone want to contact me my number is : ********** ***.  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22602996
  
  I am rejecting this response because as I explained to the Project Manager (who is incredibly rude), I will accept resolution of this matter when I receive the check for $2000.00.  I filed my complaint with BBB BEFORE any resolution was offered by the company.  We have been trying for 2 months to get this matter resolved without success.  The email sent to my son (not to me) from ****** ******* in Accounting on Monday November 25 stated that a check would be put in the mail that day and should arrive in 3-5 business days.  I am expecting that I will receive the check as represented however no one from this company has done anything they promised to do, so my trust is low.  With the Thanksgiving holiday and Sunday, I may not have the check until Monday or Tuesday of next week.  Upon receipt of the check, I will accept resolution of this matter.  Threatening me with canceling the check prior to even receiving it is not helpful.  
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  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.

  They wont stop hounding me with Telemarketing calls. I have directed them to stop calling and remove me from their 'list' but they still call EVERY DAY.

  

  Business Response

  Date: 11/08/2024

  Good day,
  
  My name is *****, and I want to sincerely apologize for the inconvenience and frustration these persistent calls have caused you. I understand how disruptive telemarketing calls can be, especially when youve made it clear you do not wish to be contacted further.
  
  Please know that there are other companies with similar names or who may be using our name, and unfortunately, weve received similar complaints about this issue. However, I assure you that I will personally make certain that no one from my team reaches out to you in the future.
  
  If you have any further concerns or need additional assistance, please feel free to reach out. Again, I apologize for this experience and appreciate your patience and understanding.
  
  Best regards,
  *****

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  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.

  We hired NW Builders & Renovations July 2023 to remodel 2 dated bathrooms in our home in *******. Estimated at $37K+. Initially, we were happy with the result. But then early in May of 2024 we noticed the flooring (LVP) was buckling and the shower curb was swelling. A clear sign that there was water damage happening. I called the company and the owner Ran came out and told me that not to worry, no problem they will get this taken care of. They responded quickly but the worker/subcontractor for them needed a translator and that translator did not communicate to what we needed to happen. After they pulled up part of the floor, it was revealed black discoloration on the subfloor...mold. I requested a full demo as it was clear that the damage was also behind the walls. He refused and said that if we used another company that they would not give us a refund. That answer was unacceptable. We could not allow them to continue with the job as their shortcuts set us up in the first place.

  

  Business Response

  Date: 11/04/2024

  The customer has reached out because of a leak, that was past the warranty included in the contract. We came back and started demo including repairs that had happened to subfloor that was not part of the contract. We have received a very unpleasant talk and communication from the client and her significant other, including sending away my employees. We had still offered to come back and make repairs but got a refuse from the owner, There's nothing else we can do for them unfortunately  

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I had a roof replaced on my home and Max M stated during the initial discussions that the entire mold problem in the attic would be resolved with the replacements of the plywood in the roofing project. I am in the process of selling the home and the mold problem is not resolved as promised despite the additional expense of 30 more sheets of plywood than was in the initial quote. Also, due to the work done on the roof there is now leaking in the awning next to the house that wasn't there previously. I would like the leak fixed and the a credit for the mold treatment that was supposed to have been resolved as promised.

  

  Business Response

  Date: 10/16/2024

  Good day ******,

  Thank you for getting this to our attention. This is ***** the owner and if possible I'd like to meet in person to resolve the issue. I'm available this coming Friday or next week to meet. Let me know what works best for you so we could resolve the issue as soon as possible.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22432335
  
  I am rejecting this response because:

  Friday would work to meet to discuss this. I had to reject this as a solution because this was just an offer to meet. I csn be available pretty much anytime Friday at my home or somewhere near there if needed. If you have my contact information outside of this forum, feel free to reach out directly to make arrangements, if that is acceptable etiquette for BBB.

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

  

  Business Response

  Date: 10/17/2024

  We understand, I would just like to take a look at the issue of the work we did myself and resolve the issue so it can be done swiftly. I will be there tomorrow at 10am so we can have a discussion about this.

  Customer Answer

  Date: 10/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution provided in person and via signed contract is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  ************ (the full name on his business card) contracted with us to do a project on 6/10/24 and we gave him a $1500 down payment. The next day we cancelled the project due to lack of accessible funds. The contract said cancellation within 3 days would have down payment refunded. We waited for the refund, then sent several emails and left voicemails when we heard nothing from him. We received a check for a partial refund four weeks later, but the check can't be deposited. (No explanation.) I left more voicemails and got no response. I called the Portland office number and explained the situation, and a receptionist said she'd have the owner/manager call me. After five days I've received no call. I want a refund of our down payment of $1500, which is due from our cancellation of this project.

  

  Business Response

  Date: 08/27/2024

  Hello *****,
  My name is *** and im one of the managers here in NW Builders and Renovations
  First of all i want to apologies for any miscommunication you are experiencing during this matter,
  I tried to look up on my end any Proof that says that you asked to cancel the project the next day but couldn't found one, can you share with me any proof? the only email i have here is from July 1st (Agreement been signed on June 10th)  
  Also as i see on my end i saw that **** was really responsive and address all you questions and came to 2nd meeting with you guys after you asked to change the scope of work, 
  once you decided to cancel the agreement its was more then 3 days from the day of signature, as our contract state : 
  CANCELLATION: You have the right to cancel this agreement within 3 business days of the date of the contract. After this period, your down payment is non-refundable. As to special orders and/or the contract itself (for convenience), if cancelled, Customer shall pay an additional 25% fee plus any accrued balance, as a liquidated damage. Customer recognizes and agrees this is not a penalty. This represents a reasonable estimate of loss, which would otherwise be difficult to calculate 
   
  What ended up in your situation was that we Waved our 25% cancellation fee and kept just 15% down payment out of the total payment you sent us which is $660 out of the $1500.
  i have 2 solutions to offer you :
  1. you leave the complain as is and ill issue a new check for you under the amount of $840 ( like we did in the first place, but for some reason you were unable to cash it out ). 
  2. you would delete the complain, and ill fully refund you for $1500.
  
  I hope this email finding you well
  lmk what you deciding to go with.

  Customer Answer

  Date: 08/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The manager of the business offered us 2 options. I choose Option #2, that we will delete our complaint and he will fully refund the $1500.

  Additionally, the manager asked if we had proof that we cancelled the original project one day after the contract. To cancel the project I spoke to **** on the phone, and he then texted back. I have a timeline of all communication (by phone, text, and email) between ****, myself, and my husband, as well as all of the original communications if needed.

  Since the manager agreed to fully refund our $1500 if my complaint is deleted, I'm satisfied with the company's response.

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

  Customer Answer

  Date: 09/13/2024

  Hello,
  
  The company in question has not refunded our down payment as promised in their communication via BBB. Can I re-file my complaint or can you make my complaint active again? Is there some other way I should proceed? I believe it has been three weeks since the company agreed to a refund, and I have received no refund or communication from them.
  
  Thank you,
  *********************
  

  
  

  

  Business Response

  Date: 09/13/2024

  I tried to reach out with no success to find the best way to refund you.
  Please contact me on my private phone - ********** - and ill proceed with the refund once the complaint is would be waived, if its impossible to waive the complaint ill just go by resolution #1 

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22200923
  
  I am NOT rejecting this response, I just needed a place to respond without closing out the complaint. Nobody from the company has tried to reach us in the last three weeks. **** has the correct phone numbers and email address for both me and my husband, and has called and texted us in the past. I believe our address and phone number are also on the contract.

  The initial response from the company indicated we could receive a refund of $1500 and cancel our complaint. We agreed to this option in our response, but have received no further communication or refund. If you want more information, I have all of our communications with **** (from ***** saved and dated. The original project was cancelled less than 24 hours after we were given the estimate, as we didn't have the money available at that time.

  We will still cancel our original complaint, upon receiving a refund of $1500 by Friday, 9/20/2024. This is approximately one month after the company offered this option to us.

  Customer Answer

  Date: 09/17/2024

  Hi ******,
  
  The company has refunded our down payment, and I would like to close out the complaint and delete it as they requested.
  
  I appreciate your help and the BBB!
  
  Sincerely,
  
  ***** and *********************