Northstar Cleaning & Restoration, Inc.

Review: Dear Sir or Madam;

We would like to submit this complaint regarding services provided by Northstar

Cleaning and Restoration.

We hired Northstar when we had a heat failure at our property, [redacted], on February 2, 2013. The firm has mishandled our possessions,

kept some of the possessions, damaged some of our property, installed things

incorrectly, and they have not finished work that has been paid for. Northstar refuses to

incorporate change orders into the financial accounting and they refuse to give us a final

accounting of the numbers. There are inconsistencies in the information they have

supplied. We have been unable to get a complete accounting so that we can review the

numbers. We do know that we have paid Northstar $78,494.08 using funds provided by

the insurance company and that we came under budget in many areas of the project:

the kitchen, flooring, etc. By our accounting, taking the change orders into account,

Northstar owes us approximately, $2,000.

(1) Our issues started after our first visit to the property in May. We reside out of state

for most of the year. We discovered that Northstar had mishandled our possessions.

See Exhibit 1 : a letter, including 7 photographs that we wrote to Northstar on May

12, 2013, stating our concerns regarding the state of our possessions. We also sent

a copy to [redacted] Company.

Northstar assured us that if there was any damage to our property, they had insurance

that would cover the damage.

They damaged the front of the dishwasher. Photos of the dishwasher the first day

Northstar arrived on the property are attached showing that is no damage on the front of

panel (Exhibit 2). They acknowledge that they did the damage but they refuse to

replace and install a new front panel on the dishwasher. From an email dated July 19,

2013:

[redacted], the only color option that I could find for your specific

dishwasher is black. The cost for this is $94. Would you like me to

order this today or would you prefer us paying you $94 for the

dishwasher panel? Please let me know.

Thank you,

[redacted]

Although they offered to replace the panel, they have not done so.

(2) Northstar, with our permission, removed multiple items from the house to be

cleaned. Weeks later they still had not returned seven of the items that they had

removed: three rugs and four down pillows. After multiple inquiries, including from

[redacted], we were informed that the items would be returned on

July 29, 2013, (insert email from [redacted] saying when they would be

returned). They were not returned nor did we receive any communications from

Northstar regarding their status. [redacted] advised us to call the

police. A call was placed to the [redacted] on [redacted]

speaking to [redacted]. The items were returned on August 8,2013.

Without police intervention Northstar would not have returned the items.

(3) From the day that we were informed by [redacted] that the kitchen

was completely damaged and would need to be replaced, we instructed Northstar

that we wanted the island to be rebuilt to the same specs using the same hardware.

It was a floating island. They rebuilt it as a fixed island. Northstar never discussed

the matter with us. They claim that they had to build it as a fixed island or the floor

warranty would be void. The warranty does not require that islands be fixed, but

rather that installation instructions (Exhibit 3) be followed and that fixed objects be

installed a certain way. Northstar never took any measurements before they

removed the island and they replaced it in a different location. This would not be an

issue if they had rebuilt the island as a floating island as it was before.

(4) Northstar installed the incorrect hardware on the island and in the process caused

damage to the ,island. We had instructed Northstar to save the hardware from the

island (which they did) because we wanted the same hardware installed on the

island. We told Northstar this on many occasions. After our first visit to Wausau in

May, we decided to draw up a list of instructions and update as needed, in order to

avoid miscommunications. Enclosed is the Master List of instructions from three

different dates;i May, 22, 2013, May 31, 2013, and July 1, 2013 (Exhibit 4, Exhibit 5,

Exhibit 6). In each one, under the hardware heading it states that we have the

hardware from the island. The July 1, 2013 Master List goes on to say that photos

should be consulted (Northstar took photos of the entire house the first day they

entered the property). In addition, on July 15th, while we were in Wausau for a

second visit, we met with [redacted] at the property. During that meeting we

discussed the hardware in great detail. We showed him exactly where the

hardware for the island was located in the house and we demonstrated exactly

where we wanted the hardware installed on the island to the inch. We discussed the

hardware for the rest of the cabinetry which had not arrived in Wausau yet. We had

a sample of the new knobs and we gave exact measurements as to where we

wanted the knobs installed on the cabinet doors and drawers. On July 18, 2013, I

received an email from a family member informing me that the hardware had been

installed earlier that day and the hardware knobs that we purchased for the drawers

and doors were installed on the island. Northstar acknowledges that they did install

the incorrect hardware. From an email from [redacted] date July 19,2013;

[redacted], I apologize for the mistake regarding the incorrect

hardware being placed on the island, and we are ordering new drawer

and door fronts today.

As soon as I know when they are expected to be received I will

let you know.

. [redacted] has mentioned that if you like we can offer to pay you

the cost of the new door/door fronts rather than changing out the

hardware. If this is something that interests you please let me know.

At this time it is unlikely that we will make our worst case deadline of

July 26th. I will send a change order with the new anticipated project

completion date once I receive confirmation on the new

door/drawer fronts.

Thank you,

[redacted]

Since this email Northstar has refused to correct the damage by replacing any/all

affected cabinetry, parts (so there are no holes in the cabinetry) and then install the

correct hardware. Northstar has not responded to our multiple requests for information

regarding the damaged island.

(5) Northstar has not completed the work in the kitchen. We have paid for the work to

be completed~: One piece of cabinetry has not even been supplied to us.

"

(6) (6) Northstar refuses to submit a complete financial accounting. We signed a

contract dated\May 15, 2013 (Exhibit 7), and subsequent to that, Northstar submitted

a change order dated May 17 (Exhibit 8). That change order did not reflect the final

changes and on July 19, 2013, Northstar said they would deliver an updated change

order (see email above in paragraph 4), which would have reflected savings on the

kitchen budget,and for the counter which was installed by another vendor. The

kitchen budget with tax was $7,848.35, but the job came in at $6,157.63 plus tax,

as the email below, dated May 17, 2013, shows. This email was sent to us and

Northstar by [redacted], the [redacted]:

[redacted] and [redacted]

This is the manufactures report for your new kitchen, the sales

multiplier for you will be .38 The good news is the total cost of the

cabinets is now $6157.63 plus tax Well below the $6500 plus tax

number we have been talking about. The cost reflects the current

promo pricing.

The only design change that I made is taking the two corner shelves

and making them two staggered height straight shelves. They are

unable to produce a corner shelf and told me current trends are to

stagger single shelves. Field modification would be difficult on such a

light color and would yield poor results at best. None the less this will

get you moved in and can be revisited later if necessary.

Enjoy the Weekend

No final change order for this savings or for savings on other items (flooring, carpeting,

kitchen countertop, etc.) has ever been given to us. We have never been given a final

accounting for what was paid and what work was done. We do know that many times

we came in under budget.

We have requested this information and other information on many occasions.

Northstar does not respond. Our communications have been ignored and therefore

they have become counterproductive.

To resolve these issues we would like Northstar to;

(1) Submit a complete financial accounting taking into account the change orders that

had previously.-been agreed to. In good faith we agreed to have these numbers

applied at the end of the process.

If (2) The installation of a new front panel on the dishwasher.

(3) The kitchen cabinetry has not been completed. This includes the panel, the cabinets

over the refrigerator and the knobs on those cabinets. The knobs for the cabinets

were supplied to Northstar, but they were installed incorrectly on the island.

Northstar should supply the two additional knobs .

(4) The replacement of the island pieces to restore the island to its original new

condition and then install the correct hardware.

Regarding, item #4, rather than have the island restored to its original new condition

and install the correct hardware, we am willing to consider another option in order to

bring this situation to a quicker resolution, that Northstar agrees to move the island and

leave the hardware as is.

Thank you for your assistance in this matter.

[redacted]Desired Settlement: see complaint

Business

Response:

To whom it may concern,

This complaint is not accurate to the events that occurred. Throughout this project we have constantly communicated with the customer and their representative ([redacted]'s sister and brother in law were our local contacts). As this customer was residing in New Mexico during the course of their project it was extremely difficult to get them to make material selections, and every effort was made to work with them as they made multiple changes. Their accusations that we miss-handled their property is false (please see email correspondence attached from the insurance adjuster). This customer became upset when we would not move their kitchen island to a different location than where is was originally installed. We showed the customer photos from before it was removed, and photos after it was installed which clearly show the island was returned to its original location. We offered to move it for the cost of labor and materials. Neither our supporting documentation nor our offer was acceptable to the customer. [redacted] very quickly required me to stop direct communication with her, and required that all communication go through her attorney (see attached email). We had our attorney send their attorney an offer to resolve their complaints, however the law office informed our attorney that they were not representing them (see attached email). Our attorney then sent [redacted] and [redacted] the offer of settlement directly and they have never responded. We are currently owed over $3800 for this project, and will most likely be heading to small claims court to settle their claims. I stand behind the quality of work that our company provided this very difficult customer, and believe that the majority of the issues that they have made against us has been done in an attempt to get paid money that they are not entitled to by their insurance company. This customer also accused us of stealing their property. This is absolutely false. We had in our possession three area rugs and two pillows that were brought to our facility to be cleaned. I informed [redacted] in writing when the cleaning was scheduled. She misunderstood the date of cleaning for the date when they would be returned, and called the police when they were not returned on the cleaning day. This was done only to harass us. All their possessions were returned once the cleaning was attempted, and the insurance adjuster was also made aware of the schedule, and then subsequent harassment by the customer. I have over four hundred emails both received and sent to this customer documenting how unbelievably difficult these customers were to work with. Should you need any additional information from us in order to dispute these false claims please do not hesitate to contact me.

Sincerely,

[redacted]

Business

Response:

As I previously stated this customer has made multiple demands that all correspondence be sent through their attorney. We have done this with NO response from the customer, and have been informed that the attorney they have claimed is representing them is in fact NOT representing them. The customer has made broad allegations of mishandling of their property, project delays, etc. that they claim are our fault. The truth is this customer has caused all of the delays due to their inability to simply look at flooring where they were located, and perform their own research into the type of paint that they want for their project. We repeatedly explained that we are not interior designers, and that they could hire one on their own if needed. We never damaged any of their property, and it is my belief that that have been trying to get money from their insurance company or our company to compensate for their irrational sense of entitlement. I am currently looking forward to appearing in court to resolve this matter as we are very well documented that this customer's complaints, calls to the police etc are all fabricated in their mind.

Consumer

Response:

[redacted] has finished their investigation into the plumbing failure at [redacted] on December 9, 2013. We have been informed that their investigation has determined that the plumbing failure was due to the contractor’s (Northstar’s) “faulty workmanship”. The plumbing failure has cost over $3,000. The insurance company has informed us that Northstar is responsible for the losses due to their faculty work rebuilding the plumbing.

We also have been informed by the City Inspector’s Office in Wausau that Northstar did not pull the required permits for the restoration work that they were contracted to do. They also never had the work inspected for the one permit they did get. The City Inspector requested the receipts for the permits Northstar billed us and we supplied those receipts. Our documents show that we were charged for multiple permits that Northstar never pulled even though they were required to do so.