We have worked with NorthStar Heating and Fireplaces LTD to do the heating to our then-in-construction house in 2015. It was a big mistake. Although they claim that are professional, the first inspection failed three times delaying the construction time as well. When I called them to come to install HRV I was told that the appointment takes 10 days. After waiting the specified time I called again to confirm they will come next day and I was told in a rude manner by Stephanie that there is nobody available to come. All the talks over the phone with Stephanie or Debra resulted in promising things that didn’t really happen or a very rude attitude on their end. Scheduling was difficult, with consistent delay, and with little assurance that it will happen when promised. Although I was never late with my payments, when they sent me the last bill they told me that I must pay in the same day. There was still some remaining work to be completed. I tried to talk to Gerry (the owner of the company) about the issue and he told me that if I don’t pay in the same day he will put a lien on my house. Of course I paid as requested. Overall it was a terrible experience and I regretted deeply that I chose them for my house heating system. The only reasonable person and nice to interact with from this company was Steward who tried his best to help us, although his responsibilities and authority were within well defined limits.
- Approximate cost of services:
- $15,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Home completed: September 2015
Im sorry to hear that you find we did a poor job responding to your to your requests for work, unfortunately sometimes during construction we cannot accurately schedule due to demands for jobs in progress, in your homes case we had to add an HRV system, which means we could only get someone there when they were done there previously booked jobs, if there were delays in this home this was out of the hands of the office, we do apologize however if anyone at the company seemed rude as that was never anyone's intention. With regards to billing, as you were a one time customer all invoices were due upon receipt, you had no credit with us or any past job history so these were the payment terms, if no payment is made within 7 days a lien is placed. Are you having any issues with your heating system as we have not heard from you? We do apologize if you find your experience with us to be a horrible one, we do have an excellent reputation for being on time and having excellent service both from our office and the field workers.