ComplaintsforPolar Heating & Air Conditioning

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  08/08/2024

  I believe this matter was resolved.

  Customer response

  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

  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 response

  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

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  07/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  12/12/2022

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

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Polar heating and air conditioning was called out to give a quote for repair to a business that I only worked at I do not own the business nor does my daughter unfortunately Plush *********** went out of business during Covid and never reopened later on when I try to get a loan for something I find out that Polar heating and air conditioning attached a **** to my credit Ive tried calling them spoke with them multiple times explaining that I do not own the business neither does my daughter and they wanted me to show them proof of the licensed owner of Plush salon and spa ? WHAT? I do not have because I do not own the business! Also, its OUT OF BUSINESS NOW .. they should never be able to attach a outstanding **** to Any personal employees credit! But they did it is legally wrong Ive contacted *********** I wrote letters and nothing is done. It is still on my credit, also to find out on my daughters credit **********************************. ********************************* is a ***** girl trying to start her credit and every month is getting a **** on her credit for something that was never her ****. Craziest part we were never notified of any of this. We found out a year later after we pulled our credit. the name of the business is *********** and Spa in ****** ********************************************************** it closed in December 2020 please help us with this company! Been trying to fix this for over a year

  

  Business response

  08/07/2022

  I am sorry, I could not find you in our database or in our accounts receivables. It looks like all your reviews are for ******* businesses If your review is for us please send info to ********************************************************* and I will review and respond to your email. Please attach the unpaid invoice. Was it your old business that you shut down? I am looking forward to resolving this issue with you. This is the first I have head of this.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Polar to come out a repair my A/C. I already knew what the problem was. I had a roofer do a repair and he put a nail through the line in my attic. When I made the phone call, I explained everything. What exactly was wrong, what either needed to be repaired or replaced and that it was an R22 system. The technician called me the following Wednesday before showing up at my house and when I asked him. He had no clue what need to be fixed at my house. Even though I gave the office all the info they needed. So he came out and told me that it would be cheaper to replace my A/C rather than doing the repair. So I asked him to give a quote for both the new install and the repair. He obliged and said he would, but then proceeded to charge me $100 for a diagnosis fee. A fee which nobody made me aware of before they came out. After 24 hours and multiple phone calls. The technician finally texted me some pictures of quotes. The quotes clearly stated the install was going to be $2000 more than the repair. I was completely lied to by the technician and was trying to get forced into purchasing a new system. My A/C unit is from 2016. The quote for the repair was extremely high, I had a different company come out and do it for $1500 less. Polar also was not going to warranty any of their work. Polar simply was trying to push me into buying a new system by giving bogus repair quotes and trying to lie to me about the install being cheaper. Polar charged me $100 for nothing but a headache. They didn't do anything for me or diagnose something I wasn't already aware of. I still haven't had an opportunity to speak with a manager, everytime I call polar. The customer service repair always have an excuse as to why I can't talk to him.

  

  Business response

  06/14/2022

  We are glad **************** got his issue resolved by a cheaper contractor. His unit is an older unit. it may have been installed 7 years ago but i guarantee it is a lot older than 7 years old and uses a banned refrigerant that is over $1,800 a jug if you can get it.  It was $38.00 before they banned it and started phasing it out in 2010! If it was installed in 2017 is was a factory closeout sale from the internet. I guarantee you for the price he paid ,the Service tech either stole the refrigerant from his boss or did not do a a legal reclamation according to OSHA rules and didn't inform him that his AC is probably contaminated with sulfuric acid now and if the unit has an older type compressor his cheaper repair is only delivering him about half the capacity it did when it was new from the factory.  We charge for a service call. He was to busy to be there. His wife approved the charge and signed the ****.  We do not work for free and hope he makes it through this heat wave with his cheaper fix.  If he would like under certain conditions we would be willing to go to arbitration for this once he pays the fee to the BBB let me know what dates are available please.

   

  *****,

  General manager 

  Polar Heating And air.

  Customer response

  06/16/2022

   
  Complaint: 17337210
  
  I am rejecting this response because: Regardless the age or install date of my air conditioner, I called Polar out to do a repair on my unit. When I made the call, they never told me there would be a service charge. They also never told me that they wouldn't warranty the work. This should have been told to me during the first phone call. I explained everything to them during the first phone call. I knew what was wrong with my system and I knew what needed to be repaired or replaced. I was under the impression that my system was going to be repaired the day they came out, for a reasonable and professional price. They should be upfront about their pricing and warranties prior to showing up at a customers home. Also I realize the price of R22 has become more expensive but it is approximately half the price you are claiming for a 25 lb jug. Roughly $800-$900 I have done my own research and have spoken with numerous other hvac techs. Your technician lied to me and tried to get me to sign onto a new install by telling me that a new system would be cheaper than a repair. Only after requesting a quote for both, did I realize how dishonest he was being. Even at your claimed price of $1800 a jug. You were trying to charge me $2400 for 5 lbs. Although I understand having an upcharge and labor cost. A typical jug that is bought is 25 lbs. So you are charging me $600 over the cost of the entire jug at the rate you are claiming. While you only use 1/5 of the jug. It took 24 hours and multiple phone calls to even receive my quotes. I still haven't had an opportunity to speak with ***** because his customer service team refused to let me speak to a manager after calling for over a week. Simply put, the technician did not want to do this repair because it was hard work, so he over quoted the job and lied to me about the install being cheaper. Hoping that I would agree to a new install unknowingly. They did not give me any of the quotes until after my girlfriend was asked to pay for the quote. Also I dealt with a professional and licensed hvac company who ended up doing the repair. There was no stolen refrigerant, they simply gave fair prices and did honest work. P
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Bought a air condition from polar heating & air conditioning in March **** I paid ******** for it. The first. Of having the air conditioning it broke down and they come out to service it. The next week it broke down again .All in Total it broke down 5 time since I had it . And when I call to talk to the Manager they give me a hard time Now it's a New Year and I'm still having the same problem the air conditioner is not working.and if 90? outside me and my granddaughter is in the heat So if you can help me to even get my money back or get a new air condition I just really would like to have a new air conditioner

  

  Business response

  05/12/2022

  I see we are scheduled to come to her house tomorrow. Hopefully we can resolve the issue tomorrow. Polar is responsible for the labor part of the warranty and everytime she called we have come out immediately at no charge including a time or two when the equipment was functioning properly at no charge.  She would need to talk to Rheem if she wants a refund on the equipment they are solely responsible for the equipment. We would be happy to change out the equipment if Rheem authorized it.

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