We hired NuFlow for a sewer lining project at a cost of ~$28,000. House was built in 1969 with…read morecast iron pipe. They acknowledged that they were not the cheapest service in town, but they positioned themselves as a premium provider with superior service. Unfortunately, our experience did not match that claim.
While pulling the final lining, it got pulled free and became lodged in the sewer line, permanently blocking the line. How did we find this out? Well, several additional trucks and people started showing up at the house with 'serious looks'. Our GC for our ongoing remodel said "you might have a problem." We did. And at this point, things started going sideways, and the process became pretty intense.
The fix required sawcutting our interior floors and removing exterior pavers so a new line could be installed out to the mainline in our front yard. NuFlow did address the issue at no additional cost. However, the situation caused significant disruption to our home, delays to other contractors, and quite a mess. Protection measures during sawcutting were minimal, and the front of our house and windows were covered in concrete dust, all the way to the roof line. They had plastic 'draped' on the front of the house, but as they cut into our stem wall, the blade blew the concrete dust up behind the plastic. When they pulled the plastic down and saw the mess, they started to use a field broom to wipe down the windows and screen until we said that might not be a good idea. NuFlow sent cleaners, and agreed to reimburse $800 for paver repairs. The cleaners came without proper equipment, so ended up borrowing our cleaning equipment. And, they damaged our window screen frames. Maybe this sounds petty? Based on the response below, it must have seemed that way to NuFlow.
When submitting our invoice for the paver repairs, we mentioned the issues with the cleaners and let them know about the screens ($60 replacement). Our contact at NuFlow let us know "It seems that nothing we do at that property is up to snuff." and "We are hearing different things from different parties so we are trying to get everything straight." (direct quote).
Since then, communication has broken down completely. Despite multiple emails, texts, and calls over the course of more than 6 weeks since our last contact, we have received no follow-up or reimbursement for paver repairs.
At this point, it's not about the dollar amount. It's about accountability and follow-through. For a company that markets itself as a high-end provider, the lack of responsiveness after the job was completed is disappointing.
If you're considering NuFlow, I would strongly encourage you to evaluate not just the sales process, but how they handle issues after the work is done. And always question when someone says you won't know they were even there, they will put it back exactly like it was...