Northwest Restoration

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About this company

Northwest Restoration

Northwest Restoration is a general contracting company focusing on the restoration and remodel segments of the construction industry. President of Northwest Restoration Inc., Jim Clarke, and the construction management team combine for 35 years of experience in the construction industry.

Types of work

Water damage & mold remediation 371

Fire damage restoration 352

Storm damage restoration 337

Tree damage restoration 336

Historic restoration 336

Insurance repair 19

Damage restoration 14

Remodeling & renovation 14

Cleaning & pest control 4

Roof repair 2

Biohazard remediaton 1

Insulation 1

Gutter installation 1

Window & door replacement 1

Siding 1

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Contact info

21515 Bents Court NE, Aurora, OR 97002 (503) 678-2343 nwrestoration.com

GuildQuality surveys

This page contains customer feedback collected by GuildQuality using impartial third party surveys. Learn more

Badges

Guildmember since 2017

5 Consecutive Great Reviews 2020

5 Consecutive Great Reviews 2019

5 Consecutive Great Reviews 2018

Customer satisfaction

Employees Professionalism

93%

Process Explanation

87%

What does this data mean?

Projects 632

All Projects
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Reviews

All project locations are approximate

Reviews 205

4.3

156 of 186 would recommend

133

How are reviews verified?

Response

Northwest Restoration Hi Alex, First I want to say, we appreciate you taking the time to fill out the guild survey. Alacrity invests in this survey, and we as a company invest in the survey as well to continue to learn, grow, and improve our customer experience. We apologize for the poor experience you had with our company, and I personally apologize to you for the service you received. Before I comment any more on the survey I would like to do a quick recap of the project: On Friday, September 13, as soon as we received the assignment, we were at the house the same day. I met with you and your wife in your living room and went over the basics of process, scope, etc for the project. You were agreeable with everything and happy to use an Alacrity network contractor. The main thing you expressed was your desire to get the claim finished as quickly as possible, which I told you we would mobilize our crews immediately. We came same day to start mitigation, and stabilized until we could start demo on Monday 9/16. Immediately after we completed demo and drying we mobilized our drywall/paint crew who was on site within a week of completion of the demo. The entire scope in general included: moving contents from the living room and dining room into the garage, replacement of kitchen countertops, drywall and paint on main level ceiling, replacement of master bathroom fiberglass shower surround, replacement of vanities in both hall bath and master bath, and replacement of particle board underlayment and vinyl flooring in both bathrooms. There was also a change orders for plumbing to move some pipes that you requested we perform to accommodate for the new vanities, and upgrade flooring in the bathrooms from vinyl to tile. You supplied the vanities and NWR credited you the material price in the estimate for the vanities. The project started off well, and the transition from mitigation to repairs was relatively smooth and quick. The down time came when we needed to order the shower surround. Among all the suppliers in our area, there were no options in stock that we could order. You and your wife preferred the fiberglass shower surround with the bench on one side. This is not a common item and was 6 weeks out from time of order. Since the shower surround is a rough in item. We could not proceed with drywall repairs or any flooring or vanities because that would be out of process and cause the tub edges (where the fiberglass transitions onto the floor and the wall) to not be as clean and professional as if we would install the tub surround first. You were not excited about the potential 6 week wait, but you still thought this was the best option since you and your wife would not accept other shower surround options that did not include the fiberglass built in bench, so we proceeded with the order. In the mean time I suggested we finish the hall bathroom so that you and your family could move into the home, despite the master bath being on delay because of the shower surround, but you preferred we keep everything in process and not piecemeal the project. When the shower surround finally came in, it was damaged. Because of the brittle nature of the fiberglass material, I was concerned about ordering another shower surround that would potentially get damaged again during freight. On top of the fact that you and your family had been out of your house for about 2 months at this time and were itching to return home. So, I improvised, and came up with a solution to discuss with Allstate insurance as well as with you about installing a tile surround instead of fiberglass. Even though you and your wife preferred to have as close to what you had before as possible (fiberglass shower surround with bench), you were open to options that would get you back home quicker though. We deliberated over cost and timeline of tile surround versus ordering another fiberglass shower surround, and we decided the tile surround was the better option. So we were able to get out within 2 weeks of finalizing that decision and install the shower surround. Finishing the shower surround allowed us to finish the drywall repairs, paint, underlayment, flooring, and vanities. At this point, I was moving into a new role in our company and passed this project on to another project manager named Jason. Jason ran the job to completion, which mainly consisted of finishing flooring, installing vanities, and punch work. Now my response: To start out, based on the survey response, one main area of frustration you had was a lapse in communication between you and I. You state, “My project manager Conner failed to keep me updated of the project which led to a 3 month delay where my family and I were unnecessarily in a hotel room.” I acknowledge that during the 6 week waiting period I did not communicate as regularly because in my mind there was not any relevant news to communicate on, however, this lack of communication built up frustration. There was a time late in the project after we found out that the fiberglass surround came in damaged that you contacted me frustrated and said, “Lets meet up to discuss everything.” You were very transparent and expressed your frustration with me and the process, and you wanted to discuss this in person. So I met you late one afternoon downtown Portland. During that conversation you actually took the time to give me great insights on how to improve as a project manager, particularly in the area of communication. Being a project manager yourself you could pull from real experiences you have had which helped me relate with you on this, and added credibility to the advice you were giving. Honestly, that afternoon one-on-one was a game changer for me, and our company. I learned that even if there doesn’t seem to be anything to report, report anyways, check in. That is the key component of customer service and providing an excellent customer experience. So, I would actually like to thank you, Alex, for taking the time to help me and our company improve. Not everyone is bold enough to give honest feedback, and we value the honest feedback we receive when we can get it. It does not necessarily feel good in the moment to see a survey like this one come through my email, but when I reflect back on the lessons I learned as an individual and the lessons I have been able to pass on to our team, I am grateful. Thanks again, Sincerely, Connor

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Northwest Restoration

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