Polestar Plumbing, Heating & Air Conditioning
Reviews and Complaints

My AC went out yesterday afternoon. After calling *** that I have a service contract with and an appointment in two days for repair, I used *** looking for help and received a call from Polestar with an appointment for today. *** had my system up and running in about 2 hours. What really impressed me was that he had the parts in his service vehicle. Good job!

arrived on time, professional, explained to me what he was going to do , did the work, took the time to explain what he found, what he recommended and why, and asked if I had any questions. As someone whose husband always handled this in the past, it was very comforting he was patient and made sure I understood. I highly recommend Polestar for all your Heating, A/C needs.

Ian and Ross have been absolutely phenomenal. They explained everything to me in detail on how things are functioning, or not functioning. The are very professional and friendly in the best way possible. The compassion is outstanding. We can express how much appreciate and did not expect such generous people and company to come to our door. Thank you for everything. Absolutely incredible assets to this company and world.

I setup an appointment with polestar because my ac is out and the temperatures are extreme. I received a confirmation email and text with my appointment time. No one showed by the end of the appointment time and I called they said they were running behind. 2.5 hours later I called and they said I was on a couple day waiting list. So this whole time I could have tried to find someone sooner. This is not a good way to do business, how can you give someone an appointment time for Wednesday and then say they are on a waiting list for Wednesday-Saturday.

The walk through on my new HVAC system was done a couple days ago. The techs did a great job checking over everything and making sure the system was working properly. Both were friendly, helpful, and responsive to my questions. I was particularly pleased with all the instruction I received on the high tech thermostat. Ian went over all the display items and settings. After they had left, I still had an issue with obtaining the outside temperature so I called the office. I was patched through to Ian and we discussed it over the phone. Later he left me a voice message with additional tips for getting this function to work. Success! Now, all the display items are working. Thank you for being persistent and working with me.

This company was completely dismissive of concerns and talking about the work completed. I had a sewer line break. It was very overpriced and not well done and backed up again after 4 months. They did not return many of my calls or want to resolve the situation. I had a tree fall on my house 6 mo ago and worked with several contractors through this process and Polestar was the absolute most difficult company to work with. They say all over their web site- even the ***- that they wanted 100% customer satisfaction, but when they did something wrong they avoided addressing it and were unwilling to even to talk out a situation. Please do not use this company for any of your needs because if something goes wrong, they will not be helpful or willing to address the problem.

calle this company to come and install a water heater and check why i wasn't getting hot water. a guy came and gave an estimate, then scheduled for a tech to come out. the tech installed the water heater, but never checked to see if the heating element was out or what the problem could be. he said that since it was not their product he couldn't work on it. This was never disclosed to us, and they charged me $300.00 for basically nothing. Now i have to call a real plumbing company to come do the job that this company should have done. This is beyond ridiculous and very dishonest on their part. I want my money back and will never refer anyone to this company for service. They should have told me in the beginning that they will not work on heaters that do not come from them. They are stealing peoples hard earned money by doing so. i am going to report this to the ComplaintsBoard.com for them ripping ppl off and not disclosing this important information about if it's not their product they will do nothing.

Polestar is not honorable and they do not reflect their mantra, "It's All About the Relationship. I referred at least $10,000 worth of business to them and when I had an issue with my furnace, they charged me for a part that cost $2,500 (evaporator coil) saying it was dirty when in fact it was not. They did not offer to refund me my money when they realized they made a mistake. Polestar ignored me on several occasions so I had to call my credit card company to pull the money back. The management team has poor customer service. *** also left the tamper proof valve caps off of my A/C unit. I will never use them again and will never refer anyone to them again. If I could I would have attached the disputed letter to prove to reviewers that I am not making up my complaint. But you can go to Polestars *** review to see the letter if you like. They never responded to my credit card company and I won the case by default. Polestar seemed like a good company from the beginning when they installed my new furnace and water heater, but when they make mistakes they do not own up to them.

Buyer beware: We lost heat in the night and were very concerned about our pipes freezing due to extreme temperatures. Our favorite local HVAC company could not get us in until late morning and we felt that this needed to be resolved ASAP. We scrambled and made several phone calls before receiving a return call from PoleStar. Tech said he could be at our house within 15 minutes. We were so relieved. He basically spent over an hour with my husband in the basement, chatting about the inner-workings of the furnace but ultimately giving no diagnosis. He offered an install of a new furnace or a rebuild of the current one. Upon questioning about the diagnosis, he replied "I don't know." He charged us the service call fee and left with promises to "be in touch" and "take care of us no matter what we decided to do". When he left, the furnace was still blowing cold air. No fix was accomplished or even diagnosed. We never heard from anyone as follow-up. We are out the service fee charge. Our regular HVAC repairman came later in the morning, quickly diagnosed and fixed the problem. We will not use or recommend PoleStar for our friends, family or neighbors.

About 2-3 years ago, Polestar installed a completely new HV*** system in my house (, Furnace, Water heater, thermostat, Lines, etc) after some old equipment failed. The service at the time was great...the guys showed up on time, knocked out the entire job within a days work, and no issues since. At the time my basement was unfinished and we knew that we wanted to finish it in the coming years. Fast forward to today...work began on basement framing when I remembered we need to relocate my line-set to the *** unit to fit within the walls. True to their word, Polestar stood behind a 3 year old promise to relocate this line free of charge, and provided the service in a very tight window of time needed to keep my carpenters on schedule.We have used Polestar for routine HV*** maintenance, odds and end plumbing, etc. since buying our current house in 2018. They always do a good job and make sure to explain what was checked, what looks good and bad, and what may be recommended for continued life of my equipment.More than good service and ***, I most appreciate their integrity to stand behind a word of mouth promise. Strong relationships and business honesty are one of my biggest priorities when selecting service for anything. I highly recommend polestar for any of your home HV/plumbing needs

They installed our water heater without sealing off the gas line correctly. IT CAUSED A GAS LEAK IN OUR HOME! The leak was found on a Saturday. We had not felt well but thought we were getting sick. We only found it because someone came in our home and warned us they smelled gas. We were able to get out and the gas company found the leak from the water heater. Thankfully the house didn't explode and we got out. Polestar was rude on the phone and wanted to send someone the next day (Sunday) instead of that day to fix the gas leak. I had to put the gas company on the phone and have the gas company tell them they had caused the gas leak due to improper installation and then threaten to call a lawyer to get them to come out that day to fix the gas leak they cause by improper installation. Polestar then finally promised to send someone later that day (Saturday) but said if I was rude to the technician he would call them back and delay fixing the gas leak until Monday. Incompetent instillation, terrible customer service that is NOT 24/7 as advertised and the ordeal of the gas leak that was traumatizing, disrupting, time consuming and potentially dangerous all were enough to have me write this to hopefully save someone else from experiencing a gas leak like we had in our home from using this company. I would give them 0 stars if possible.

In the last 3 months, we've given this company over $16K. First, we had some duct work replaced, a new a/c and furnace installed. We weren't wowed- we did have some complaints, but everything seemed ok. So, we decided to get a tankless hot water heater installed. Choosing Pole Star was our biggest mistake. Because we used them for our HVAC system, we got a small discount. The guys that installed it aren't plumbers and they appeared to have no idea what they were doing. I actually almost called the whole thing off (interestingly enough at the installers' suggestion) and went w/another company. There are lots of little things not quite right- the exhaust pipe is crooked on the outside of our house. They have mixed blue and red piping instead of matching blue to cold and red to hot. They told us it was just cosmetic, but we paid almost $5K for this thing, it should look right! The guys didn't clean up after themselves in the yard and our dogs found their materials on the ground. These things (with the exception of the confused installers) are minor and I probably wouldn't have mentioned them except that the way they've handled things when we had an issue. We expected it to take a little longer to get the hot water. What we are experiencing is extreme. It takes about 3 minutes or so to get warm-ish water to the faucets. Then longer to get the water hot. And we have a small house. So, all of our energy savings from the tankless HWH is going to water use. In trying to get this fixed, there have been multiple missed and late appointments. I have to beg them to come out to do what they said they would, then they still find a reason not to do it every single time! We're still having issues. Just today, Danny, the field supervisor was supposed to come over. He was a no-call, no-show. So, we have the hot water heater, but our old broken one was actually better even with the leak.

Our heater went out so we hastily called a repair service and a technician arrived the next day, so their response was great. Minimum fee of $89. If you're unsure about your heater, make sure you get more than one opinion! The technician showed up and he had his sales process down pretty well. He told me the 'good news', which was I had power to the outside unit. This wasn't good news, this was expected. He then told me both my compressor and fan were bad in the outside unit and that I needed a new unit and A-coil, which wasn't true. He said he could replace the fan motor at around $600 but the compressor would be more. I asked for a quote for the whole unit and he made a phone call which summoned another salesperson to my house. This person was a woman. She came in and quoted me several options, which were decently priced. They also offered other services (duct cleaning, new thermostats, and financing) that others may not. HOWEVER, I called another company, Efficient Heating and Cooling, and they quickly determined I had a failed capacitor in the outside unit. It was installed and they got me up and running within minutes! I also got a quote from them and they were significantly less! My unit was about 13 years old so I got a new unit. I got the new AC and high-efficiency heating at a lower price than the first company was going to install just AC. Yes, it's expensive no matter how you slice it. The first company does have good pricing and a sales technique that most won't scoff at, that's probably why they have so many good ratings. I've called to get a refund multiple times without a callback. Odd how the manager is never available. Oh, and I forgot to mention that they charged me an additional labor amount of $95 for no clear reason! Good luck with these guys!

June 15 - air conditioner started making a very loud squeaking noise. Tech from Polestar came out and said it was the motor and they needed to order the part and it would be in on June 19 or there abouts. We have called at least 30 times to try and resolve the situation, and all they can say is the part is not in and they are at the mercy of the manufacturer. They will not tell me where they order their parts from and the Customer Care manager does not know who the president of Pole star is, there for, they are making excuses in not fixing our unit. The neighbors have all complained and have threatened to file a noise complaint, to which PoleStar said they would not help us with that issue. I asked for them to install a new unit and they basically said that has never been done before. We paid these people over 10K for a new AC unit, and we have had nothing but issues with the unit. We need resolution and also this company needs to be penalized for false advertising. They are not taking care of their customers. Today they said the part would be in on Friday which is June 30. Last week they said the part would be in on the 23rd. So they continue to lie to us as well. We need help and should also investigate the lemon laws in Kansas I asked if they could get the part from another manufacturer and they said no - they only do business with 1 company.

This company charged me $650 on 8/29 for a water leak that was inside a wall on the lower level of my home. Parts were under warranty for 5 years and labor for 1 year. I had to file this on my homeowners insurance due to furniture, ceiling, etc. being water damaged. This company claimed the leak was fixed. Now on 3/8/2022, I found the ceiling wet and falling down in the same exact area. When they came on 8/29, I called Polestar this morning about the problem. First diagnosis was the pee valve, and the second diagnosis was that I needed a new garbage disposal. I have a new disposal and new pee valve in, but they wanted to charge me for a new garbage disposal when one is not needed.

I called Polestar Plumbing, Heating & Air Conditioning when my AC stopped working. They came out the next day and collected $90 for a quote. They said they would send the quote, but we never received it. We ended up going with another company to fix the issue. I called to get the $90 fee refunded, but it took a while to reach the manager. He said he would take care of it, but it's been months and we still haven't received the refund.

Polestar Plumbing, Heating & Air Conditioning is a company that I hired to install a new heating and cooling system in my home. I talked to a guy named *** and he recommended a Mitsubishi split system that cost me $18,000. I asked for two estimates, one for a new boiler and one for duct work and a traditional furnace and A/C. They never gave me an estimate for the duct work and they never gave me an estimate for the boiler, even though I asked for it multiple times. The Mitsubishi splits were installed in December and they worked fine until February 15th when they stopped working because it was too cold outside. I found out that they don't work below 16-20 degrees and I needed the HYPER HEAT system that works at -16 degrees. I had to leave my home because it was too cold.

They came and measured for the shower and said the one I picked would fit. So I paid for it and they picked it up on 12/31. They took out the tile and sheet rock and cut a 4 ft long slice through the master bedroom wall and punched two large holes in it. They called me about the damage and said they would fix it. They put some mud on it with no tape. They installed the shower with no sub flooring under the pan, just a few strips of wood, and no sheet rock on the walls so they give in when touched. The shower is too big for the opening and sticks out 2 inches from the corner of the wall, so there is no support behind it and it is bowing. My home's value decreased because of this mess. It looks like a bad DIY project. They rescheduled twice and no showed once. I don't know why they continued to install the shower if it was too big. I hired a painting company and they fixed the master bedroom wall in 2 days for $425.00. I just want my money back so I can get a shower that fits and is installed correctly. I paid them $2476.00 and slept on the couch for 3 weeks because of the mess in the master, which they promised to fix the same week they installed.