Polestar Plumbing, Heating & Air Conditioning

A KC native, I’ve hired every heating, plumbing, and cooling company in the area. I discovered Polestar three years ago and haven’t used another service provider since.

Their customer service agents are friendly and responsive, and their technicians treat my home as if it’s their own.

Semi-annual review. Brandon called ahead of arrival. Very courteous response to an issue I ppinted out to him. He sought guidance, and so was truthful with his response. Kept me informed entire time of what he was checking and doing. Very happy with visit.

Jalen did a great job servicing our system. He was kind and easy to work with. Fast and professional. Even put up with my crazy dogs. Loved working with him!

Writing a detailed review in hopes that it saves some other poor souls from a similar experience.
TL;DR – Do not use Polestar.
June 2021 our AC stopped working. Polestar had good reviews on Google, and could come the following day, so we scheduled. The tech said we needed a new compressor, and his manager would come discuss options. He estimated cost between $2-3k. When the manager arrived, suddenly the story changed. They advised that the compressor would take over a week to come in, and it may not be a very permanent fix given the age of the unit, etc. In the end, we got talked into an entirely new AC unit that could be installed within two days, costing upwards of $8k. At this point I realize I should have gotten a second opinion, but we were desperate given the temperature and our upcoming trip. The new unit was installed on 6/18/21. We also had someone out for a general AC/Furnace check-up on 2/7/22.
A year later 6/11/22 and not only was it getting hotter inside, but the unit was putting off water in our basement. After a scheduling ordeal, someone arrived, look at the unit and said it was frozen so they could not anything until we turned it off to thaw, and they’d come back later that day. They came back and found a leak in a line by the unit outside of the house leaking refrigerant. They told me they’d pump it full of refrigerant to get us through the night, and someone would come out the next day to re-weld the spot. This took about 4.5 hours.
Monday 7/4 we started to observe that the AC was once again struggling to “keep up”. By Wednesday, 7/6, the house was 7 degrees hotter than the set temp and the line was frozen. I called immediately and requested someone come out first thing the following morning. Someone arrived around 8:30am Thursday, 7/7 and identified a leak, this time INSIDE, on an evaporation line, and they would need to order a new replacement coil. He told me that he would do a temporary fix that should last a week - plenty of time to get a new coil. I was scheduled for the afternoon of Tues, 7/12 to get the new coil installed.
On Sunday, 7/10 it froze again. I called that evening and told them that the forecasted high was 98 degrees, and we could not wait until Tues. After another scheduling mess, they arrived Monday and the "2 hour job" took nearly 3.5.
Friday, 9/2, unit once again froze. The day we were supposed to leave town. I called and communicated my frustration, and urgency, and was told someone would be out the following morning. This time the tech that they sent was one of the rudest people I've dealt with.
Larry arrived, and went outside to look. Afterward he showed pics and informed us that he’d found and repaired a refrigerant leak. He (condescendingly) told us we’re all set because he's a SENIOR tech. I asked for some insight on why this was the third leak on our new unit, and why wouldn’t I assume that another might occur again in another month? He ‘explained’ that the other leaks were inside, and this was outside, so it probably hadn’t been noticed. I told him that was incorrect, the first leak was outside (and have the invoices). He argued. No apologies offered. He spoke to us with a demeanor as if he had come in on his white horse and saved us from some self-inflicted peril.
He spoke to my husband as if I wasn’t there. At one point SHUSHED ME as you would a child.
Mistakes happen, but the lack of accountability is astounding. An apology or acknowledgement of frustration can go a long way, but it doesn’t appear that Polestar understands that. They made repairs under our warranty, but never apologized or acknowledged how crazy it all was. No culpability. We took time away from work, missed trips, and spent days and nights sweating in our home repeatedly, and they saw it as no big deal.
We felt trapped to keep using them given that it was under warranty, but I’m so thrilled to be out from under that. Their “It’s about the relationship!” slogan? What a joke. Stay away.

I am 100% + happy about the work I had done yesterday. I began hearing beeping noises coming from my basement. I correctly guessed that it was coming from my sump pump. First thing in the morning I was listening to the weather forecast and heard heavy rain is on the way. Ruh Ro. I went onto Angie's list and within 1-2 minutes I received a call from Polestar Plumbing, Heating & Air Conditioning. They said they could be at my home in a few minutes, which they were. I had previously told my sump pump was going to need to be replaced. Today became that day.
When Ross completed assessingwhat he would need, he said he would be sending a work crew shortly. I was given an acceptable quote, but on the way out he amazed me.
Last Saturday I was in my garage and needed to see what was in the top drawer of an industrial sized toolbox that once belonged to my late husband (Michael Paxton - RIP)
When I began to pull through drawer out, it suddenly came crashing forward opening the lower drawers in the process as I foolishly tried in vain to stop it. It ended up pinning me against the front of my car. Taking 5 minutes just to take microsteps to free myself. I ended up at 2 different emergency rooms, having numerous xrays taken along with a CAT scan. Fortunately after I freed myself I took photos to show anyone who may need to see them. (I was thinking car insurance as I was sure there was going to be damage. I had to open my garage door to be able to back my car out so that the toolbox could complete the fall) When Ross saw this in my garage I told him I had removed all the tools except the last drawer as is was much to heavy for me. So what does he do? He uprightedbthe tool box by himself. Zero negative comments. Ross you were awesome. I can't say Thank You enough. Customer of Polestar going forward without hesitation. I highly recommend all 3 service men who completed the job. I was not overcharged. I had been five a higher quote a year ago. Photos to follow

We had Larry visit for scheduled inspection after installation. Larry is AWESOME!! He’s very knowledgeable. He took his time to explain things he found and offered an on-site fix. Larry took the time to take pictures and make minor adjustments that makes our air cleaner and our furnace more efficient. Thanks Larry! We will request you by name for any needs in the future!

Brandon was our technician, he was very thorough and explained everything. He also rearranged his schedule to accommodate our change of plans and worked within our schedule. We are very appreciative of his willingness to be flexible and his professional and courteous manner.

Polstar Tech Ian was on time, knowledgable, & kind. He even took time to ease my dogs anxiety. He figured out my heating unit problem- even sticking his had towards a wasp nest in the vent to try and remove it at the risk of being stung! Polstar is sending a team back tomorrow to fix it! I have used Polstar for years because of their honesty, good service and nice techs. I will request Ian every time my system is checked now!

Our furnace went out on a 28 degree Sunday morning. I sent an online request for service and was contacted by Polestar shortly after. A technician came out Sunday afternoon and diagnosed the problem. Unfortunately for us, the parts were not available until Monday. Ian returned Monday afternoon and the repairs were completed by 1:40 PM. Ian and the office staff were professional and courteous. I was given several options for repairs and am happy with the work that was done.

Always great service from Polestar! Jalen was our tech for the spring check up and did an awesome job with service and answering questions. Highly recommend this company.