Would not recommend
Polar Build Ltd presents itself as a professional, transparent, and cost-effective construction company. Based on my experience, this was not reflected in the service provided. I found comparable or better options elsewhere at significantly lower cost.
I terminated my contract following repeated issues with professionalism, communication, and quality of work. One of the most serious concerns involved contractors entering and using my personal space and belongings without consent. Despite raising this, it continued, including an incident where a refrigerator containing medication was unplugged, resulting in spoilage.
Communication and conduct from the business manager were frequently unprofessional. I experienced dismissive interactions, including being recorded during a meeting without consent and concerns about delays and accommodation not being handled constructively. After multiple attempts to resolve issues, I was forced to raise a formal complaint.
After informing the owner verbally of my intention to terminate, I received an immediate termination notice from the company, which differed from the contractual notice period expected of me. A detailed follow-up email sent on 30/11/25 requesting a formal handover and addressing outstanding issues received no response, despite assurances of a reply within 7 working days.
I was charged tens of thousands of pounds for work that was incomplete, delayed, or below acceptable standards. Much of it required correction by another contractor. Issues included defective plastering (cracking and detachment), incomplete and potentially unsafe electrical work without certification, and plumbing installations that did not match agreed specifications. A different and unsuitable boiler was installed, with no certification provided.
Heating and electrical systems were left unusable during winter, requiring alternative accommodation. Appliances supplied did not match agreed specifications, and at least one was second-hand.
A planning application I was quoted £5,000 for was never submitted, and no evidence of it was provided.
Project timelines were misrepresented. Despite assurances that the project was ahead of schedule, key milestones such as kitchen design and ordering were delayed without clear justification. I frequently had to chase for updates and received inconsistent information.
Project management was lacking. I had minimal contact with the assigned project manager and received little proactive communication. Internal operational issues within the company also impacted the project.
My property is a Grade II listed building, and I was given incorrect advice regarding planning and building consent, which could have exposed me to legal and financial risk. Additionally, original features were damaged during the works and required specialist repair at significant cost.
The bathroom specification process was repeatedly restarted, reflecting poor organisation. Deadlines were missed, leading to extended temporary accommodation, which I initially covered based on written assurances of reimbursement (over £6,000).
Company equipment also remains on my property with no meaningful effort made to remove it.
To date, I have paid approximately £80,000 of a £155,000 contract, yet only a small portion of the work was completed, and much of that required redoing. Overall, this experience resulted in significant financial loss, delays, and disruption.
Reply from Polarbuild
Thank you for taking the time to share your feedback. We always welcome the opportunity to respond openly, and we feel it is important to offer some balance to the points raised here, as they do not fully reflect our experience of this project.
We are proud of the work we do and the relationships we build with our clients. This project was one we approached with genuine enthusiasm and commitment, and our team worked hard throughout to deliver to the best of their ability.
We would gently note that the level of care shown to this client extended well beyond the scope of a typical contractor relationship. Our director personally supported this individual in a number of ways, drawing on their own experience and doing so entirely in the spirit of goodwill. Members of our team also personally collected the client from their local train station on numerous occasions and ensured they got back safely — something we were happy to do, but which we feel is worth mentioning in the context of claims around communication and care.
On the subject of communication more broadly, we maintain detailed call logs that tell a very different story to the one presented here. We were in regular and frequent contact throughout the project, and we are confident that the records speak for themselves.
Regarding the works themselves, everything carried out by our team was completed to a professional standard at the time of termination. Certification timelines are governed by statutory processes and do not always align with the point at which a contract ends — particularly when that ending is abrupt.
We respect the client's right to share their experience, and we genuinely wish them well with the completion of their project. However, we would simply say that there is always more than one side to every story, and we are confident that a balanced view of events would paint a rather different picture.
If anyone reading this would like to speak with us directly, we are always happy to have an open and honest conversation. We are a straightforward team who care about what we do, and we stand behind our work and our conduct throughout this project.
Thank you for reading.
