ComplaintsforPolestar Plumbing, Heating & Air Conditioning

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a phone call from Poestar after searching for an air conditioning company to take a look at two vents in my basement. The following day comfort advisor **** ***** arrived. He was dressed like a sales person rather than a technician. He immediately asked to take a look at my furnace. After opening the front cover he claimed that my furnace was dangerous. Next he looked at my water heater and said it looked like it was ready to explode. He claimed that both the furnace and the water heater needed to be replaced immediately. Next he said that it would make sense to replace my air conditioner at the same time. He said my home was too humid and a larger capacity unit would make a huge difference (my current unit was a 3.5 ton). He gave me an estimate for $8,900 that included the water heater, the furnace and a Rheem 4 ton 13 SEER single stage AC. I told him that $8,900 was a lot of money and I would have to think about it. He explained that I could finance the equipment through their 3rd party finance company (Service Finance Center). I told him I would need to think about it. He left and then returned to my home about 15 minutes later stating that he had spoken to his manager and gotten permission to sell me the same equipment for $8,200 in order to 'help me out'. Once again he insisted that both the furnace and the hot water heater needed to be replaced immediately for my safety. I agreed to purchase the equipment and finance it through Service Finance Center. Later, after careful examination of the contract I noticed that the description of the AC on the contract was slightly different than the description on the estimate. The contract said 13 SEER Single Stage AC. He purposely left out the capacity in order to confuse me. Furthermore, **** did not examine my duct work during his inspection. Two days later Polestar's technicians installed the equipment including a 3 ton air conditioning unit and I haven't had any air conditioning on my bedroom level since.

  

  Business response

  07/27/2022

  There was a 3 ton AC in the home since 2005. We did the installation over a year ago and went back with the same size unit that was there before. We have already offered resolution to this customer. We stated that we would come out for no charge and change out the 3 ton AC and install a 4 ton AC.

  Customer response

  08/01/2022

  I'm not satisfied with this response. My previous air conditioner was a 3.5 Ton unit. The agreement with Polestar was for a 4 Ton unit. Polestar installed a 3 Ton instead. Polestar did offer to correct the problem by installing  a 4 Ton air  conditioner only after I got an attorney involved and only if I agreed to take down my complaints to: KMBC 9 News, The Service Finance Center, The Johnson County District Attorney's Office and Home Advisor. I feel it is unethical for them to require me to take down my complaints. I have documentation of this demand in the form of an email from their attorney to mine,  and am happy to provide it with my attorney's permission. 

  

  Business response

  08/01/2022

  We have documentation that your old AC that was from 2005 is a 3 ton. We are more than happy to send over that documentation. You had a 3 ton 2005 AC and we replaced it with a 3 ton AC. The agreement on the estimate was not for a 4 ton. It was for a 3 ton. We are willing to go out to your home for no charge and replace it with a 4 ton AC. Thank you.

  Customer response

  08/03/2022

  I do not accept Polestar Plumbing, Heating & Air Conditionings response to my complaint (k#********) for the following reasons: 
  . In regard to the estimate. I have attached a copy of my estimate to this email and it clearly states that Polestar agreed to install a 4 Ton air conditioning unit. 
  . In regard to my previous email. I would love to see the documentation Polestar claims to have for my previous air conditioning unit, which they claim was installed in 2005, as I did not purchase an air conditioning unit that year. 
  
  . In regard to the 4 Ton air conditioning unit Polestar offered to install. I will only accept it under the following conditions.
  1. I will not be obligated to revoke any of my complaints made to:
  . KNBC 9 News
  . The Service Finance Center
  . Home Advisor
  . The Johnson County District Attorney's Office
  . The Better Business Bureau
  
  2. Polestar agrees to place a new 4 Ton air conditioner in my garage for the company of my choice to install. Under no circumstances will anyone from Polestar Plumbing, Heating, & Air Conditioning be permitted in my home (with the exception of the garage) or be permitted to touch any of my existing equipment. 

  

  Business response

  08/03/2022

  Please see attached two different pictures taken at your home of the AC unit that was there before we did the install. There is a far away picture of the Ruud AC. Then there is a close up of the model plate showing that it was a 3 Ton AC from 2005 that was there before we did the installation.

  
  Following up on the estimate portion, the PDF you have attached was the first estimate that was created, which showed a 4 Ton AC at a greater price. Then through follow-up later that day with the Comfort Advisor, the estimate was changed to a 3 Ton AC price, in which there was a significant price decrease because of it. Then you signed the estimate for the 3 Ton AC. The estimates have to be signed via e-sign for your signature. The estimate you signed was for a 3 Ton AC at a lower price. The estimate that was not signed is the one you have uploaded. Once again, we will come out at no charge and replace the AC with a 4 ton, but before doing so, you will need to remove the negative comments made online. Thanks.

  Customer response

  08/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  **** *******

  To begin the photograph Polestar provided of an air conditioning label for a 2005 unit is not a photograph of my unit. Prior to Polestar's installation (June 2021) the only other air conditioner I purchased was in 1996 and it was a Rheem air conditioner not the brand listed on the label in their photo. I contacted the Johnson County Building Permit Department and obtained a report of all of the hvac systems purchased in my zip code between 2004-2009 and their is nothing listed for my address. The case # for this report is ********. I am not able to download the report but would be happy to forward the email so a BBB representative can read the report and verify that I did not purchase an air conditioner any time between 2004-2009. While the size of my previous air conditioning unit doesn't have anything to do with this case, I would like to use this report as evidence that once again Polestar was being dishonest. 

   

  I've also attached a copy of the invoice. Please read it carefully and notice that the contract does not say 3 Ton air conditioner. It does not list the number of Tons. That is because **** ***** purposely deleted  4 Ton from the agreement and left it blank in an effort to deceive me. If I had agreed to a 3 Ton unit he would have included that verbiage on the contract, but I had not. **** insisted I would receive all of the same equipment on the original estimate for a lower price. -In his words 'To help me out'. The only reason why I purchased the new air conditioner was because **** said mine was undersized and needed to replaced with a 4 Ton. Once again ****, who represents Polestar was extremely dishonest. 

   

  Also, the contract says that 100% satisfaction is guaranteed. Please not that I did not sign the line on the contract that signifies customer satisfaction. 

   

  In regard to my complaints. I will not remove them as they are all truthful and valid. I should not have to remove any of my complaints in order to receive what Polestar was originally contracted to provide, a 4 Ton air conditioning unit and 100% satisfaction. Furthermore, I taking down these complaints would be unethical as other consumers need to be aware of the ordeal that this company put me through which includes two very hot summers without air conditioning, legal expenses, and threats from their finance company to destroy my credit. 

   

  While I am still willing to accept a 4 Ton air conditioning unit from Polestar. I will not remove any of my complaints in exchange for one and I am not willing to allow anyone from Polestar access to my home or existing equipment. It is in 

   

  Please provide an email address that I can forward my report on Case # ******** to. 

   

  Thank you

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company charged me $650 on 8/29/20 for water leak that was inside a wall on lower level of my home. Parts were warranty for 5 years and labor 1 year. Had file this on my homeowners insurance due to furniture ceiling etc being water damaged. This company claim 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 in 8/29/2020 Call polestar this morning of the problem. First dx pee valve 2nd dx need new garbage disposal. I have new disposal and new pee valve in. Wanted to charge me for new garbage disposal when one is not needed.

  

  Business response

  03/15/2022

  see attached

  I am responding to the Complaint filed by ****** *******.
  On August 29, 2020 Ms. ******* contacted Polestar Plumbing, Inc. by telephone to set up an appointment to replace a kit stack with a new pvc pipe. The pipe extended from the lower level of her home to a pipe under the floor of her kitchen (not to a pipe under her sink).
  On March 8, 2022 Ms. ******* called us to investigate a leak under her kitchen sink. The leak appeared to be coming from either the p-trap or the garbage disposal. Ms. ******* later called us and told us that her neighbor said that the leak was coming from the shut off valve under the sink. That valve was one that we did not work on nor did we touch in any way.
  Additionally, the damage from the leak under her sink caused damage to her ceiling in the lower level of her home. That area was not near the repair work we conducted on August 29, 2020.
  We were not invited back into her home to verify any of the information given to her by her neighbor. In any event, the leak was not due to the work we completed in 2020 and, therefore, not under warranty.
  Ms. ******* was not charged for the plumbing inspection on March 8, 2022.
  

  
  

  Customer response

  03/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  This company was out to make money versus finding the problem. And it was not my neighbor who looked at the problem  it was another plumber who actually dx the problem and it was coming from the faucet so new faucet  was put in. First polestar stated it was a pee valve but I have a new pee valve. Then their supervisor called me and stated that it is the carbage disposal  and I have a new garbage disposal.  And wanted to charge to come back out I stead trying to find  the problem 
  Regards,
  
  ****** *******

• Initial Complaint

  01/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company came and measured for the shower and said the one I selected would fit the opening. So I went and paid for the shower kit and they picked it up on 12/31/2021. They took out the tile and sheet rock and cut a 4 foot long slice through the master bedroom wall and punched to large holes in it. I got a call on my cell about the damage and they said they would have it repaired. They put some mud on it with no tape. They installed the shower with no sub flooring under the pan, they put a few strips of wood under there, and no sheet rock on the walls so the shower walls give in anytime they are 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 that and it is bowing. The value of my home is decreased because of this mess. It looks like a bad DIY project. I am so angry, They have rescheduled twice and no showed once. I don't know why they continued to try to install the shower if it was too big. I hired a painting company and they fixed the master bedroom wall in 2 days. $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 cause of the mess in the master, that they promised to fix the same week they installed.

  

  Business response

  02/03/2022

  February 3, 2022
  
  
  ******** ***** ********* *********** ****** ******** ****** ** ******* ****** **** *************************
  
  RE:  Complaint- ****** ** ******                             **** ************ ******                             ************ ** *****
  Dear Ms. *****:

  
  I am responding to the Complaint filed by ****** ** ******.
  On December 23, 2021 Ms. ****** contacted Polestar Plumbing, Inc. by telephone to set up an appointment to remove an old tub and replace it with a customer provided shower kit. Two of our Comfort Advisors met with Ms. ****** on December 27, 2021. One of the Comfort Advisors offered her a Polestar shower kit option but Ms. ****** informed him that she preferred to pick one out from ********. The Comfort Advisors provided a quote for:
  Demolishing and removing old tile, tub, and shower valve. Installing a new customer supplied stud mounted walk-in shower wall kit in addition to a customer supplied shower valve and trim kit; and
  Removing and disposing of all trash and debris.

  
             The quote clearly stated that Polestar Plumbing, Inc. is not responsible for any tile, flooring, paint, or any work outside of the scope of the work mentioned above. In fact, our lead plumbing technician informed Ms. ****** that the show kit she purchased would not fit the space and would extend beyond her existing wall. Ms. ****** told our technician that she was fine with that and that she would have the extension, drywall and trim work completed by someone else other than a Polestar Plumbing technician.   
  Ms. ****** signed the quote knowing that our technicians would not be performing any of the finish work. The job was scheduled to be performed on December 31, 2021. Two of our plumbing technicians were dispatched to perform the tub and shower valve demolition. During the demolition, one of the technicians inadvertently cut through the shower wall with a sawzall, causing damage to the bedroom wall. Both technicians were pulled from the job at 12:30 p.m. and three other technicians were dispatched to complete the contractual work.
  Our plumbing manager, contacted Ms. ****** by telephone on December 31, 2021 to discuss the plan to repair the bedroom wall. The manager sent our drywall technician out on January 4, 2022 to begin the sheetrock repair. Since the work (mud and tape) had to cure, the manager scheduled the technician out again on January 10, 2012 to continue with the repair work.  Unfortunately, due to an emergency, the manager had to cancel that appointment. This appointment was rescheduled for January 11, 2022; however, Ms. ****** was unavailable on that day so the appointment was pushed forward to January 12, 2022. It was the plan to complete the work by January 14, 2022.
  It was on January 14, 2022, Ms. ****** called us to reschedule the appointment. She informed our customer service representative that she would check her calendar and call back with a date. Ms. ****** never called back to reschedule nor has she returned our telephone calls.
  As far as Ms. ******’s claim that the shower kit was improperly installed is absolutely false.  Ms. ****** provided the shower kit which she purchased from *******. It is a “Direct to stud” kit and has thin fiberglass walls. These types of kits are not sturdy nor do they prevent push-in or echoes. With a glue-up (one that is attached to drywall) the walls are flatter, have less variance and warping. Additionally, more expensive direct-to-stud shower kits supply good transition molding. This kit did not come with good transition molding that would allow the installation of drywall that would only require a small seam to be caulked (this was outside the scope of work).  Lastly, Ms. ****** claims that we did not install a subfloor. This was never discussed, nor was it included in the scope of work. We, in fact, installed plywood to make the floor level before installing the shower kit.
  As aforesaid, Ms. ****** never returned our calls so that we could complete the finishing touches on the sheetrock and paint the bedroom wall. We completed the bathroom work according to the contract signed and accepted by Ms. ******.
  Sincerely,
  
  ***** ******
  Polestar Plumbing, Inc.

  
  
  
  

  
  

  Customer response

  02/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: I had the diagram of the shower kit and they had all the measurements, they assured me it would fit the space and I could go ahead and purchase and they would install. These kits  are made to have sheet rock behind them, I was told I would only need to finish the sheet rock and trim around the top and sides. There is not a full sub floor, only strips of wood. I received a call from them to reschedule the bedroom wall repair and I told them I had to work on Monday, and the excuse they gave me for not coming was they needed time to gather the equipment. At that point, I was done messing around and had another company do the work. This is just wrong that I could of returned the shower kit if they would have said it was not going to fit, but instead they tried to install and left me with a mess.
  
  Regards,
  
  ****** ******

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called for a service quote for AC that quit working. They came out the next day. Told my father they would send the quote and then left after collecting $90 fee to come give the quote. We never received the quote and subsequently went with a different company to fix the issue. I called to explain that we never received the quote as promised and I would like the $90 fee credited back to my fathers credit card. It took several calls and messages to finally reach someone that claimed to be the manager. He told me it would be taken care of. Months later and they still have not refunded the money for services that were never provided.

  

  Business response

  11/05/2021

  We spoke with the customer the same day that she posted this review and refunded the full amount on 10/21. We want to make sure all of our customers are satisfied.

  Customer response

  11/06/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ********* *****

*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. ↩