Original Problem – Faucet in upstairs bathroom dripping water even with water supply line valves turned off. June 20, 2014 – Polestar came out to repair faucet, said it was a faulty faucet and removed the faucet. After detaching the faucet they failed to cap off the water supply line which caused an enormous amount of water damage. Polestar was scheduled to put new faucet in on June 26. The night before Polestar was to come out, June 25, is when we discovered water dripping down the main floor wall. The next morning, June 26, Polestar called to reschedule. I informed them of the leak, expressed my concern and need for them to find and repair this leak; they still chose to wait until the next day. The next morning, June 27, we woke up to water everywhere. When removing items from under bathroom sink, we discovered where the leak was coming from. The water supply line that Polestar failed to cap after detaching the faucet on June 20th was leaking water. Polestar plumbers arrived, acknowledged their mistake. Polestar field supervisor came out to assess the damages. He acknowledged their liability and stated the repairs needed as follows: wood floors to be refinished; ceiling scraped, repaired and painted; water damaged wall repaired; laundry room linoleum flooring repaired or replaced. July 8, Polestar sent a crew out to repair damage to ceilings. Kiltz and paint was used to cover water spots. After ceiling dried water damage was still visible. Same crew came back out Aug. 25 and painted over the visible water stains; the paint used was a different shade of white than previously used. After several phone calls to Polestar about the outstanding repairs and inadequate ceiling repairs, Polestar field supervisor was sent back out. The field supervisor along with a co-worker came out and again acknowledge their liability and stated the repairs to be executed. He also voiced his concerns about the repairs that have not been addressed. I mentioned the substandard job that was done when their plumber reinstalled the faucet, he took a look at it and discovered there was still an issue with the water supply line; he shut the water supply valves off and advised me not to use it until they could send someone out. After 4 months of asking to speak/visit with the owner, Mark Snell, I finally am given the option to meet with him, in which I did. After meeting with Mark I realized they have no intentions of following up on the repairs promised. I followed up by sending a certified letter to Mark Snell (Polestar owner) with itemized and detailed outstanding repairs needed due to water damage caused by Polestar. He was given a deadline to follow up, deadline was extended at his request and he did NOT follow up. We have used Polestar for 15+ years. During the past 15+ years, Polestar has replaced our A/C Unit (twice in less than 5 years), faucets, garbage disposal, water heater, toilets and more. It saddens me that I have to post this but I do not want anyone else to go through this.
This complaint and/or review was posted on HolySmoke.org on 05:02 am, December 18, 2018 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/polestar-plumbing-heating-air-conditioning-review/.
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