Northwest Restoration

4.3

163 of 195 would recommend

138

25

7

18

How are reviews verified?

Sprague G.

Verified · Oregon CIty, OR · Jun 24 2020

Project started slowly but quickly got up to speed when Suzanne came on board.

Additional comments

Recognized Excellence

Suzanne was awesome, got the project moving and had great communication and was genuinely concerned that things were to my satisfaction.

S.G.&.

Verified · McMinnville, OR · Jun 18 2020

Additional comments

Recognized Excellence

Jerry Srofe

Areas Of Satisfaction

They did a good job in all areas.

Additional Comments

Jerry was excellent and easy to work with.

M.W.&.

Verified · Vancouver, WA · Jun 18 2020

Additional comments

Recognized Excellence

We would like to recognize Suzanne and Dan. They were both excellent.

Areas Of Satisfaction

As they were working they would see little things that were necessarily gong to be fixed and they would still fix them. They went above and beyond.

Additional Comments

They would be the first place we will call if we ever need any more work done.

Ground J.

Verified · Vancouver, WA · Jun 18 2020

They called right away, came when they were supposed to, and followed up after the fact. Overall I felt very well about the whole process.

Additional comments

Recognized Excellence

It went pretty fast.

Areas Of Satisfaction

I was satisfied because they called right away, scheduled it right away, showed up on time, finished on time, and left on time. They did not have to come back to fix anything.

Johnsen C.

Verified · Woodburn, OR · Jun 16 2020

Additional comments

Additional Comments

They were efficient, courteous, and did quality work.

Leland E.

Verified · MONMOUTH, OR · Jun 03 2020

I would have hoped that the project would have gotten done faster then it did. They did have to round up certain individuals to do certain things. They are not a company that does it all. They subcontract things out.

Customer in PORTLAND, OR

Verified · PORTLAND, OR · May 30 2020

Area Of Satisfaction

Quick customer request/question turn-around

Additional Comments

Overall it was a experience with NORTHWEST RESTORATION.

Levy V.

Verified · Salem, OR · May 19 2020

Additional comments

Recognized Excellence

Jerry was very responsive and did a great job!

Areas Of Satisfaction

Our house looks beautiful - thank you!

Lanni D.

Verified · Hillsboro, OR · May 09 2020

I discovered early in the morning that my hot water heater was leaking and I called my insurance company and they were able to send someone out from Northwest Restoration in the very same day.

Additional comments

Recognized Excellence

Jason was wonderful. He always responded to my phone calls and he helped me with scheduling. I would highly recommend him, he is a great asset to the company.

Areas Of Satisfaction

They met and exceeded my expectations with their customer service, responsiveness, scheduling, and time management.

Additional Comments

Stephanie in the office was wonderful. She was very helpful and always answered when I could not get a hold of Jason. She is a good employee for the company.

Alejandro T.

Verified · MILWAUKIE, OR · May 09 2020

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. Jason took over the project and was able to reestablish a semblance of trust and follow through. While I appreciate Jason’r efforts I feel that the lack of checks and balances that allowed Conner to drop the ball are indicative of an organization I would not be willing to do business with again.

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

Customer in Tualatin, OR

Verified · Tualatin, OR · May 07 2020

Additional Comments

Jim is also a superstar!

Customer in Wilsonville, OR

Verified · Wilsonville, OR · May 07 2020

They were never on time. Always late and I had to call them to see when they were coming. The gentlemen they sent didn't speak English. Jason, the Project Manager was always late. He called but was late. They sprayed my ceiling with a popcorn finish. No one has popcorn anymore and had to redo it. The guy did a good job, but I had to do all the cleaning. I paid them over $2,100 for a ceiling which is 6 ft x 4. It is a very small bathroom and only it was only half the ceiling. I never got an itemized statement and I may have been overcharged. The water damage with the insurance company, I would never hire anyone. Jason came by to get the final check, and with COVID he didn't come prepared for that. I would like an itemized statement. It was a frustrating experience with them, and I would never hire them again.

Ryan L.

Verified · McMinnville, OR · Apr 27 2020

Additional comments

Areas Of Satisfaction

They exceeded my expectations in all areas.

Hitz J.

Verified · Silverton, OR · Apr 18 2020

They did a great job and they were easy to work with.

Additional comments

Communication

They were very good at communicating with me.

Recognized Excellence

I'd like to recognize Zach for his exceptional service.

Areas Of Satisfaction

They exceeded expectations in their promptness. They were out here immediately like an hour after I called my insurance.

Additional Comments

It was very good. Under the circumstances, it was a good experience working with them.

DiMauro C.

Verified · Portland, OR · Apr 14 2020

Thank you for helping me transact essential business during our stay home, stay safe order by safely providing your sanitization services!

Additional comments

Recognized Excellence

Angel, Norma, and Connor were all great!

Tasker T.

Verified · Milwaukie, OR · Apr 14 2020

Additional comments

Recognized Excellence

I would like to recognize Jennifer Halloran for their exceptional service.

Areas Of Satisfaction

All areas were met and exceeded especially timeliness.

Larisha B.

Verified · PORTLAND, OR · Apr 13 2020

The sales representative was great, defiantly. The workers were not so good. The work was not done correctly, I would not recommend the subcontractors.

Additional comments

Area Of Satisfaction

I was most satisfied with their timeliness and responsiveness.

Davis C.

Verified · Salem, OR · Apr 13 2020

Northwest Restorations are very professional, respond quickly to questions, and are upfront with what they are wanting to do. There is no hidden agenda.

Additional comments

Recognized Excellence

I would like to recognize Connor and Charlie because they were communicative and they spoke to me quite often via text, phone call, or email. They kept me in the forefront of the project the entire time. I knew what was going on and I knew what to expect. They adopted our family-style and we have two dogs. We let them know after the first couple of days they need to just walk in and do not knock, or else the dogs will freak out. They were able to do that with other workers as they came, so it was really awesome.

Areas Of Satisfaction

They exceeded my expectations with the quality of the work. What they did exceeded what we expected.

Customer in HIllsboro, OR

Verified · HIllsboro, OR · Apr 10 2020

Additional comments

Recognized Excellence

I'd like to recognize Kurt and Jason for their exceptional service

Areas Of Satisfaction

They exceeded expectations in the area of organization.

Dempsey M.

Verified · Portland, OR · Apr 10 2020

Work was done well and efficiently, and our project manager, Jennifer, was great to work with. Handled a lot of questions and was patient and communicative the whole way. Quotes were higher than I would've expected for certain types of work, but overall, we were happy.

Additional comments

Recognized Excellence

Our project manager, Jennifer Halloran, was great.

Areas Of Satisfaction

We were worried about all of this and about communication, and Jennifer did a great job of walking us through things and patiently answering our questions and concerns.

W.S.A.

Verified · Salem, OR · Apr 10 2020

The quick response and work were excellent!

Additional comments

Communication

It was a pleasure working with Zach and Jason

Schedule

They were quick!

Recognized Excellence

Zach and Jason

Areas For Improvement

None

Areas Of Satisfaction

All areas. A great experience during a stressful time.

L.W.&.

Verified · Salem, OR · Mar 23 2020

Northwest Restorations was professional in every way. They were prompt and friendly and took care of our problem completely.

Additional comments

Recognized Excellence

Everyone we dealt with was wonderful.

Areas Of Satisfaction

They exceeded in promptness.

F.A.&.

Verified · Portland, OR · Mar 23 2020

They were extremely flexible with our situation.

Additional comments

Recognized Excellence

Jennifer was always accessible and flexible.

Areas Of Satisfaction

I'm happy with how everything turned out.

Customer in Silverton, OR

Verified · Silverton, OR · Mar 11 2020

Recognized Excellence

Jason May - Very professional and helpful.

Areas Of Satisfaction

The quality of the work was outstanding!

Additional Comments

Would recommend them to friends and use them again if needed in the future.

Gray T.

Verified · Newberg, OR · Feb 27 2020

We really liked working with Jennifer.

Additional comments

Area Of Satisfaction

It looks beautiful. It looks almost better than it was before it was damaged.

About this company

Northwest Restoration

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GuildQuality surveys

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Customer satisfaction

Projects 649

Reviews 215

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