Business ProfileforPolar Bear Cooling & Heating, LLC

We have a warranty thru *******/***** and were in need of of new blower motor which was under warranty. Called polar Bear and a tech came out looked at the unit and we were told that the warranty company was not handling any warranty work until November 1st. The tech temporary by- passed the motor so we would have a/c. When we called the office after the 1st we were told .it would take two weeks the motor is on back order. I started checking with Amana to see if the part was available, is was not., checking on line thru supply houses I found the motor, but we waited on Polar Bear to get the part so we would still have the warranty. In the meantime the a/c quit working. Had to move a bed into the living room so the a/c unit we had cooled would the area. Contacted company again and was told that it was still on back order but we could have a motor for $620.00 but no warranty. On November 28th they had a motor and scheduled an install on the 29th. When we received a invoice for labor i was totally shocked. They charged $420.00 for installation, the Tech was here less than one hour, $40.00 for gas due to inflation, drive up for first hour $90.00 ,one hour, for filling out the warranty papers, three hours for drive time to pick up the part at a distribution center. for a total of $420.00 The first invoice that they sent was just showing the $420.00 which stated it was for the motor. I call the office for the clarification and was told that was labor charges. I received the breakdown on the second invoice. Call the the department manage indicated that this was the charge and would not budge off it. We offered to pay for two hours which he rejected. I could have purchased the motor for less then the Labor charges and it would have been shipped directly to my home. We did not purchase the unit because our unit is only 2 years old and the warranty would have been voided.

On 10/11/2022, we came out and found the motor to be faulty, likely caused by the most recent hurricane Ian. During this time the manufacturer was not covering parts under warranty per their contract, acts of nature are not covered. Unfortunately this part was also on backorder with the manufacturer so we offered one of our "rescue motors" for $620 in order to get the system going quicker, which was refused. You may have found the original part from a different supplier on the internet, however in this case we would not be able to get it under warranty which would defeat your purpose of waiting.

On 11/29/2022, we finally received the motor from the manufacturer and swiftly scheduled the repair. After our repair you were given the bill of $420, this is the fixed price we charge for labor on that particular type of job. As listed on our website, we charge hourly for diagnostics and minor repairs, however for bigger components we have fixed prices as sometimes they take much longer, sometimes they're quicker to replace.

Although our component repairs all have fixed pricing, over the phone you requested a breakdown of the cost which we provided. The breakdown included a fuel sur-charge, trip fee, warranty fee, hourly rate, and the logistics in acquiring the part.

We spend a lot of time researching the local HVAC market to stay competitive with our pricing, although we'd like to preform our services at a loss, it's just not something we are able to do and stay afloat.

Polar Bear warranty charges for replacement of a Motor Under the warranty is ridiculous. Technician replaced the motor in 30 minutes. I have used Polar Bear in the pass and had outstanding service and have recommended them to my friends. Company was sold because of the owners declining health. new owner seems intent on over pricing. Normal charges are $150.00--$300.00 per on line research. I don't mind paying for 2 hours labor and travel time plus $20.00 for fuel and surcharge. Total $220.00. Having worked in the property management field for over 30 years I have never experiences such overpricing.