Polestar Plumbing, Heating & Air Conditioning

Kayla with Polestar was very helpful and their team was able to install a new AC unit and furnace within a few days. Very grateful for their professionalism and promptness.

Ross came to perform the checkup on my new AC system. He was very polite and professional.

Ian (technician) was promptly on time and very helpful. He identified the issue right away why our humidifier was not working. Ian showed us a simple fix to try ourselves next time. The service report also clearly mentioned what he did.

How do use them before for a different house. Was easy to call them to take care of my current home. Needed a new heater and HVAC, and from Cathy a proposal to getting it installed, and a walk-through two weeks later, everything went smoothly, and without a hitch, loved their friendly and knowledgeable teams

I was very impressed by Layla Stevenson, Comfort Advisor. She quickly assessed what air conditioner replacement was needed and also the need to replace our too small humidifier. She was clear in why and what we needed and was very easy to work with.

Service associate was professional, wore booties and completed the service timely. Filled me in on status of the units prior to leaving. Was friendly and courteous throughout his visit.

BEWARE! - I originally had a positive experience on initial diagnosis, but I am amending. The original trip tried "resetting" a thermostat that wasn't functioning. It worked intermittently for a time, but then quit working altogether again. They came back a 2nd time and confirmed the thermostat was bad. They agreed it was under parts warranty, but they then wanted an additional $324 to get a new thermostat and plug it in (even after 2 trips paid). Techs were nice and I called the office to try and inject reason, and the person I talked to basically told me to pound sand. I called 3 other dealers and they all quoted me between $100 and $200 to install. I understand the need to pay labor, but to pay $500 (and 3 trips) to plug in a thermostat (the exact same one so no rewiring needed) is highway robbery.

Worst experience ever! Do not hire these guys!!Danny the field supervisor is absolutely horrible. He misdiagnosed the problem on a Wednesday, and then instead of just admitting to the error and giving us a new estimate he kept arguing with us and his crew that at any moment the pipe was going to turn and go out the front of the house. He continued to argue this even when we were all telling him that it was almost to the wall out back. Mind you he did all this arguing without ever showing back up to the house. He told us 9-10 times over the course of the job that he would be over later that day, early the next morning, etc and never showed up and never called to say he wasn’t going to show up. And he NEVER provided us a bill.

I called and complained the following Monday about his argumentative attitude, lack of showing up, respect for our time, and lack of billing. I spoke to Nathan (the service manager) who assured me he would take care of and correct everything. That did not happen at all, Danny kept not showing up, not providing a bill and arguing with us and his crew that we were all wrong and we needed to do twice the work that was required. Even though we could clearly see on the video that the pipes outside in the backyard were fine.

With this I called again to speak to a manager, I was told they were all in a meeting and would call me back shortly. No one ever called. So several hours later I made a lengthy comment on their Facebook page hoping to get someones attention and a phone call back. Nothing, they could not be bothered to respond.

So I showed up, surprise spur of the moment visit, at their office the next morning to speak to them in person. I spoke again to Nathan and to Steve (Marketing Manager)At this point they started taking me seriously and sent out a new field supervisor and sent us a bill later on. An hour after that meeting I went on Facebook to remove my post, as it had not accomplished its task and I felt my visit did. But to my surprise it had been deleted by the company! My guess would be Steve. This is shady and shows a huge lack of integrity. We would never do that in my business, you respond you don’t delete!

I then thought all went well. The rest of the guys were great, but as it turned out they are not good at their job. When the general contractor showed up to do his work they found Polestar’s work to be beyond shoddy. Lines are not level, they are not all placed the same, there are no shut off valves for the bathroom plumbing and the drain for the bathtub was not only not deep enough it was not installed correctly and cemented too close. The contractor had to call another plumber and it took them 5 hours to get a fix in place. This required digging out cement and then doing some crazy plumbing to avoid having to rip the whole thing out and redoing it. They also found lines that were starting to leak slightly and repaired those. Mind you Polestar just finished this work 3-4 weeks before the contractor discovered the issues.

They also installed a sewer clean out so incorrectly that it is not flush with the wall, and can not be covered with a wall utility door because that would make the hall legally too narrow. See photo. The only way to correct this is to tear it out, jack the floor back up, tear out some of that piping, replace it all correctly and re-cement and re-dry wall. Can’t afford that after all the other expenses.

Both gentlemen (the contractor and other plumber) and our project manager (all separate companies and not connected to each other in anyway) said it was some of the sloppiest, shoddiest work they had seen in a long time, and mentioned that they would never contract with Polestar based on the job they did for us.

Fingers crossed they did a better job on all the sewer piping they cemented over or we will be leaking again in no time.

Polestar made a bad experience (sewer in the basement) 100 times worse with their lack of integrity, respect, billing, horrible customer service and shoddy work. Save your money, time and headaches and hire anyone but Polestar.

Brandon gave a very thorough maintenance check on our HVAC system. He also showed further maintenance instructions to get the best performance of our systems

We recently had a new furnace installed with a whole home humidifier. Our humidity in the house what’s dropping so I CALLED Polestar to come back out and have a look. Larry, the technician quickly identified the problem and was only here about 20 minutes. He was very knowledgeable about the system and explained everything that was going on with the new system in great detail including internal pictures and video that supported his diagnosis. He was very thorough and curtsies and Polestar is lucky to have such a great employee.

Larry from Polestar recently completed our annual heating system maintenance.

He was very professional, courteous and trustworthy as well as extremely knowledgeable about our furnace. He explained all of his technical findings and performed the necessary furnace adjustments.

I would highly recommend Larry and The Polestar Team for all of your HVAC requirements!!