Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Follow-up of prior **************** cast iron boiler was installed 1/27/******* noted previously Polar demanded full payment prior completion of work after having already received 50% down payment cash via debit card. On the first day of install as noted they capped four radiators which weigh a ton. They did not remove the radiators and did it propose any replacement for the radiators that were removed/capped. They charged 300 dollars per radiators. We they final returned they told use an additional pipe needed to be repaired at a cost of 1100. After the repair they stated they were not able to start the new boiler because they found another leak. They then requested payment for the so called repair and then stated they still had our debit card info on file, could they charge the card? They were told in no uncertain terms they could not as the furnace still was not up and running. . They then submitted an Unauthorized Charge to our debit card for the 1100. We contacted the *********************** to report these issues and they basically submitted a false statement that they were no responsible for any issues and that they I had properly installed the boiler. They were asked to refund the cost of the boiler >6k and told the boiler had been removed as the boiler system was deemed not viable for at least three other boiler companies. They never returned emailsnor calls in mid subzero weather on the home of an 83 year old widow and basically said tough luck. We had had to incur additional costs to install hvac and are basically heating and cooling the boiler they installed . Worst customer service *** ever experienced. They even had the audacity to say when they were responding they couldnt come out because the weather was so extreme. Stay clear of this company not an ethical backbone to be found. We have stated they could pick the boiler at their convenience as all we are doing is heating and cooling it. Photos of the turmoil

  

  Business Response

  Date: 06/16/2025

  This does not reflect what happened. Polar went out for an estimate and offered to do the work immediately!  She choose to wait after being informed that her pipes were going to freeze. She waited to do the work and of course her pipes froze and now she is blaming us. she has multiple leeks.  We would be willing to come out and pressure test the system and try and find any remaining leeks at no charge and give her a discounted price on the final repairs. We feel bad for her, but we did not create the mess. She did by waiting to replace the boiler and with the help of Mother nature.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been a major problem for 2 years. I have 2 small children & when I tell you I havent slept in 2 years, its not an exaggeration. My children wake up screaming every time they hear the knocking. I turn the boiler off during nap time to get some peace. Id rather have them take the boiler out, give me $11k back and plug in electric heaters. Worse experience of my life. This is our 7th year in our home. We received a new boiler, with installation September 18, 2023. Since that day we have been hearing a loud banging/knockingknocking. The knocking is coming from the main steam pipe in the boiler. We called the company to notify them and have been going back/forth every since. YES, TWO ******* NOW!I have repeatedly called them, theyve sent someone out to bandaid the problem. End of 2024 when we were fed up, they finally sent men over to repipe the boiler, after 24 hours, STILL KNOCKING!After they told me I needed to replace all the radiators in my home to fix it. Why has the knocking never happened prior? Coincidence that it happened when new boiler was installed? Ive called other companies in the interim to get three ***************** all telling me the main steam header needs replacing. After fighting with them to come check it out, they came 4/11/2025. Review the engineer from the boiler manufacturer agreed repiping needed to be ******. ***** told my husband they would be in contact to set something up Monday. Sent email to confirm with **** install manager, who agreed. Monday came, **** told me EOW. EOW, 4/18/2025, no word. I call ************* on vacation with the owner. Call 4/21/2025, refuses to take my calls, put on hold for over ******************************************************************************************** they dont know whats going on. Surely its not their fault. I dont understand why were not getting answers? Email no response. 4/22/2025, my husband tries to call and get a hold of ****/*****, doesnt get to speak with anyone

  

  Business Response

  Date: 05/15/2025

  This is completely inaccurate. We had the system inspected by a 30-year veteran of the company with over 300 installs. A distributor rep in charge of warranty issues for ******** and a liscenced engineer from Crown boiler and all three said it was perfectly installed and took measurements of the pipes to triple verify.  They closed the doors and barred the **** from checking the radiators and the steam traps along with lying about who did the steam trap work and a false claim about an engineer report that was BS.  We firmly believe the problem is with the steam traps and not the boiler install. We would be happy to provide them with the number of an independent engineer. They need to have someone took at their steam traps. That is the problem not our boiler installation. I will forward them an independent engineer if they would like and if he finds we did anything wrong I will pay his fee and make the corrections immediately if not they owe us several service charges. They have to let him examine the radiators and the steam traps.

   

   

   

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently had to replace a boiler due to a gas leak and carbon monoxide leak diagnosed by peoples gas. Peoples Gas turned the main gas line off to the residence. Polar heating was one of several companies, we obtained estimates from for replacement of the boiler. We selected polar for the boiler replacement which was done on 1/27/25. During the install it was confirmed that that several radiators were damaged due to frozen pipes. Polar recommended capping the radiators to address. This is essentially removing them. There were four capped. We were told this would allow them to finalize the install of the boiler. Please note prior to install. Polar requested 50% payment prior to install and would not install the new boiler until the remaining 50% was paid a total of $10,000. After the boiler was placed & radiators were capped it was noted that a pipe behind the dishwasher had burst. Polar discontinued the installation of the boiler, so the pipe could be repaired. We paid an independent plumbing company to perform the repair. Polar returned to perform the final install when it was discovered that a pipe on one of the capped radiators was damaged. They aborted the installation and stated they could repair it for additional $800 but needed to reschedule. We made several attempts to have them return for repair completion, however they refused to schedule on the weekend or evenings. This despite advertising they provide emergency services. They stated they could only come weekdays after 9am when we are working. When they finally did come the individual who came arrived without supplies to perform the repair and canceled the visit stating he would return on 2/17. This am 2/17/25 we called polar for eta of arrival and were told we were scheduled for 2/19. They were fully aware we scheduled on a federal holiday, so we didnt have to take off any additional days from work. We insisted that they provide service asap with subzero weather ahead

  

  Business Response

  Date: 02/18/2025

  We have tried to schedule this 3 times. Please call to confirm your appointment.  Monday to 

  Friday 8:00 to 9:00 am. If you would like to use another company, we understand.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They installed a new Furnace and A/C unit on 7/12/2019. At that time I advised the Manager, I did not think the exhaust pipe was properly sized. He stated will not be a problem in the future. Should have been 3 inch all the way and not reduced to 2 inch when exiting the house. Two days ago on 1/21/2025 the furnace stopped working due to the exhaust pipe not sized correctly at time of install. I Paid $347.80 yesterday to another company to correct the problem. I talk to Angle (manager at Polar) today 1/23/2025 and asked if they would cover at least $100 of the $347. He refused to help in any way.

  

  Business Response

  Date: 01/26/2025

  I am very sorry they were taken advantage of by a company that does not understand the furnace installed. The company was either ignorant on the proper install procedures or was trying to get extra service money from them. They can call and ask for our lead service tech *****. If they look in their owner's manual that was left with the furnace, they will see that Rheem requires the *** to be reduced down prior to going out of the structure to increase the velocity of the flue gasses. I wish they would have called us for the service call.  They should show the manual to the other company and demand a full refund for the improper repair!

   

   

   

   

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately April 27,2024 we had a new CA ********** handler installed. First week of June a loud fog horn sound kept happening. When we finally figured out it was coming from outside AC unit I called the # for repair. They advertise 24/7 service - not true. If all you get is an answering machine & no call back that's POOR customer service. So far we have had 3 people out to fix it & still has the problem. We paid $9500. plus they said i needed electric work whick cost additional $425 to an electrician. Our old unit ran fine with the electric we had.Must be defective if they can't correct it & makes me feel this unit will not last as long as it should. I was told by the last customer service manager on the phone he would talk to the owner of the company. I don't believe that ever happened. That person came out & did something to the unit but it still has the problem. I have a video I made to record the "horn noise " so they would believe me. My *********** are seniors & that amount of money is nothing to sneeze at. The frustration level & stress this is causing is ridiculous. They have our money & don't seem to be concerned about what we are experiencing. I have texted the service manager & left numerous message at the office with no response from them. They chose to ignore me. I do have documents & also an audio to prove what the noise sounds like buf don't know how to forward to you but Polar has it too.This is my first step outside of talking with them. Next will be small claims court. I appreciate any help you can give me. We spent $9500. My email is **********************

  

  Business Response

  Date: 08/08/2024

  I believe this matter was resolved.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22050232
  
  I am rejecting this response because:Just received BBB letter yesterday Aug.12th. It says Polar thinks this is resolved. Other than that they FINALLY  contacted me & sent out repair person, it's not fixed. No one of any authority there has talked to us as to what would be an acceptable resolution. We have sat home 5 or 6 different times waiting for them to come out, spent lots of aggravated times on the phone & been inconvenienced plenty. We'll admit that the last 2 times they were out they really tried to figure it out with no luck but that shouldn't mean we're stuck with the problem & hassle & that's it. If we're stuck with it then they are going to give a partial refund & no charges for service, if its needed,for the next few years.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/16/2024

  We have been out several times. The noise does not seem to be coming from our equipment, but we continue to investigate.  If need be wee will get a Rheem engineer out. Every time we come out the noise is not present.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22050232
  
  I am rejecting this response because: the problem still exists. Don't think they have considered that maybe it's installed wrong. They believe it's a vibration making the noise but have not found why. This has caused us stress & anxiety, not to mention the wasted time waiting for them to show up & NOT resolve the problem. Imagine an unpleasant noise that is on & off sounding off right next to you. It's like torture. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Polar on 05 Feb. 2024. They were to remove and install a new furnace in my home. They removed the old furnace, which was ****** BTU, and replaced it with a furnace that was, according to them ****** BTU. I say according because there is nothing in the paperwork I received nor on the furnace that indicates that. I am 83 years old and don't know anything about furnaces, and I'm certain Polar took advantage of me. I stopped payment on the check, and had my son call and inquire why a smaller unit was installed. Polar sent a repairman to my home and he told me nothing was wrong with the smaller furnace, and that I was just old and cold. He demanded payment, since I had cancelled payment on the check. I asked if I could call my son so he may speak with him. ****, said I don't want to talk to your son, he's not on the contract. I asked if he could wait outside while I called my son, he stated he wasn't going anywhere until he got his money. He sat on the floor in my utility room, crossed his legs, and stated he wasn't leaving until he got paid. So after almost thirty minutes of pleading with this man to leave , I paid him because I was frightened and intimidated.

  

  Business Response

  Date: 03/12/2024

  We appreciate the opportunity to address the concerns raised by ************************** regarding the recent furnace installation at her residence. Our commitment to transparency and customer satisfaction remains our top priority.
  
  
  On February 5th, 2024, Polar Heating and Air Conditioning provided ************* with a comprehensive in-person estimate conducted by *****************, our service manager. ***** meticulously reviewed the sizing requirements with *************, performing a detailed "Load Calculation" to ensure the suitability of the furnace for her home. Both the *** specifications were clearly outlined in the estimate and contract documentation provided to *************, and she had ample time to review these details with her son before proceeding with the installation. Later that evening, after talking to her son, she decided to move forward with the installation of the furnace.
  
  
  The furnace installation, carried out on February 7th, was executed in strict adherence to all manufacturers' specifications and city codes. We take pride in delivering quality service and maintaining ethical standards throughout our operations.
  
  
  Subsequent to the installation, on February 13th, ************* reported insufficient heat. **************, **********, promptly visited her residence and identified that the thermostat was set to 66 degrees. After reviewing the installation, **** confirmed its correctness and advised ************* to adjust the thermostat. He also increased the temperature to 71 degrees. Since then, we have not received any further communication from *************.
  
  
  Regarding the incident surrounding the payment, we want to clarify that **** did not engage in intimidation or "Strong Arming." His brief seated position was a necessary measure, given his height, to conduct a thorough assessment of the furnace's operation. He did not call the client by any names such as Old and Cold. It simply isnt true.
  
  
  To substantiate our claims, we have attached copies of the contract clearly indicating the *** specifications and the Load Calculation, affirming the accurate sizing of the furnace.
  
  
  It is unfortunate that ************* has expressed dissatisfaction, and we sincerely regret any discomfort she may have experienced. We remain committed to addressing any legitimate concerns and ensuring the satisfaction of our customers.
  
  
  We firmly stand by the ethical standards and codes that govern our industry. We believe that our diligent efforts in providing a quality installation merit fair compensation.
  
  Should you require any further information or clarification, please feel free to contact us directly at [your contact information].
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ***************************
  General Manager
  Polar Heating and Air Conditioning
  ************
  Your BBB Case Number: 21369102

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21369102
  
  I am rejecting this response because: I didn't speak to my son as he was at work and I couldn't reach him so I made the decision on my own. ***** took out a ****** but furnace and put in a ****** btu furnace which is low fire and doesn't heat sufficiently. After installation on 2/7/2024; I stopped payment on check #**** because I was dissatisfied with the performance of the furnace,  when **** came on 2/13/2024 he refused to leave unless I paid him $2900 balance. I asked him to wait in car and he refused,  i'm a senior and his refusal tol leave was frightening aand intimating, so  i was forced to pay. I told him would paid the balance after I received my warranty and registration. **** told me just turn up the thermostat as "I'm was probably  jusr  old and cold".  I never signed a contract on 2/5/2024, the first paper I signed was on 2/7/2024  upon installation. To date I have never received a written contract, I don't know what the terms and conditions  are, nor what my rights are.  Polar keeps photocopying  the estimate of 2/5/2024 and using it for everything, because I never signed a written contract. 

  Fr
  
  *********************************************

  

  Business Response

  Date: 03/19/2024

  Dear **************************,
  
  
  Thank you for your continued communication regarding your recent experience with Polar Heating and Air Conditioning. We appreciate the opportunity to address your concerns once again.
  
  Upon reviewing your response, we understand that there are still unresolved issues that need clarification. Please allow us to provide further insight into the matters you have raised.
  
  Regarding the installation of the furnace, ***** (the Service Manager) was out to your house on February 5th, 2024. He gave you an estimate and you said that you needed to compare to other estimates and talk to your son. A few hours later, you called *****, gave him a deposit/down payment towards the installation of the furnace and then scheduled the installation for February 7th, 2024. We assumed you performed all due diligence between the time you received your estimate and the time you called ***** and accepted his bid.
  
  However, we want to assure you that the specifications, including the *** rating, were clearly outlined in the estimate provided to you on February 5th, 2024. Please refer to the previously attached original estimate where it clearly states *** rating and manufacturer. The performance of the installed equipment has been checked and re-checked and is in proper working order according to all factory specifications. It is in proper working order and sized correctly. Please see previous attached Load Calculation showing correct sizing.
  
  We regret any dissatisfaction you feel you have experienced with the performance of the furnace. Our goal is always to ensure the comfort and satisfaction of our customers. We apologize if the furnace did not meet your expectations, and we remain committed to addressing any legitimate issues you may have and are always here to assist. The furnace is properly sized and installed. It might work differently than what you are used to on your older furnace, but the newer equipment is more efficient and has been determined by our Service Manager and Technician to work according to all factory specifications.
  
  Regarding the payment matter with **************, ****, we apologize for any discomfort you may have felt during your interaction. Please be assured that our technicians are trained to handle such situations with professionalism and respect for our customers. **** is a very gentle person and is anything but intimidating. Clients very much like his low key, non-pressure, professional approach. He might not be a fit for you so in the future, if you have an issue, we can send someone else out to your home if you need assistance and are uncomfortable with ****.
  
  We remain committed to resolving this matter to your satisfaction and appreciate your patience as we work to address your concerns. Should you have any further questions or require assistance, please do not hesitate to contact us directly.
  
  Sincerely,
  
  ***************************
  General Manager
  Polar Heating and Air Conditioning
  ************
  BBB Case Number: #********

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21369102
  
  I am rejecting this response because:On March 19, 2024 my son spoke with ***************************, General Manager, Polar Heating, on my behalf.  ******************* inferred that I was either lying or confused.  I don't have dementia so there is no confusion on my part.  I am not lying when I say that **** sat on my utility room floor, per instruction from Corporate, as he was on the phone with them the whole time and he was instructed not to leave until he got the check, because I had stopped payment on an earlier check because I was dissatisfied with the furnace and the way I was treated. 

  I am over 75 years old, of small statute, of course, I was intimidated and frightened by ****'s demeanor, his refusal to leave my home, his size and the rude remake he  made about me.

  Let me be clear, I am not at all satisfied with the furnace nor with the way **** treated me.  I am even more dissatisfied with Polar's response regarding the matter.

• Initial Complaint

  Date:07/27/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Polar Heating and Air replaced a defective furnace blower motor that was covered under warranty. It took the technician one hour to install the new motor and they charged me $1200 just for labor. I believe that even though the motor was covered under the warranty the contractor included the motor cost into the labor. I believe they took advantage of my situation because my regular HVAC company was not an authorized Rheem contractor and couldn't get the motor for several months. I called Polar Heating because they were the nearest Rheem distributor. My research after the fact indicates that just the labor to replace this motor should be in the $250 to $500 range. I hope they don't always treat their new customers this way.

  

  Business Response

  Date: 07/27/2023

  We were not the original installing contractor and we had to pay for the Moter. We quoted you the price and then had to pay for and wait for the Moter to be delivered to our shop as it was not a stock order. If you wanted to have the installing contractor do the job for you, you had plenty of time to price shop or wait for the contractor who would not answer your call install the *************.  We also had to pay for expedited shipping. We feel your original contractor took you for a ride and you are taking it out on us.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20383336
  
  I am rejecting this response because: the original installer is no longer in business. The motor is under warranty with Rheem, not ************************. Rheem should reimburse you for the motor costs. Not me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/07/2023

  Please do not shoot the messenger. You tried 3 other companies and they all told you it would be months until they got the part and none of them were willing to eat the cost of the part. Your mistake was going with a fly bi night company to do the install.  You were given a price by us and you told us to go s**** our selfs. After calling other contractors who would not or could not help you you called us back and apologized for your rude behavior an pleaded with us to do the work for you at the agreed upon price, then after it is fixed you try and beat us out of our very fair fee.  Please find another company in the future. We wish you well and would be willing to go to arbitration if that is your wish.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20383336
  
  I am rejecting this response because:
  

  I did not try 3 companies before contacting you. Only 1 and since they were not an authorized Rheem dealer, they suggested I contact you. I did not have this furnace installed by "a fly by night company" as you suggest. That company had been in business for many years and had done installations in my other houses. The company closed when the owner finally retired. I NEVER told you to "go s**** yourself". I only stated that the price was outrageously high. I never apologized to anyone there or pleaded for you to do the work. I needed the furnace repaired and thought you were going to be the fastest. On what planet do you believe $1200 labor for replacing a furnace blower motor is a "very fair fee"?

  I also find it suspicious that RUUD/RHEEM customer service did not have a warranty claim for the motor. They suggested that your company submit a claim and they will pay. Then you can reimburse me for it.

  I can't believe you treat all your customers with this much disrespect. Especially new ones. Maybe arbitration but I'm thinking more in line of small claims court. Please reimburse me for the cost of the motor that was under warranty.
  Regards,
  
  ***************************

  

  Business Response

  Date: 08/07/2023

  His version of the facts is not correct. he should have waited 3 months and gone with one of the other companies. Please let us know if he would like to go to arbitration. he has made complaints on several other sites and is threatening small claims court. He needs to pick his spot. He CXLD and then called us back knowing that after we paid for the part and then installed it in the middle of a heat wave he was going to try and bully us into a refund. We are not *****, we did not install the original equipment and we quoted him the price twice before we did the work! He knew exactly the cost before he asked us for the second time, after initially telling us to go s**** ourselves, to please get the part for him and install it. Why did he have us install the part knowing very well the cost, if he was going to complain to us after? He should file a complaint against Rheem or the original contractor or the other companies that could not get the part for him, not us. We had to search the whole country and had to pay for expedited shipping and had to send one back because it was damaged and track down a second one and once again pay for expedited shipping in the middle of a heat wave and had to pay for both motors and expediting shipping twice.  We have not been reimbursed for the Moter yet as far as I am aware. If we do get reimbursed good for us.

  Customer Answer

  Date: 08/07/2023

   
  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. Even though Polar Heating charged an outrageous price for labor ($1200 for 1 hour) and did not honor the Rheem warranty for the parts they would probably win in an arbitration due to the contract I signed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Service Call on 06 April 2023 ************** arrived He stated: my motor stopped working, and the 10-year warranty expired in 2019. My heat went out in the middle of the night, so it was very cold by the time ************** arrived. He said he didn't have a motor in the service van, and he had to go get one which was 30 mins away. The total cost will be $1,000.00 dollars. He left and returned with a box. About *********************************************** a bill for $1,069.00 dollars. I immediately asked about the price of the part and service call. He replied if I don't pay he will go and take the part out of the furance. I replied I am asking how did you come up with this total, there is no explanation on the bill. I don't know what I am Paying for? how much is the Part. He said $469.00 it came from ************************** I said what about the other $600.00 dollars? I said I have been with this Company since 2009 , servicing my system for years also this is the company that but my York Furnace and air conditioning system in my house in 2009, This is My 3rd Motor Replacement. Now I have to pay over one thousand dollars for a 90 day warranty not 10 year warranty. I called the office the next day spoke to ************** he said , he couldn't explain the total charges but that's the final bill and he can only give me 2 free service calls and he would email me his final resolution because they can't refund me any money. As of today's date and time no Email concerning this Over Charges. When I looked up the part the cost was $297.00-$307.00. I am not understanding why they would over charge me for part and services. I asked is this company under ************** no reply. This is my first complaint with this company and their services. I have been a very loyal customer for 14 year's. I would appreciate any assistance in this matter. Thank You

  

  Business Response

  Date: 04/17/2023

  I am sorry ***************** was not happy with the price. The above-mentioned price was far below what we paid for the part. She was told the price and was given over 24 hrs. to change her mind. She could have called another company or ordered the part off of the internet and fixed it herself. We cannot keep our doors open if we charge less than it cost us to install the part. In an effort to try and resolve the issue with her we would be willing to give her a free years' worth of maintenance or give her a credit for what she paid for the part towards a new furnace with a new 10-year warranty provided she bought the new furnace with us.  The furnace was installed by a different company and though York was a good brand at one time Polar has never installed that brand becouse of the expensive and hard to get parts and its poor quality in our opinion. 

  Customer Answer

  Date: 05/08/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  
  

  I would like to Re- Open My Case # ******** As of Today's Date and Time. Know One has Reach Out to Me regarding My Complaint  from Polar Heating & Air Conditioning ******* of **** Charges and Offer Any Resolution.  I was never given a Option of 24hrs. To make any decisions that was said by ***************  I was Informed by the ************************ that if I didn't pay he would Remove the Motor after it was already Installed.  So Because I am Caring  for My Elderly Disabled Mother I could not have the Technician Removed the Motor

  
  

  
  

  
  

  
  

  
  

  
  
  
  
  
  Part do to the House was Very Cold. I am Enclosing Two  Different Companies with less Price for the Same  Part...! Also I am Very Disappointed with why  Know One can Explain the Other $ ****** After the Part Cost. I never Seen the New Part and I was not given the Old Part.  I Also Called Another ******* and asked about the Cost of the Part. They said for Part Number #************ for York ********************* the Cost is $392.99..!  As a Customer Since 2009 this is Very Unfair. 
  
  

  Sent from AT&T Yahoo Mail on Android

  
  

  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/08/2023

  I am not going to match a part price off of Amazon. Thats crazy.  I think we offered her two reasonable concessions and explained our position as best we could. I would still like to offer her either of the two options in the first response or we can just agree to disagree and Polar would be willing to go through arbitration.  If that is her choice, please notify ** and let ** know the date and if she paid her arbitration fee in full.

   

   

  Customer Answer

  Date: 05/10/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called this company out on 12/08/2022 to give as stated free estimate for new customer for repairs on my Boiler. The Technician *** came out and told me what I would need. So I told him fine when can you get this done. He said the next day Friday 12/09/2022, so I said fine.So we go back upstairs, he is leaving but before he leaves he said you owe me*****. I told him it a lie when I called they said it was free.I told him on your truck it states ***** then why you charging me *****. But what really got me when he had no receipt for my money. He took my email and said he would mail it. But that didnt happen so I called the about 10 times and I guess they got in touch with him and he called. So he told me if I get the work done he would substrates from the price of the repairs.This is what send a Red Flag he said I need to give him a credit card number over the phone for a down payment on the parts. I said what, you didnt tell me this yesterday. I said you a scammer. Try talking to the office they said they would get back to me, but never did. So I am a Senior on a fixed income, and will not be taken for a fool. Want my money back from the company. Give me my money back. This is wrong,

  

  Business Response

  Date: 12/12/2022

  This is the daughter who is not the person we were dealing with. Her mother has no problem with us and asked us not to speak to the daughter. The daughter has called in several times and pretended to be the mother. Her version of events is totally inaccurate.    Polar did a service call, charged for showing up and delivering an accurate diagnostic for the existing problems at the time. We offered a very fair price to repair the problems in a timely manner and even offered to discount the repair by deducting the diagnostic fee.    We wish them well but feel the daughter is out of line. We would still be happy to work with the mother and complete the minor repair if she would like us. Our only condition is that the daughter stay away from us and has no involvement going forward.  If that is not satisfactory we would be glad to submit to arbitration and let an abritor decide.                                                                                                                                        

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18552535
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************