ComplaintsforNorth Alabama Roofing & Restorations, Inc.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The contractor took a job of restoring a damaged bathroom vanity. The contract with NAR stated restoration of the vanity to its original color (dark oak wood). The built vanity has now solid red drawers, solid light oak wood doors which completely do not match the original vanity colors observed on the medicine cabinet doors. The colors are solid colors and not just various stripes/markings on the wood, and we ended up having a 3-vastly-different-colored vanity in our bathroom. The contractor promised to build color-matching medicine cabinet doors after 2 months of the project's end. Any attempts to reach the contractor failed.

  

  Business response

  08/10/2022

  I met with Mr *********** to look at the vanity that was built and installed. The wood species that was used was the exact wood species as existed before we completed the work. I showed him photos of the prior vanity and that it had shade variations. Shade variations are common because we cannot control how one piece of wood takes the stain as opposed to another piece of wood. I also took him into his kitchen and showed him that these cabinets were the same exact way. Mr. *********** then signed a form stating that all work had been completed, was correct, and he was satisfied. The form is titled Certificate of Satisfaction. Later Mr. *********** asked that we do more work. I do not want to do  more work for this gentleman as he was difficult to work with during the first project. I will be forwarding this unfounded complaint to my attorney, Rod Slusher, for proper handling. It is very unfair that we did a great job, he signed a document stating the same, and now has complained here in a public forum. This is not right.

  PS I have uploaded a copy of the document that was signed by Mr. ***********

  Customer response

  08/17/2022

  I am rejecting this response because:

  The business (NAR) took the job of restoring our vanity to its original color/shade scheme of the cabinet/drawer doors. At no point in time did the business articulate to us, be it verbally or on the project paperwork, that it "cannot control how one piece of wood takes the stain as opposed to another piece of wood". If we knew it from the start, we would have not proceeded with this business.
  

  Our house woodwork has a perfectly color/shade matching woodwork across all of the many wood pieces in both bathrooms and in the kitchen, and it is very unusual to hear that colors/shades cannot be controlled. Not only could the business not match the colors/shades using their own wood pieces (drawer doors vs vanity doors) but none of these 2 colors matched the original vanity color. We provided photos to BBB detailing how the woodwork strikingly differs in all 3 of these colors.
  
  The business promised that it will finish the job and install new medicine cabinet doors which will color match the vanity doors. We provided the document proof (screenshots from contractor forum/job-scheduler application website with customer account created by the business for us) that the business did promise to do the job after 2 months of the project end. After waiting for 2 months, we started making all attempts to contact the business and after not hearing from them and not receiving any official refusal to carry out the promised work, and waiting for another month for any reply, we submitted a BBB complaint (6 months after the project's start date). Should the medicine cabinet doors have been installed as agreed upon by the business, we would have not proceeded with this complaint.
  
  We have signed the "Certificate of Satisfaction" in total understanding that to at least partially mitigate the non-color-matching woodwork installed, the business will finish the job with installing matching medicine cabinet doors as promised. The request to install these doors was done on day 1 of the project (when their estimator first came to our house). We provided the document proof that the business gave us a quote to install these doors from the very beginning of the project. Our understanding was based on the fact that during discussions with the contractor, it was clearly indicated to us that the job of installing color-matching medicine cabinet doors can be done using the same wood pieces. This was later confirmed by the agreement to install the doors (document proof attached) which we are still waiting to be fulfilled.

  We are using the BBB service to express our customer opinions as it is a not a public forum and consumer reviews are checked by a BBB employee responsible for the review program.
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had a major water leak on August 23, 2021, Insurance received claim on Aug. 23, 2021, with claims representative coming out to do inspection for estimate. Estimate sent/received by ins. adjuster and payment received 10-01-21. Whereby, North Alabama Restorations was recommended by ins. adjuster. The only communications I got was an email stating the procedure of project schedule to start on November 12-19, 2021. I had no person to person contact and any phone communications were me trying to get confirmation of work process(who, what, when, where, etc).Servpro on 8-23-21 gutted kitchen( removing cabinets, sink, stove and shutting off Waterloo kitchen) and removing some of the flooring in living room, all flooring in dining room. I didn't hear anymore about project (except my calling/texting NAR at least weekly). In the meantime I got tired of tripping over flooring not removed and proceeded to remove flooring, which upset contractor manager as my being "proactive" and resulting in my asking for reduction in removal of flooring. There were scheduled days in which I took off work that were cancelled due to materials not ordered(flooring), or cabinets not finished. The cabinet builder came out only once to measure and I gave him pictured details of what I was wanting and gave him samples of products to be used. The cabinets were (and still) not what I was lead to believe quality made. Doors don't completely meet, and one set of doors has a strip of wood between them to close the gap and the doors don't shut evenly. Cabinets have nail holes that were filled with putty but not varnished to match areas. Also one side of cabinet was not varnished at all. Project was finally "complete" 5 months and 10 days. However, one of the door hinges fell off for which I called to report and was given a " I will contact the contractor and get back with you" message...I waited and no response, so I got my you tube directions and fixed the hinge. There's more, But nothing good to say.

  Customer response

  03/08/2022

  Last contact with North Alabama Restorations was 3-2-22 when I texted them the photos of the cabinets doors falling apart and the doors that were piece milled with a piece of plywood because the doors didn't fit. I was told someone would have to come out to measure, etc. and the doors would have to be ordered. So far I have not heard anymore about fixing this problem.
  

  

  Business response

  03/22/2022

  We have responded each time Mrs. ******* has had an issue. Initially she did not like her cabinets, I had an entire new set built to accommodate her. Now, the panel that she is talking about is the inside panel of the dishwasher cabinet and cannot nor will ever be seen. However, in the interest of customer service we are scheduled to be there this morning at 0800 to stain this end.

  Customer response

  03/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My grievance with NAR deals with their inferior quality of work and mediocre customer service.
  In response to Mr. ****** regarding his accommodating with an entire new set of cabinets, I have contacted a representative at BBB office and presented photos of both sets of cabinets made by Mr ******'s company. These photos are detailing cabinet doors falling off hinges, crooked cabinet doors, doors too small to provide access to corner cabinets as well as doors not meeting but pieced with plywood to assimilate finished doors.
  There is no excuse for this shoddy example of workmanship.
  After 7 months I am still awaiting completion of cabinets that I am in reality disappointed with.
  

*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. ↩