Really Bad Damp and Customer Services

Hello Fellow Neighbours,

My keyhoders informed me today that I have some serious damp in the living room which has developed over a week and have a few bits of information and also a request for help:

1. I am in Block 1134 (11 Floor 3 Number 4) so may be worth checking if you are anywhere near. Or even below me.

2. All Polaris customer service numbers are saying go to the website - which I have and informed them.

3. Does anybody have any useful numbers to get hold of Polaris

4. Is it worth contacting my insurance company now?

5. Anybody got any experience in such matters

Thanks in advance for your help

Tez

Afternoon Tez

This sadly seems to be big issue in many of the penthouse block, higher floors   - there are many owners in my block who have the same problem, that have reported to me in my role as Block 16 president

You need to report the damage to both Polaris and also to Milenium (Nica Bonmati is the guy who handles the insurance at Mlienium)

I didnt realize untill I was over last week that all owners now have buildings insurance from Milenium as part of the service charge fee - but although this may fix the problem for you short term it wont solve it,  as the damp has been caused by the faults in construction  / workmanship of  the Polaris contarctors,  you only need to raise the drain cover to see the poor  construction and sealing for any waste rain water

We need to get a listing of all Penthouse owners (and others from Jardine ?) who have this issue - one of my owners has taken legal advice on this and the opportunity must exist to comission a survey by an independant surveyor and then take legal action against PW (there must be building regs / guarantees) - but that will mean greater costs and with what potential outcome ??

Polaris as you say have no interest apparently in resolving these issues and seem to hope they can ignore all these issues until any liabaility thay may have had, has lapsed ??

Would be good to hear how many other Penthouse owners on EOS have the same issues ????

Mark

 

 

In regard to getting action from Polaris I think unfortunately its a hit and miss thing.

We had serious damp about 18 months ago which covered a lot of walls.  It was sorted promptly but that was when they had builders on site.

We have had the opposite with the air con PW installed...it took a year for them to fix it the first time (hadn't even been wired up properly).  And now after the recent storms it has gone again because they hadn't protected the wires and they all shorted (so I am told).  My father was in to PW twice in person to try and get some help.  I still haven't heard back from them after I filled out their internet form in July about an earlier problem.

Then again I have heard peoiple get dealt with in a reasonable timeframe...but I think thesze are in the minority

Thanks guys so far

Does anybody have the best contact details for Polaris and Milenium

Also its very odd that this damp has developed in just a week. We completed in May and it has been built for a significant amount of time. All that rain must have caused a major headache.

Hi Tez,

We also have damp probs but it is from our aircon and not a leak, after numerous emails and phone calls my hubby managed to get them on the following number 0034968011300 and he has arranged for someone to call.  Give them a call tomorrow and best of luck.

Ali

The damp we had was from a leaky pipe connection behind the kitchen wall.  Just a small drip which over a number of months led to mould on multiple walls.

Maybe your damp wasn't specifically caused by the storm...

Again, thanks to all for swift replays. Such a great forum. As advice do you think it's worth leaving some windows and doors slightly open with shutters open?? Also I haven't seen a lot of issues such as this on the forums for a while so hope mileniun or Polaris get their finger out :-)

I had a leak on my terrace, the terrace was taken up 3 times and eventually repaired by PW, However the finish to the terrace was unacceptable (plaster work and not painted).  After going through all the necessary channels correctly (PW website and emailing them with photos) they replied saying they were not going to finish repairs,  several emails later and no response from them.  I therefore went to their main office and requested a meeting with customer services.  The guy at the desk got out the diary, completely empty and I arranged a meeting for the following day.  (They could not see me there and then because they were too busy)    The next day I went along and met customer services, this consisted on one lady with no apparent office as she spoke to me in the reception area.  When I complained about lack of service she said she was on her own and received over 200 emails a day, she said she ignored most of them and only responded to people face to face.  Result  was next day work men came to my property and finished off what they should have done 4 months ago.  This proves difficult when most owners are only in Spain for a short while, I was lucky because i was there for 4 weeks but 3 of those days were spent going back and forth to the main office.

 

Personal touch doesn't always work though.

My father was in their offices for meetings twice in one week and still have had no contact from them (3 weeks ago).

Looks like I'm bucking the trend. Had a response today less than 24 hours after filling in the details. I did cheat and use an old contact at Polaris who has been great. My personal insurance company has also responded and will be out within 24 hours. Mieniun have not responded. Would be interested to know who's responsibility this is? Is it Polaris? Is it insurance? Is it mileniun? Bearing in mind it's inside damp and we don't know the source.