Complaints

This profile includes complaints for Polaris Land Surveying Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Polaris Land Surveying Inc has 5 locations, listed below.

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  Polaris Land Surveying Inc

  138 - 1834C Oak Bay Ave Victoria, BC V8R 1C2

• 

  Polaris Land Surveying Inc

  #3 - 7045 Field St Powell River, BC V8A 0A1

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  Polaris Land Surveying Inc

  PO Box 21005 Duncan, BC V9L 0C2

• 

  Polaris Land Surveying Inc

  PO Box 261 Brentwood Bay, BC V8M 1R3

• 

  Polaris Land Surveying Inc

  #204 - 149 Fulford-Ganges Rd Salt Spring Island, BC V8K 2T9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:27/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently hired Polaris Surveyors to locate a missing pin so we could build a fence on the property line. We explained to the surveyor that we knew the approximate location of the pin, but that we needed a more accurate location before going ahead with our fence. Polaris sent a technician, not a surveyor, to our property. The technician spent 2.5 hours trying to locate the pin. He dug a hole at the location he believed the pin should be, but did not locate it. He then filled the hole back in and left.
  When we received a bill of $667.29 from Polaris, we contacted the surveyor, ******, and explained that the technician he had sent, did not in fact locate the pin, nor was he able to tell us where it should have been. When we called the company to dispute the bill for a service we did not receive, finding the property line, we wanted to speak to another surveyor. The second surveyor,*******, to whom we tried to explain the situation, was extremely rude and told us they would not mark the correct location unless we agreed to pay more for them to pound in a new pin. We hired Polaris only to try and locate the original pin, or failing that, to tell us where the pin should be, not to actually put in a new pin. When we failed to get satisfactory answers from the two surveyors, we asked to speak to the manager. We were then told the technician could come to our property again and point to the location where he THINKS the pin should be! The company then threatened to sue us for **********. We do not feel comfortable with anyone from this company returning to our property. For this reason, as well as the fact the technician can only point to the approximate location of the pin, which we had already figured out for ourselves, we declined the offer. We are extremely unhappy with both the service and the treatment this company gave us and wish to file a formal complaint so that any future clients hiring Polaris are informed of their deplorable business practices .

  Business Response

  Date: 11/03/2025

  Hello Mrs. **, we are sorry
  to hear that you are not satisfied, however the comments you have posted in
  your review are not true.  Our surveyor spent a few hours
  onsite with your father (or father-in-law) surveying and walking the property,
  showing him what work he was doing and explaining things to him. 
  Unfortunately, we were not able to mark your property line as some of the
  original survey monuments were destroyed, and more work would be needed to
  properly re-establish these.  We could not complete this additional work
  that day without your approval as there would be significant costs
  involved.  After the initial site visit, when you complained, we offered
  to send our surveyor back at no cost to review things with you again, as some
  things discussed during the first site visit appeared lost in
  communication.  We also offered to complete the additional work required
  to re-establish the missing property corners, or to complete a survey of your
  building with a potential issue.  Unfortunately, you did not accept these
  offers and instead started to write emails calling us rude and unprofessional,
  and calling our admin staff numerous times per day to complain.  This
  caused great stress on our team who were trying to help with your situation.
  
  As professional land surveyor’s
  we uphold the public interest by completing surveys that are rigorous, accurate
  and unbiased.  The situation with your property requires a thorough legal
  survey and registration of a plan at **** ****** to record this work in the
  public registry.  While this may be an unfortunate situation to deal with
  as a property owner, it is what is required to maintain the cadastre so that
  you and your neighbours can peacefully enjoy the property that you own. 
  

  Customer Answer

  Date: 13/03/2025

   I am rejecting this response because:
  
  
  
  No, we are not satisfied with the response, and here’s why.
  We had already informed Polaris that the corner pin might have been removed by the previous owner. Our goal was to determine its correct location so we could build a fence.
  Before hiring Polaris, we had already identified the approximate location by finding all the other pins. We simply needed confirmation of where the corner pin should be.
  Polaris was fully aware of this. Their technician spent 2.5 hours on our property, dug and filled a hole, and then left. Later, we were told they couldn’t find the pin and couldn’t tell us where exactly the pin should be.
  Why didn’t they disclose this before we hired them? Had they been upfront, we would have reconsidered hiring them. Instead, we paid nearly $700 only to be told the same uncertainty we had already shared with them. They later informed us that replacing the pin would require additional paperwork, but at no point did they mention that if the pin was missing, they wouldn’t be able to provide its exact location. This was critical information, especially since we had already informed them of this possibility before hiring them. We never asked for a new pin—we simply needed to know where the original one should be. Yet, we only learned after hiring them that they were not even allowed to provide this information.
  Additionally, their conduct was extremely unprofessional. The way they communicated with us was unacceptable. This is precisely why we were uncomfortable with their suggestion of merely pointing to where they "thought" the pin should be. Furthermore, they warned us that building a fence based on this estimate would be at our own risk. If that’s the case, then why did they even accept the job when we hired them specifically to help with the fence?
  To make matters worse, we were threatened with legal action if we contacted their admin again. We reached out simply because we wanted to work with another surveyor, as we were not satisfied with the job. However, despite telling the admin not to have the first surveyor contact us again, he still called us. Then, a second surveyor later called and yelled at us. We were explicitly told, "The only two people you can speak with are ****** and *******." How is this professional?
  The way Polaris conducts business and treats its customers is completely unacceptable.
  

  Business Response

  Date: 24/04/2025

  There is a clear misunderstanding here by ****.  Despite numerous attempts to assist these clients and explain things to them, they keep coming back to the same points and trying to tarnish our business.  We offered to attend the site again free of charge, to clarify the issues with their property and explain the amount of work required to properly resolve these issues (i.e. it is much more work than they care to acknowledge), and instead of accepting this and speaking with us directly onsite, they would rather argue and make false accusations about our company.  I don't understand what they are trying to achieve but it appears to be a malicious attack, without any regard for the real issues at hand.  We ask that BBB close this case as we have made our offer to work with them and they are clearly refusing to cooperate.  

  Customer Answer

  Date: 25/04/2025

   I am rejecting this response because:
  
  
  Instead of addressing the concerns in my message, you chose to accuse us of being unreasonable simply because we were dissatisfied with the lack of professionalism demonstrated. Please stop claiming that you were willing to return and resolve the issue—especially after we were informed by *******, the other surveyor, that your company simply could not do what we hired you to do: identify the exact location of where the corner should be.
  ******* told us that a technician could return to indicate where he thinks the corner is located. However, if we were to use that spot as the basis for our fence line, we would be doing so entirely at our own risk.
  Please explain how that would be helpful—particularly after we clearly expressed concerns that the original pin may no longer be present. The primary reason we hired your company was to establish accurate reference points for building a fence. We had already found and marked every other pin on the property with seven-foot posts and were hopeful that your technician would be able to locate the missing corner. After paying $700, we were told that wherever the technician thinks the corner might be cannot be used as a reliable reference for our fence line.
  Furthermore, please explain why we were not made aware of this limitation prior to hiring your company. From the very beginning, we communicated that the pin may have been disturbed or removed by the previous owner, and that our intent was to determine the correct location of the corner—not necessarily to recover the original pin itself. We simply wanted to know where the corner should be.
  At no point were we informed that, if a pin could not be located, your company would be unable to identify or mark its intended location without additional charges. Now, we are being portrayed as difficult customers for raising valid and reasonable concerns. Please explain to the Better Business Bureau how that makes sense.
  

  Business Response

  Date: 25/04/2025

  As explained, replacing the missing iron pin entails more work and more costs.  We would also be required to file a plan at **** ****** which entails more work and more costs.  This was explained from the very beginning.  We offered to do the site visit free of charge to explain the issue and show you what we have done, and what extra work is needed to replace the missing corner.  The remaining work would cost $3500-$4500 plus tax - approximate estimate.  It is your choice if you want to have this additional work done.  We cannot give you the precise location of the corner without doing the work properly to the standards required. 

  Customer Answer

  Date: 25/04/2025

   I am rejecting this response because:
  

  We informed you that the pin might not be there at the beginning, and you told us that there would be more work needed to put the pin back. We were totally aware of this. However, we were not told that if the pin was not there, you would be unable to inform us where it should be.
  We knew what your technician did for the 2.5 hours he was at our property. He used the 2 metal posts where we located the 2 pins we found to try to locate the corner that we needed to know. Then he dug a hole, realized the pin was not there, filled it in, and left.
  We were extremely confused and frustrated, so we called your admin. Then, we were threatened by *******, the surveyor, that your company would take legal action if we phoned your admin again. That’s when we learned the fact that you are not able to locate the precise spot if there’s no pin.
  You knew there might not be a pin, you knew we hired you to build a fence, and WHY didn’t you inform us that if you couldn’t locate the pin, you wouldn’t be able to tell us where it should be? Why do we have to pay $700 to learn that you actually cannot deliver what we asked for?
  If we had known that the pin might not be there, or if you had informed us upfront that if the pin couldn’t be located, you wouldn’t be able to tell us where it should be, we would have been fine with the result. But that’s not the case. Please respond with the reason why you didn’t make that clear.

  
  

  Business Response

  Date: 28/04/2025

  We did explain the entire process to ******* over the phone, before we started work.  We told him that replacing missing pins would involve more work and cost more.

  Customer Answer

  Date: 29/04/2025

   I am rejecting this response because:
  
  
  The business failed to inform us that they would not be able to provide the exact location of the corner if the pin could not be found. As we have stated multiple times in previous messages, we made it clear that the pin may have been removed or bulldozed by the previous owner. We were not requesting a replacement pin—only to know the original location. We are still awaiting an explanation as to why Polaris did not inform us in advance that they would be unable to fulfill this request under those circumstances.