Someone Who Can Actually Get Things Done at Polaris?

We have been Struggling to get a leak and subsiquent large damp patches fixed for almost a year now! I report to customer services, customer services send the builder, he seems to do little or nothing then says it's fixed, customer services email me to say it's sorted, then the damp comes back. The system is not working for me. Does anyone have a name of maybe the head of customer services or just someone who seems to be able to get things done. Its only damp it's not rocket science.

Thanks in anticipation

Simon. ( just noticed no spell check so apologies for undoubtably rubbish spelling in this post! )

Sorry to hear your problems.  I'm just in the process of contacting Customer Services again.  We've had damp, stairs replaced 3 times and just returned from Condado and there are signs of damp in our bedroom now - nightmare!  I'll let you know how we get on.

Hi

I had a leak from the solarium roof into the apartment coursing damp in the bathroom and under the stairs in our 2 bed.

I like you reported the problem numerous times and each time they just came and carried out remedial work without solving the problem.

I kept on reporting the problem each time it reappeared, in writing (email) to Customer services and the call centre so I had a record of my reporting it. Each time I wrote I informed them of the number of previous attempts they had at resolving the issue. Even on the occasions I went in to report the issue in person I always followed it with confirmation email to them outlining the information I had given verbally. Eventually they had the problem properly rectified I hope although I will only be convinced after this winter.

So my advice is be persistent and A pain in the bum to them.

Good look

Phil

Does anyone have the email for Customer Services?  My emails have come back to me, think the names I have are probably away now.  Thanks.

customerservice@polarisworld.com

callcenter@polarisworld.com

Regards

Phil

I have tried to contact customer service lately both by telephone and mail without any luck. They do not answer phone calls(put on hold) and no responce to sent mails. We have paint falling of the walls in bedroom and living area. This is the third time and it seems to come after heavy rains. Last time they said they had definitely fixed the problem but not so.

Thorstein

sorry to here about your damp i have bin trying to get my doorframe sorted out for about 18 months but got no where the frame is rusting from the bottom and getting worse i have bin told that they have done it  but they have not they must of done someone elses and im getting no where 

Below is some text from a post on the general forum and I can confirm that it worked for us very quickly so give it a run. Just write Hoja de Reclamacion in the subject bar of your email.

You could also try asking for a complaint form - Hoja de Reclamacion. By law all businesses must have these available. Many lawyers and developers will try and tell you that they do not need to keep these forms - it's not true. In fact you can report them for refusing to issue a form.

The form is in three parts and must be completed in the office of the business you are reporting - it can be completed in English. You will need to have either your NIE number or Passport number.

There is a section for the business to make a reply.

They keep one part of the form, you keep one and you send the third to the local OMIC, Oficina de Municipal al Consumidor which is in the local Town Hall.

Good Luck

Mart

Hi all,

Have just joined EOS, having read and watched for a while.  

We also we have damp understairs in our 2 bed apt.  Have been through all this once for the lower part of staircase - first they just paint the internal walls, eventually they come and remove tiles from staircase and re-seal.

Now we have problem at the higher part of staircase - this has been going on since September.  They are supposed to be calling at apt on 20th January to carry out repairs - but like everyone else we have been unable to get reply on phone and no-one wants to reply to e-mails. 

We have booked flights to Spain on 19th just to try to sort this out, but don't know if they will show !!

Might be a battle at PW HQ on 20th !!!

Babs

Ok thanks for all your replies, i will try the hoja now, fingers crossed.  Although fixing my leak is probably the last thing pw are worrying about at the moment, i think its safe to say they have bigger problems.

cheers.

I have a similar problem with a damp patch appearing, and PW have missed there appointment, and unsure when they will get back to me.

The problem is that the wet patch is next to the cooker hood on the right hand side on the ceiling, it is only a slight damp patch, but I know with water that the leak can start anywhere and will only stop at the lowest point. (Im in a top floor 2 bed apartment)

My only thoughts were that it might come from the extractor vents on the roof, the roof floor itself or could be running down from where the light wire comes out on the roof on the chimney wall.

The question I have is has anybody else suffered a similar problem in this area and know what the cause is, I may try and fix myself if a small job?

Hey, you may want to ask that question as a new thread with a title that makes it clear what your problem is.  There seem to be a number of people with similar problems in the appartments so you may get an answer by doing that. We are in a penthouse and our problem stems from a leak in the pipes, identified by a pressure test, however sourcing the leak seems to be impossible via pw. Think i may get a local plumber and send pw the bill!

Good luck.

Marshman, I had exactally the same problem during the heavy rains last September.

Your guess is correct, the wind was blowing the rain into the chimbney vents, this was then appearing above my cooker vent. Luckily I was there at the time and was able to get a guy from Polair round. He claimed to have fixed the problem, but I have not been to my apartment since, so may have suffered more problems since?