North Star Mechanical

OMG!!! What a scam this is. It takes anywhere from 30 to 57 mins to get through to a human every time you call. And you can’t leave a message. They doctored the records that said they called me 3 times when I have never receive a call from them. When I verified my number they had it right, when I call back to see why I wasn’t call that day for my service they said the tech called an left a message and the number they confirmed was wrong. NO customer service. Unfortunately, my home warranty company has contracted with this company and I have little choice. I feel sorry for the folks that answer the phones, you can tell they have to deal with customers with my similar situation every day. :(:(:(Oh… and their window of service is from 9 to 5!!! Good God!

We got home on Sunday to the AC not feeling right, once it had been on for a couple of hours. My husband made the call to American Home Shield. He was told someone from the contracted company would contact us within 24 hours to schedule someone to come out. Around 3 pm I ended up calling myself. I have been in customer service for many years so I know the routine. I was very disappointed in the 2 females who took my call. Not once did they say hello or how can I help you. I was asking questions which I have a right to do. My 20 year old daughter even told me I was very polite and professional. I ended with thank you very much. The girl named MAC says Uh Uh Bye! The next morning I called for ETA and the 2^nd girl did not say hello. Never said how can I help you. Started talking for a couple of minutes and then said is that all. I just wanted the technicians name. I forgot to ask her name though.
I do have to say this experience ended up really good. The technician called and I even got a call from the company stating he would be there in 30 minutes. He was very very polite and had the job finished in about an hour. Before he left he even turned down the temp to 60 to get it cooling. His name was Roy and he was the supervisor. He is the only reason I am giving 4 starts. We live in a small town right outside of Austin Texas. I really did not think he would show up. North Star Mechanical, Roy made you look good, just work on your call center.

Horrible company to work with! I would give them zero stars if I could. After waiting around all day on a Sat for AC repair the tech comes at 7pm. Parts need to be ordered. A tech calls was rescheduled due to weather 2 times and finally a week later we are expecting a tech to repair our AC. The tech was said to be at our home by 7pm. By 9pm, I am calling the main number for an update and the phone system keeps saying please hold for a rep. 22 minutes of holding I leave a message where it states the office closes at 5pm. A tech calls at 9:15pm to state he is on his way to my home to diagnose the problem with my AC which was diagnosed the week prior. After telling him what the previous tech told us needed to be replaced he tells me he does not have the parts. I ask for a supervisor’s phone number. He then hangs up and never calls back.
Mind you, I have an infant in my home and we were supposed to be a emergency/​priority call. So much for any priority or decent customer service.

If I could give a zero star I would because this is the worst company I have every had to deal with. For over a month the rental company, owner of the house and myself have been fighting with North Star to fix our A/​C unit. All of us have been placed on hold for long times without even being asked before being placed on hold. I was hung up on when I voiced I dissatifaction about still not having a working a/​c because they can’t seem to get off their bums and fix it. I then researched them and found out that guess what? They are under investigations for scam and fraud! Seriously??? I have since reported them to BBB and posting a review on every forum for them and review site so everyone knows what crooks they are.

If their craftsmanship is anything like their driving skills, I’d stay away. Just saw a guy driving a pickup truck with the company name on the door at Burnet and 183 cut off people in the left turn lane at the last second, then proceed to run a red light and almost cause an accident. Guess he’s a pretty important guy and had someplace to be, but probably not a smart move when driving the company vehicle.

The WORST out there. Never calls back. They give you the run around. The techs are rude and sloppy. Would not recommend this to anyone. Avoid at all possible cost. They say they will call but they never do. They show up and just leave a note to reschedule. Then it takes about 3−4weeks to get that done again because no one knows whats going on, or they need to contact the mechanic. Bottom line, nothing but lies. I had other issues with them in the past as where they also had to keep coming back. They are not licensed techs.

It’s been a year and a half since we first used North Star and again, not disappointed. They called almost immediately after I turned in my 1^st American HOW claim and then arrived as promised. Within a couple of minutes determined the bearing in the A/​C fan motor were failing. They were back the next day with the new motor and had the replacement done within a few minutes. Courteous, professional and right on time… what more could you ask for! Oh, this North Star service man was based in Taylor but services a large area so give them a try.

I called in a home warranty request and this company was assigned. They called me and left a message. I called back and left them a message. They never called back. I tried again. It took 25 minutes to get through. They said someone will be there that day. Nobody showed up and nobody called. I called back again — another 20 minute wait — and they said the next day. Still unresolved. I would avoid this company and I am going to terminate my warranty service as they are clearing shopping to the lowest bidder (and hence lowest performance).