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Business Profile

Roofing Contractors

Polar Bear Exterior Solutions

Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Type
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    7-26-22 over a year ago we had ****** a sales rep from this company come out and give us a bid. We were doing a complete makeover of the exterior of our house. Here it is over a year now and the scope of work is subpar from professional. The salesman does a great job at earning your trust and promises to provide a superior service since the workers are all employed by the company and not subcontractors. The whole job started out wrong with the date of the project being pushed back almost a month. Then with no communication a truck shows up to house to deliver supplies, I asked for them to specifically call me a day ahead of time so that I could naive my travel trailer to storage and they could use the easement in the front of the house for materials and the dumpster. I had to leave work during a meeting to come home an accommodate for there miscommunication. It didnt stop there another truck showed up and drops dumpster in my driveway without authorization. Now the front of my house is blocked as well as my driveway now so I have to park my vehicles on the street. I live on a block that only has parking on one side and is prone to hit and runs due to it being a main roadway to the neighborhood. They apologize for the inconvenience and said they would work fast to fill up the dumpster so it could be hauled away and placed in the the designated spot next time. They sent a crew of two guys to work instead of a crew of 6 as was stated. It took them a month to remove the siding and gutters off a **** sq ft rambler. **** the general contractor was very commutative when it came to find issues which I pointed out in the beginning that there was some concerns that needed to be addressed. After the job was completed my porch railing was lose my front screen door is not level. Theres caulking issues around my eve. Some of the ****** boards are warped. I asked about all this and the response was its normal but Ill show you pics of others with the same issue. They promised to take care after I sign the final form but have yet to come and repair there work.

    Business response

    09/15/2023

    *****,

    Our apologies about the issues and communication getting the project started. Sometimes we run into issues with suppliers and their schedule, as well unforeseen issues on other jobs that throw a wrench in the availability of our crews. 

    I will be reviewing your project with my install manager and we will be in touch in the next few days.

    Thanks,

    ****

    Business response

    09/15/2023

    *****,

    Our apologies about the issues and communication getting the project started. Sometimes we run into issues with suppliers and their schedule, as well unforeseen issues on other jobs that throw a wrench in the availability of our crews. 

    I will be reviewing your project with my install manager and we will be in touch in the next few days. p

    Thanks,

    ****

    Business response

    09/15/2023

    *****,

    Our apologies about the issues and communication getting the project started. Sometimes we run into issues with suppliers and their schedule, as well unforeseen issues on other jobs that throw a wrench in the availability of our crews. 

    I will be reviewing your project with my install manager and we will be in touch in the next few days.

    Thanks,

    ****

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    We had our roof replaced by Polar Bear Exterior Solutions (4/19 - 4/22). After the work was completed, we noticed that our ceiling had humps and cracks which we hadnt seen before. I asked about this to the project manager, Kolby, during the final walkthrough but he said that was not caused by roofing but due to the quality of ceiling materials. He added that these bumps would have existed all along and that we are now noticing it because we are paying more attention to the ceiling. My husband and I are positive that this issue did not exist before as these bumps are too obvious to miss at night. I told Kolby that I dont feel comfortable paying 100% of our final payment because of the ceiling issue. He contacted his manager, ***, and they both said this problem is common and they are not liable for this. Also, the said the contract mentions about this as a potential issue during the roofing. My husband and I pulled the contract and read it line by line again but there weren't any specific mentions regarding how ceiling may protrude while roofing is done. Contract cover the general scope such as impacts to landscaping and surrounding areas but did not specifically talk about potential ceiling issues. If we are to sell our home, this will become an issue as it is very noticeable especially from the second floor at night.I read many positive reviews about Polar Bear and the salesman, *****, gave us excellent presentation which is why we decided to go with Polar Bear despite higher price than their competitors. However, I regret going with this company because of poor communication and the way they try to brush off the ceiling issue. They didn't start the project on the day they said they would start and didnt even give us a call. We waited a few hours and had to call them only to find out the install is delayed to the next week. Actual work started without any prior notice and the ** didn't show up until the very last day to do the final walkthrough.

    Business response

    04/25/2022

    I have reached out to the customer to try and resolve this issue, as of yet I have not received a call back. Although our paperwork does say that drywall around the ceiling can crack from the unavoidable process of working on the roof, this damage does not appear to be caused by that. The damage does not appear to be stress fractures but likely caused by previous leaks or other issues that developed over time.

    I will continue trying to reach out to the customer to set a time to meet and try and arrive at a resolution.

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