AVOID North Star MechanicalNever use them!! I scheduled service with them for AC problemFor weeks, they keep cancel and re-schedule us every day! after weeks, my AC still not fix yetI called the company and spoke to the Manager MrC [redacted] who is yelling at me on the phone and basically tell me that he is busy enough and there is nothing he can do! if they says it's been cancelled and re-scheduled, it is, deal with it! so, for the past weeks, my life is no AC in the summer and waiting them to call me every day and tell me my schedule is cancelled…
North Star Mechanical was designated as the service provider by our home warranty company, [redacted] , to investigate problems with our air conditioning system This company has the worst customer service practices I have ever experienced I waited on hold for more than minutes each of the six times that I called between Monday and Friday the week our claim was assigned, with the final phone call on Friday leaving me on hold for more than one hourNorth Star Mechanical's technician ignored my requests to call me (as homeowner) to discuss the service provided He came to our house, did not appear to complete what we had specifically requested the dispatcher to relay, and left without discussing the service with me I called North Star Mechanical four times requesting a phone call back from the technician, and when he did finally call me back, he called during the short timeframe that I specifically indicated I would be unavailable to speak on the phone and called from a restricted number so I had no way of calling him back After waiting on hold for an additional hour, I was promised that the technician would call me within minutes He did call me but then dropped the call before I was able to discuss my problem, and he did not call me back Given the fact that the number was restricted, I was also unable to return his callOur request for service remains unresolved despite having paid a $co-pay for the service I have lost three hours of work week waiting for a live voice for an issue that remains unresolved This company should not be allowed to continue doing business with these poor business practices I wanted to leave feedback with the Revdex.com in an attempt to save others from experiencing what our family has experienced over the past week
We have sent her claim to another vendor as a second opinion for a second set of eyesIf that company states that she does need a new unit they will then submit that report into her warranty company First AmericanOnce First American makes a decision on what they want to do they will let either North Star Mechanical or the other company know what to doWe have submitted every report to First American on the times that we did go to her homeWhen you have a warranty company they will only replace what is failing at the time [redacted] ***
Complaint: ***
I am rejecting this response because North Star is placing the blame on the warranty company: "When you have a warranty company they will only replace what is failing at the time."
The warranty company is contracting North Star to correctly diagnose the problem and fix itYes, the warranty company will only replace what is failing, so it is depending on the technicians to honestly report their findingsNorth Star's technicians have stated to me that the unit is not repairable, however, when they call in to report to the office, there is something said to them over the phone that makes them change their opinion and write something different on the reportNorth Star's office/supervisor/manager is advising the technicians to continue recommending parts to be replaced instead of letting the warranty company know that the unit itself needs replacementNorth Star Mechanical is dishonest in its reporting and is making its technicians lie on the reportsNorth Star's lack of integrity is appalling, and telling experienced skilled technicians to lie about their diagnoses is disgustingI am very glad to have a second opinion from a different company all together
Regards,
*** ***
North Star Mechanical was sent out as a response to a service request through First American Home Warranty on May 14, The technician came out on May and inspected the Central Air SystemHe determined that the Air Handler in the attic had failedHe was able to submit his report on Monday, May We were notified on Thursday, May that the repair parts were on board and the Technician was scheduled to come out on Tuesday, May due to the Holiday on Monday, May During the conversation with North Star on May 21, we discussed the non covered costs when the subject of a Building Permit came upNorth Star assured us that they would have the Permit when they come out on the 26thThe Technicians (different ones) came out on the 26th and when we asked about the permit, they had no idea what we were talking aboutWe called the City to see if the permit had been issuedThe City reported that no permit had been requestedWe told the Technician to leave and come back with the permitNorth Star called and said that the permit had been applied for, but with the rains, the City Hall was flooded and they could not get there to pick up the permitWe called City Hall again and were told that this was a blatant lie and that the rains had not affected business at city hallWhen we called North Star back, they said that they sent several permit requests to the city, but ours must have been lost in the faxOnce again they swore that they had already sent in the request last week and it was the City that had not processed itWe verified with the City that work could not be done without the Permit being issuedNorth Star sent the Technician back out againWhen he arrived the second time, he still did not have a Permit to start the workWe had been without Air Conditioning for days and I told the Technician that there was $in uncovered charges.and I would be willing to let them go ahead and get the work done and I would give them $today and as soon as I saw the permit, I would give them the remaining $We always see stories on TV that you should never pay in full before the work is completed so I was following that guidelineThe City and First American both told us that the contractor could not legally start the work without the permit in handThis was just the last of days of lies and deceit from this Contractor and I had no reason to trust them to get the work done and pass the inspectionObviously they just wanted their money and were not real excited about waiting until the work was inspectedEvery person we talked to at the North Star office lied to us and told us conflicting informationI cancelled the service contract with North Star and requested a different contractor and to start over at step one and suffer for another week with no air conditioningNorth Star is VERY untrustworthy and I will NEVER recommend them to any neighborsIf fact I have instructed First American to put a note in my file that they are to NEVER send North Star to my home in the futureThey have no business conducting business in Texas or anywhere in the USI hope Revdex.com issues a warning to future customers about this unscrupulous company
I don't understand why these people are still in business I scheduled an appt through my home warranty company A 9am-5pm window as scheduledSo my husband waited half of it and I didn't the other half Then they never showed because I didn't answer my phone (Note I have children an sometime getting to your mobile phone is not easy) I spent minutes on hold to speak with a person She said if we don't answer the call it will cancel my appointment Why schedule an appointment and make us wait all day for? Rescheduled for the next day All the guy did was clear out the ac line which I didn't know exploded all over my bathroom to the ceiling, floor, sink, toilet Paid $lost days of work
Following week act goes out Made another warranty appointment They gave me another 9-5pm window for appointment Technician came told me what I already knew (blower motor is out)Another day lost from work because I needed to wait because of my hour window Next day Another 9-5pm windowI called at 2pm to as What time technician was arriving It took minutes to talk to a human It took my husband another minutes just to get hung up on She stated he was on his way to our home ( I got my hopes up) 5:05pm lady from office calls telling me my technician that was on his way does not have our parts I am upset by this point because that is another day of no work and waiting for ac company to show up So frustrated What made me tick off was the lady said she understand She doesn't understand Some people have to make a living and days waiting for an acre service is too much I would never recommend this company or the home warranty first American to anyone
Let's start with horrible customer serviceThey will only come out when it is convenient for the companyI took a total of five days off work because they said they would be at my houseof those days no one showed up, never received a phone call, and no one ever called me back when I left messagesWhen I finally got hold of someone because I still had no heat after the technician said the problem was fixed (heat for about minutes, then it shuts down), I was told I would be put on the scheduleTried to explain that I should be a priority due to this was the fifth reschedule she argued that I only had one reschedule
As for work done, not doneI still don't have heatIt has gone below freezing a couple times during this process and I had to get some space heatersMy home warranty First American sent them and First American also will not help me resolve thisI guess they will be my next review
We have been dealing with First American home warranty, who uses North Star Mechanical as their preferred provider for home repairs through First AmericanOur air conditioning system went out on Thursday July 21, We called it in the next morningAs soon as we got a work order, following procedure, it was assigned to North Star Mechanical, supposedly a local company to respond to the issueIt has been in the triple digit temperatures here for most of the month of July We called North Star and were told they would respond on MondayThree days 100+ everydayMonday morning we had my dad stay at our houseHe called to confirm the time they would be thereHe was told between and and that the technician would call minutes beforehand No one ever called or showed upThe company was once again calledAfter being on the phone for hours in which we were dropped, disconnected, and at the moment when we were to be connected, the system at North Star, stated that the system was no longer accepting calls at 3:pmWe did finally get to talk with a live person at about 4pm, and were told someone would show up within an hourWe got a similar story at 6:pmIt is now 9:pm, and it is in our house, and North Star mechanical never showed up and never called
THE FIRST SERVICE CALL THAT NORTH STAR MECHANICAL WENT OUT TO THE TECHNICIAN FOUND THE COMPRESSOR WAS OVER HEATING, NOT YET DETERMINED THAT THE ACTUAL COMPRESSOR WAS BAD. NORTH STAR MECHANCIAL SENT A SENIOR TECH TO THE HOME TO DETERMINE THE ACTUAL FAILURE AND FOUND AT
THAT TIME THAT THE COMPRESSOR WAS IN FACT FAILING. THE CLAIM WAS SENT TO THE EQUIPMENT DEPARTMENT TO ORDER THE COMPRESSOR. WE THEN RECEIVED A CANCELATION BY THE CUSTOMERS WARRANTY COMPANY. THIS ISSUE SEEMS TO BE WITH THEIR WARRANTY COMPANY, NOT NORTH STAR MECHANICAL
Through my home warrenty they were assigned to me I had a appt. for today they changed it to tomorrow without my consent then I spent 2 hours on hold trying to reach them to cancel They never answered the phone
I am with a warranty company and they sent out North Star Mechanical and they advised I needed a new compressor and e-vap coils. This work is covered under my home warranty, however North Star Mechanical is trying to charge me out of pocket expenses up to $2600.00 dollars to bring my air conditioner up to code. I do not have to change any codes because they are only changing the compressor and e-vap coils. I have confirmed with our city inspector that I don't need to change anything since it is just the compressor and e-vap coils. I contacted North Star and they said they were going by State codes not city codes. I have also placed a call to the State to find out what the State codes are if any. Also I was told the Service Manager would call me back and they never did. Shock Shock!!!!!! They also wanted to charge me 198.00 for a city permit and if they needed a permit it would be $30.00. I talked to the State and they were aware of this company and they agree with the City nothing has to be brought up to code. The state even told me that in Chapter 12 it states you don't have to.
AVOID North Star Mechanical. Never use them!!
I scheduled service with them for AC problem. For 3 weeks, they keep cancel and re-schedule us every day! after 3 weeks, my AC still not fix yet. I called the company and spoke to the Manager Mr. C[redacted] who is yelling at me on the phone and basically tell me that he is busy enough and there is nothing he can do! if they says it's been cancelled and re-scheduled, it is, deal with it! so, for the past 3 weeks, my life is no AC in the summer and waiting them to call me every day and tell me my schedule is cancelled…
WE DO APOLOGIZE FOR ANY INCONVENIENCE TO THIS HOME OWNER. WE HAD OUR DISPATCH SYSTEM CRASH AND LOST SEVERAL DAYS OF OUR HISTORY. OUR TECHNICIANS INVOICE #[redacted]-DATED 7/14/2014-DOES SHOW THAT HE CHEMICALLY TREATED 3 PRIMARY DRAIN LINES FOR 3 HVAC SYSTEMS. THE HOME OWNER PAID...
$500.00 FOR THE CLEANINGS AND $60.00 FOR THE SERVICE FEE BY CREDIT CARD. WE WOULD BE HAPPY TO EMAIL THE INVOICE TO THE HOME OWNER.
Terrible - do not trust or use this company! In July, 2016, North Star Mechanical was assigned by my home warranty company to look at my air conditioner, which was blowing air but not cooling. It took over 7 days for them to finally show up, after rescheduling or not showing up. Was told the unit needed a new condenser and I would be called to schedule the installation shortly. No communication for 5 days, called North Star. After waiting exactly an hour in their call queue, I was disconnected with a message giving their office hours (which I was still well within when disconnected). Over the next 5 weeks, I continued to call for a status update and spent a minimum of 35 minutes (but normally at least 45 minutes) each time in the call queue before being told there was a "communication problem" with my home warranty company and that they were working to resolve it. At least three times, I was disconnected after being in the queue for an hour - seems there might be an automatic disconnect at the 60 minute mark. I also called my home warranty company, who tried several times to contact them while I waited on the line but they were unsuccessful, too. After 5 weeks, I was told the part was sitting in Garland, Texas, but needed to be shipped to my town and they would need approval, which would take at least another week. They never told me but had the warranty company pass along during one of my calls that North Star said there were "non-covered" costs that ranged from $429 to $700+ dollars, depending on if I had "optional" work done). At no time did North Star ever call me back during these 5 weeks. At this point, I had lost all confidence in North Star and had the home warranty company assign my work order to a different contractor company. The new contractor showed up within 4 days and told me the compressor was fine - they added a little refrigerant and cleaned the unit. The A/C works great and I have since discovered this is a pattern for North Star - no communication, misdiagnosed problems and wanting to add "non-covered charges" that are usually several hundred dollars to the work order. I have absolutely no confidence in this company and strongly recommend using anyone else. And just to be fair, I have had a home warranty for over fifteen years and this is the first time I have had this much trouble with a contractor.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is...
satisfactory to me. They did come back to my home and the technician replaced a capacitor and my AC is now working. I was without AC for a month and a half due to a capacitor! Why they couldn't figure this out a month and a half ago, I'll never know.
Regards,
[redacted]
North Star Mechanical was designated as the service provider by our home warranty company, [redacted], to investigate problems with our air conditioning system. This company has the worst customer service practices I have ever experienced. I waited on hold for more than 20 minutes each of the six times that I called between Monday and Friday the week our claim was assigned, with the final phone call on Friday leaving me on hold for more than one hour.
North Star Mechanical's technician ignored my requests to call me (as homeowner) to discuss the service provided. He came to our house, did not appear to complete what we had specifically requested the dispatcher to relay, and left without discussing the service with me. I called North Star Mechanical four times requesting a phone call back from the technician, and when he did finally call me back, he called during the short timeframe that I specifically indicated I would be unavailable to speak on the phone and called from a restricted number so I had no way of calling him back. After waiting on hold for an additional hour, I was promised that the technician would call me within 30 minutes. He did call me but then dropped the call before I was able to discuss my problem, and he did not call me back. Given the fact that the number was restricted, I was also unable to return his call.
Our request for service remains unresolved despite having paid a $60 co-pay for the service. I have lost three hours of work week waiting for a live voice for an issue that remains unresolved. This company should not be allowed to continue doing business with these poor business practices. I wanted to leave feedback with the Revdex.com in an attempt to save others from experiencing what our family has experienced over the past week.
We have sent her claim to another vendor as a second opinion for a second set of eyes. If that company states that she does need a new unit they will then submit that report into her warranty company First American. Once First American makes a decision on what they want to do they will let either...
North Star Mechanical or the other company know what to do. We have submitted every report to First American on the times that we did go to her home. When you have a warranty company they will only replace what is failing at the time.
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are lying and did not send a senior technician out. They instead sent another clueless tech out to further delay fixing anything. The warranty has already handled their end of the deal but the 65 dollars that North Star took from my hard earned money has still not been refunded to me. First American should not have to pay me back but North Star since they are technically the one's providing service and took the actual funds out of my account. They never called about the parts ordered and no one even contacted me to tell me anything at all. This can not stay like this and its sad how they lie so freely. What type of company runs this way?! I want my money back immediately!
Regards,
[redacted]
AVOID North Star MechanicalNever use them!! I scheduled service with them for AC problemFor weeks, they keep cancel and re-schedule us every day! after weeks, my AC still not fix yetI called the company and spoke to the Manager MrC [redacted] who is yelling at me on the phone and basically tell me that he is busy enough and there is nothing he can do! if they says it's been cancelled and re-scheduled, it is, deal with it! so, for the past weeks, my life is no AC in the summer and waiting them to call me every day and tell me my schedule is cancelled…
North Star Mechanical was designated as the service provider by our home warranty company, [redacted] , to investigate problems with our air conditioning system This company has the worst customer service practices I have ever experienced I waited on hold for more than minutes each of the six times that I called between Monday and Friday the week our claim was assigned, with the final phone call on Friday leaving me on hold for more than one hourNorth Star Mechanical's technician ignored my requests to call me (as homeowner) to discuss the service provided He came to our house, did not appear to complete what we had specifically requested the dispatcher to relay, and left without discussing the service with me I called North Star Mechanical four times requesting a phone call back from the technician, and when he did finally call me back, he called during the short timeframe that I specifically indicated I would be unavailable to speak on the phone and called from a restricted number so I had no way of calling him back After waiting on hold for an additional hour, I was promised that the technician would call me within minutes He did call me but then dropped the call before I was able to discuss my problem, and he did not call me back Given the fact that the number was restricted, I was also unable to return his callOur request for service remains unresolved despite having paid a $co-pay for the service I have lost three hours of work week waiting for a live voice for an issue that remains unresolved This company should not be allowed to continue doing business with these poor business practices I wanted to leave feedback with the Revdex.com in an attempt to save others from experiencing what our family has experienced over the past week
We have sent her claim to another vendor as a second opinion for a second set of eyesIf that company states that she does need a new unit they will then submit that report into her warranty company First AmericanOnce First American makes a decision on what they want to do they will let either North Star Mechanical or the other company know what to doWe have submitted every report to First American on the times that we did go to her homeWhen you have a warranty company they will only replace what is failing at the time [redacted] ***
Complaint: ***
I am rejecting this response because North Star is placing the blame on the warranty company: "When you have a warranty company they will only replace what is failing at the time."
The warranty company is contracting North Star to correctly diagnose the problem and fix itYes, the warranty company will only replace what is failing, so it is depending on the technicians to honestly report their findingsNorth Star's technicians have stated to me that the unit is not repairable, however, when they call in to report to the office, there is something said to them over the phone that makes them change their opinion and write something different on the reportNorth Star's office/supervisor/manager is advising the technicians to continue recommending parts to be replaced instead of letting the warranty company know that the unit itself needs replacementNorth Star Mechanical is dishonest in its reporting and is making its technicians lie on the reportsNorth Star's lack of integrity is appalling, and telling experienced skilled technicians to lie about their diagnoses is disgustingI am very glad to have a second opinion from a different company all together
Regards,
*** ***
North Star Mechanical was sent out as a response to a service request through First American Home Warranty on May 14, The technician came out on May and inspected the Central Air SystemHe determined that the Air Handler in the attic had failedHe was able to submit his report on Monday, May We were notified on Thursday, May that the repair parts were on board and the Technician was scheduled to come out on Tuesday, May due to the Holiday on Monday, May During the conversation with North Star on May 21, we discussed the non covered costs when the subject of a Building Permit came upNorth Star assured us that they would have the Permit when they come out on the 26thThe Technicians (different ones) came out on the 26th and when we asked about the permit, they had no idea what we were talking aboutWe called the City to see if the permit had been issuedThe City reported that no permit had been requestedWe told the Technician to leave and come back with the permitNorth Star called and said that the permit had been applied for, but with the rains, the City Hall was flooded and they could not get there to pick up the permitWe called City Hall again and were told that this was a blatant lie and that the rains had not affected business at city hallWhen we called North Star back, they said that they sent several permit requests to the city, but ours must have been lost in the faxOnce again they swore that they had already sent in the request last week and it was the City that had not processed itWe verified with the City that work could not be done without the Permit being issuedNorth Star sent the Technician back out againWhen he arrived the second time, he still did not have a Permit to start the workWe had been without Air Conditioning for days and I told the Technician that there was $in uncovered charges.and I would be willing to let them go ahead and get the work done and I would give them $today and as soon as I saw the permit, I would give them the remaining $We always see stories on TV that you should never pay in full before the work is completed so I was following that guidelineThe City and First American both told us that the contractor could not legally start the work without the permit in handThis was just the last of days of lies and deceit from this Contractor and I had no reason to trust them to get the work done and pass the inspectionObviously they just wanted their money and were not real excited about waiting until the work was inspectedEvery person we talked to at the North Star office lied to us and told us conflicting informationI cancelled the service contract with North Star and requested a different contractor and to start over at step one and suffer for another week with no air conditioningNorth Star is VERY untrustworthy and I will NEVER recommend them to any neighborsIf fact I have instructed First American to put a note in my file that they are to NEVER send North Star to my home in the futureThey have no business conducting business in Texas or anywhere in the USI hope Revdex.com issues a warning to future customers about this unscrupulous company
I don't understand why these people are still in business I scheduled an appt through my home warranty company A 9am-5pm window as scheduledSo my husband waited half of it and I didn't the other half Then they never showed because I didn't answer my phone (Note I have children an sometime getting to your mobile phone is not easy) I spent minutes on hold to speak with a person She said if we don't answer the call it will cancel my appointment Why schedule an appointment and make us wait all day for? Rescheduled for the next day All the guy did was clear out the ac line which I didn't know exploded all over my bathroom to the ceiling, floor, sink, toilet Paid $lost days of work
Following week act goes out Made another warranty appointment They gave me another 9-5pm window for appointment Technician came told me what I already knew (blower motor is out)Another day lost from work because I needed to wait because of my hour window Next day Another 9-5pm windowI called at 2pm to as What time technician was arriving It took minutes to talk to a human It took my husband another minutes just to get hung up on She stated he was on his way to our home ( I got my hopes up) 5:05pm lady from office calls telling me my technician that was on his way does not have our parts I am upset by this point because that is another day of no work and waiting for ac company to show up So frustrated What made me tick off was the lady said she understand She doesn't understand Some people have to make a living and days waiting for an acre service is too much I would never recommend this company or the home warranty first American to anyone
Let's start with horrible customer serviceThey will only come out when it is convenient for the companyI took a total of five days off work because they said they would be at my houseof those days no one showed up, never received a phone call, and no one ever called me back when I left messagesWhen I finally got hold of someone because I still had no heat after the technician said the problem was fixed (heat for about minutes, then it shuts down), I was told I would be put on the scheduleTried to explain that I should be a priority due to this was the fifth reschedule she argued that I only had one reschedule
As for work done, not doneI still don't have heatIt has gone below freezing a couple times during this process and I had to get some space heatersMy home warranty First American sent them and First American also will not help me resolve thisI guess they will be my next review
We have been dealing with First American home warranty, who uses North Star Mechanical as their preferred provider for home repairs through First AmericanOur air conditioning system went out on Thursday July 21, We called it in the next morningAs soon as we got a work order, following procedure, it was assigned to North Star Mechanical, supposedly a local company to respond to the issueIt has been in the triple digit temperatures here for most of the month of July We called North Star and were told they would respond on MondayThree days 100+ everydayMonday morning we had my dad stay at our houseHe called to confirm the time they would be thereHe was told between and and that the technician would call minutes beforehand No one ever called or showed upThe company was once again calledAfter being on the phone for hours in which we were dropped, disconnected, and at the moment when we were to be connected, the system at North Star, stated that the system was no longer accepting calls at 3:pmWe did finally get to talk with a live person at about 4pm, and were told someone would show up within an hourWe got a similar story at 6:pmIt is now 9:pm, and it is in our house, and North Star mechanical never showed up and never called
THE FIRST SERVICE CALL THAT NORTH STAR MECHANICAL WENT OUT TO THE TECHNICIAN FOUND THE COMPRESSOR WAS OVER HEATING, NOT YET DETERMINED THAT THE ACTUAL COMPRESSOR WAS BAD. NORTH STAR MECHANCIAL SENT A SENIOR TECH TO THE HOME TO DETERMINE THE ACTUAL FAILURE AND FOUND AT
THAT TIME THAT THE COMPRESSOR WAS IN FACT FAILING. THE CLAIM WAS SENT TO THE EQUIPMENT DEPARTMENT TO ORDER THE COMPRESSOR. WE THEN RECEIVED A CANCELATION BY THE CUSTOMERS WARRANTY COMPANY. THIS ISSUE SEEMS TO BE WITH THEIR WARRANTY COMPANY, NOT NORTH STAR MECHANICAL
Through my home warrenty they were assigned to me I had a appt. for today they changed it to tomorrow without my consent then I spent 2 hours on hold trying to reach them to cancel They never answered the phone
I am with a warranty company and they sent out North Star Mechanical and they advised I needed a new compressor and e-vap coils. This work is covered under my home warranty, however North Star Mechanical is trying to charge me out of pocket expenses up to $2600.00 dollars to bring my air conditioner up to code. I do not have to change any codes because they are only changing the compressor and e-vap coils. I have confirmed with our city inspector that I don't need to change anything since it is just the compressor and e-vap coils. I contacted North Star and they said they were going by State codes not city codes. I have also placed a call to the State to find out what the State codes are if any. Also I was told the Service Manager would call me back and they never did. Shock Shock!!!!!! They also wanted to charge me 198.00 for a city permit and if they needed a permit it would be $30.00. I talked to the State and they were aware of this company and they agree with the City nothing has to be brought up to code. The state even told me that in Chapter 12 it states you don't have to.
AVOID North Star Mechanical. Never use them!!
I scheduled service with them for AC problem. For 3 weeks, they keep cancel and re-schedule us every day! after 3 weeks, my AC still not fix yet. I called the company and spoke to the Manager Mr. C[redacted] who is yelling at me on the phone and basically tell me that he is busy enough and there is nothing he can do! if they says it's been cancelled and re-scheduled, it is, deal with it! so, for the past 3 weeks, my life is no AC in the summer and waiting them to call me every day and tell me my schedule is cancelled…
WE DO APOLOGIZE FOR ANY INCONVENIENCE TO THIS HOME OWNER. WE HAD OUR DISPATCH SYSTEM CRASH AND LOST SEVERAL DAYS OF OUR HISTORY. OUR TECHNICIANS INVOICE #[redacted]-DATED 7/14/2014-DOES SHOW THAT HE CHEMICALLY TREATED 3 PRIMARY DRAIN LINES FOR 3 HVAC SYSTEMS. THE HOME OWNER PAID...
$500.00 FOR THE CLEANINGS AND $60.00 FOR THE SERVICE FEE BY CREDIT CARD. WE WOULD BE HAPPY TO EMAIL THE INVOICE TO THE HOME OWNER.
Terrible - do not trust or use this company! In July, 2016, North Star Mechanical was assigned by my home warranty company to look at my air conditioner, which was blowing air but not cooling. It took over 7 days for them to finally show up, after rescheduling or not showing up. Was told the unit needed a new condenser and I would be called to schedule the installation shortly. No communication for 5 days, called North Star. After waiting exactly an hour in their call queue, I was disconnected with a message giving their office hours (which I was still well within when disconnected). Over the next 5 weeks, I continued to call for a status update and spent a minimum of 35 minutes (but normally at least 45 minutes) each time in the call queue before being told there was a "communication problem" with my home warranty company and that they were working to resolve it. At least three times, I was disconnected after being in the queue for an hour - seems there might be an automatic disconnect at the 60 minute mark. I also called my home warranty company, who tried several times to contact them while I waited on the line but they were unsuccessful, too. After 5 weeks, I was told the part was sitting in Garland, Texas, but needed to be shipped to my town and they would need approval, which would take at least another week. They never told me but had the warranty company pass along during one of my calls that North Star said there were "non-covered" costs that ranged from $429 to $700+ dollars, depending on if I had "optional" work done). At no time did North Star ever call me back during these 5 weeks. At this point, I had lost all confidence in North Star and had the home warranty company assign my work order to a different contractor company. The new contractor showed up within 4 days and told me the compressor was fine - they added a little refrigerant and cleaned the unit. The A/C works great and I have since discovered this is a pattern for North Star - no communication, misdiagnosed problems and wanting to add "non-covered charges" that are usually several hundred dollars to the work order. I have absolutely no confidence in this company and strongly recommend using anyone else. And just to be fair, I have had a home warranty for over fifteen years and this is the first time I have had this much trouble with a contractor.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is...
satisfactory to me. They did come back to my home and the technician replaced a capacitor and my AC is now working. I was without AC for a month and a half due to a capacitor! Why they couldn't figure this out a month and a half ago, I'll never know.
Regards,
[redacted]
North Star Mechanical was designated as the service provider by our home warranty company, [redacted], to investigate problems with our air conditioning system. This company has the worst customer service practices I have ever experienced. I waited on hold for more than 20 minutes each of the six times that I called between Monday and Friday the week our claim was assigned, with the final phone call on Friday leaving me on hold for more than one hour.
North Star Mechanical's technician ignored my requests to call me (as homeowner) to discuss the service provided. He came to our house, did not appear to complete what we had specifically requested the dispatcher to relay, and left without discussing the service with me. I called North Star Mechanical four times requesting a phone call back from the technician, and when he did finally call me back, he called during the short timeframe that I specifically indicated I would be unavailable to speak on the phone and called from a restricted number so I had no way of calling him back. After waiting on hold for an additional hour, I was promised that the technician would call me within 30 minutes. He did call me but then dropped the call before I was able to discuss my problem, and he did not call me back. Given the fact that the number was restricted, I was also unable to return his call.
Our request for service remains unresolved despite having paid a $60 co-pay for the service. I have lost three hours of work week waiting for a live voice for an issue that remains unresolved. This company should not be allowed to continue doing business with these poor business practices. I wanted to leave feedback with the Revdex.com in an attempt to save others from experiencing what our family has experienced over the past week.
We have sent her claim to another vendor as a second opinion for a second set of eyes. If that company states that she does need a new unit they will then submit that report into her warranty company First American. Once First American makes a decision on what they want to do they will let either...
North Star Mechanical or the other company know what to do. We have submitted every report to First American on the times that we did go to her home. When you have a warranty company they will only replace what is failing at the time.
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are lying and did not send a senior technician out. They instead sent another clueless tech out to further delay fixing anything. The warranty has already handled their end of the deal but the 65 dollars that North Star took from my hard earned money has still not been refunded to me. First American should not have to pay me back but North Star since they are technically the one's providing service and took the actual funds out of my account. They never called about the parts ordered and no one even contacted me to tell me anything at all. This can not stay like this and its sad how they lie so freely. What type of company runs this way?! I want my money back immediately!
Regards,
[redacted]