Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The following problems occurred with N&M Restoration:1. The owner of the company, N&M Restoration, mentioned the project will be finished around 3 days. The project was started on October 25th, and still has not been completed as of November 18th.2. The company, N&M Restoration, mentioned they have used the machine which compacts the gravel and stones before laying the concrete, however they did not, as seen in the attached photos. a. It was clearly communicated to the owner of N&M Restoration the purpose of this project is to improve the infrastructure around the home from recent flooding that occurred from heavy rain the last year.3. The A-Class finish that was agreed upon is supposed to be a reddish, brown, limestone finish. As seen in the photos, there is a clear discrepancy between the photo in the brochure that is provided by N&M Restoration and what was provided. It does not match what's agreed upon.4. N&M Restoration did not professionally haul away the debris in front of the home, as agreed upon. Leaving dirt that was dug up on the front lawn. Moreover, large gaps were left between the front walkway and the front lawn, empty pocket holes near the side of the home and the gutter, and my sprinkler system not properly installed back into place. 5. Old cement near my lamp pillar was not removed properly, and was not replaced with new cement, as seen in the photo.We have tried to communicate to the owner of N&M Restorations about our concerns. Instead, he turned to his employees to seek the truth, instead of listening to the voice of the customer. On November 12th, 2024, the owner of N&M Restoration agreed over the phone to speak in person at the estate on November 18th between 12pm-1pm, however the owner did not show up. Instead, he recommended to double the warranty. Which in the contract is 7 years, to 14 years. The warranty does not explicitly mention what is covered. We do not accept this.N&M Restoration exhibited a lack of ************ email

  

  Business response

  11/25/2024

  The job turned out great. My employees told me they compacted it & she said it wasnt. Rather than dispute I offered to double the warranty and removal if not happy. A authorized inspector is going to inspect to make sure up to code.

  Customer response

  12/01/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  1. The quality of work provided did not meet the standards described by the owner of N&M Restoration and lacked professionalism. The owner of N&M Restoration did not secure the necessary permit from the city. Additionally, there was no engagement or permit obtained from the city inspector during the course of the project. We took the initiative to have the city inspector and ordinance officer assess the work completed by N&M Restoration.
  
  
  2. The owner of N&M Restoration stated that he would double the warranty; however, he did not clearly outline what the warranty entails.
  
  
  3. What does the owner of N&M Restoration mean by "removal"? It appears to imply the complete removal and redo of the project at no additional cost. We have already paid two-thirds of the agreed amount and are not satisfied with the quality of the work completed. There was insufficient compaction and gravel used during the project. Additionally, the owner has provided unclear explanations regarding the situation. Furthermore, the use of inappropriate language towards customers is unacceptable, particularly when addressing issues resulting from the actions of your team.
  
  Regards,
  
  ****** *****

  

  Business response

  12/11/2024

  As I stated before I would have doubled the warranty ! Which is given with the paid in full invoice & receipt. Now I have to have the city come out to inspect & site her . Lean process has already been started. 

  Customer response

  12/17/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  I completely reject the work done by N&M restoration. No permit was obtained from the city, and the work does not comply with city regulations. I request a full refund, along with compensation for property damages, unauthorized use of my utilities, and the time and frustration caused by this ordeal.
  
  
  The project, promised to be completed in three days, took over a month. Additionally, the company displayed unacceptable behavior, including swearing at my son over the phone and making threats toward me. I did not agree to any of this.
  Regards,
  
  ****** *****

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