Ductless system and other unit in attic
We phoned Robert and left a message for him to provide us with a quote. He quickly came to our house and gave us an estimate in writing. This estimate was within our budget and seemed like a reasonable price. We went with Northstar because we assumed he was experienced in older homes (our is 80 years + old). The crew showed up within a reasonable timeframe. We were never given any written material from Northstar, no warranty materials and continually called to have them sent to us. We were promised that they were "in the mail" many times over. To date (one year later), we still do not have anything in our possession. There was also a very integral piece of equipment missing to our attic unit. It was the drip tray for condensation. We called and told Robert that this was missing. He said he would have it installed. We still do not have a drip tray and have used a Rubbermaid container. In the meantime we experienced a ceiling caving in completely in our bedroom due to water buildup in attic in the insulation. Plaster was all over our bedroom. Robert arranged for someone to come and completely replace our ceiling, but to this day, the gentelman has not been able to reach Robert for payment!...Robert ensured us that he would take care of this...We have left messages as recently as a month ago to let Robert know that we are very unhappy with this whole process. We would not recommend using Northstar to anyone - very, very poor customer service and no follow up.
- Company Response
It's nice that someone can sit at there computer and write what ever they like about a person or company. With out having to prove what they are writing is in fact true. The quote you say that was left with you so fast was october of 2005. the contract that you signed was may of 2006.If Robert was fast, you were not. As far as experienced you called other people who have had the same type of home and work done as you. When you say the crew showed up in a reasonable timeframe, the work was to start on Monday May 14th 2006 and the work stared on Monday May 14th 2006. When you say you were never given any paper work, frist in your opening statment you say Robert left you a writen quote, and you had a faxed copy of the contract sent to Norma. Steve signed the contract before work started.The warranty is Five (5) years all parts on your attick system from goodman. And five (5) years parts and labour on your ductless A/C from Bora-Air inc. When you say you continually called, you were asked did you sign the contract and you said yes and that it was left on the counter these are your words to use when you called in. Now if missed placed the contract then this is of no fault of ours. If your saying that there is no drainpan in the unit then you should take this up with the manufacter. What you are taking about is the secondary drain pan. It has nothing to do with the equpment that was installed in your home. And yes your ceiling did come down. And when you phoned Northstar to see about it Robert was there that day. And agreed to have a new one installed. Nothing to do about your old 80 year old cealing. Just ok the company will replace it at no cost too you. Now what we do with our contractors is our bussiness and not yours. You have not called this office in the year 2007 at all. As a matter of fact when you wrote the B.B.B.in 2006 and we responed you never came back to the B.B.B. at all. You left out the part about the B.B.B. where you told them the job took to long. And that reason that it took longer then it was going to. Was because the installer died in your home of a heart attck. In that hot Attic. After Robert said no to the job but went ahead anyway. And at what cost. The cost of his father the installer. Now lets be honsest here you even complaned about the mark that cornner left on your wall, carring the body out of your home. If you think that the job was not done right or some injust has been done here. So get your story straight. Because the one you put on this web site is not the same one you told the B.B.B. . And as far as poor coustmer service, everytime you phoned, someone was at your home that day. Not the next day not the next week. That day! And all through your statments never do you say the workmen ship is poor. That's because you can't because it was good work. So think what it is you are really trying to say and get it right.