Polar Bear Air Conditioning & Heating Inc.

Polar Bear Air Conditioning and Heating Inc has been our HVAC service provider since 2013. Very professional and dependable service from the administrative office staff and service technicians. Angel and Alex are the best service technicians!!! The staff is very responsive to our needs no matter what the issue. We highly recommend them!!

Unprofessional and Rude.
1. Offered to respond same-day on the phone but then waited over the weekend to respond.
2. Wanted nearly $300 to do a diagnostic which had already been completed video'd and written up.
3. Was rude on the phone. Not interested in discussing. Hung up on me.

Dealt with Sherry... Probably wouldn't hire or recommend Polar bear to do the job if they were half the price of their competitors at this point. Good luck.

Horrible Customer Service!
I scheduled an appointment with Polar Bear Air Conditioning to come to my office building and do seasonal servicing. They confirmed the appointment. On the day of the appointment, I was called by the office manager and she notified me that the technician looked at my building and determined that he could not do the service. He didn't even come inside of the building. How unprofessional is that? Not to mention she told me that she should have known before today because based on the specs that I gave her, our unit was too big. Way to drop the ball!! I will be sure to post on every outlet possible. This was totally unacceptable.

Customer Service? EXTREMELY POOR! Polar Bear replaced my 24-year old unit with a RHEEM in June 2016 when the AC failed. The new AC worked fine. Then winter came! To heat my small townhouse between Dec. and March 2016-17 my bills were $1637. In comparison, electric bills were less than half that, $765, using the old system the previous winter! After pleading phone calls, the office manager sent a service rep out twice. The first offered ridiculous, ineffective suggestions. The second tried a potential fix, but when it didn't work, Joe, the owner, refused to speak with me, discuss possible alternatives, or answer questions. As another winter approaches, I see no recourse but to find a RHEEM rep to get this unit fixed so I can afford heat. My experience with Polar has left me disillusioned, ripped off, and angry.

Great service! Starting with the office who was accommodating and able to coordinate me with a technician in only a few hours (not sure if that is typical). Angel my technician was very pleasant and knowledgeable about my unit and was able to quickly troubleshoot and resolve the issue. Price was also reasonable and structure straightforward and explained to me. Many thanks!

Edwin and Rudulfo came by install a new HVAC/Heat Pump System and did an outstanding job. Very professional and knowledgeable. Clean efficient work and we’re very informative. If you have any heating/cooling needs be sure to call Polar Bear Air Conditioning and Heating!

Thanks to Polar Bear our old Victorian townhouse in Georgetown got a first time central AC. I am very pleased with my experience and would like to explain why. I interviewed all spectrum of companies from big to small that got on my final list. Dealing with big companies you always get a marketing person first. His only goal is to get project as big as possible. Talking to small contractor who is doing everything by himself you understand that his horizon is just small. Polar Bear does not have a marketing department and the owner of the company is a high level engineer. Very interesting point about Joe that all my questions he answered from my point of view. Like what is really better for me as an owner. To the point like "don't rush into this, you can always add it later if you will really need it". Joe designed the whole system and two teams implemented the project. I talked to both team leads and they were professional and knowledgeable. Duct work took least space possible. It was put into closets and I did not see any changes in my rooms. I inspected the whole system with Joe and did not see any problems in installation like some customers mentioned before. I saw attention to details and thinking about others who will cover it up. I appreciate couple of things Joe threw in for free without even mentioning and I would like to let him know it did not go unnoticed. Joe also spent half a day trying to wake up my old water heater after they finished AC/heat pump work not saying a word that its failure to start has nothing to do with their installation. Again, the whole experience gave me the feeling like people did it for themselves. This is the main point. If Polar Bear will continue the same business will be great and customers will be happy.

Attempted thieves.
When they tell you that you need a new HVAC, get a second opinion! And then let others know they tried to swindle you too.

These guys came out to check our HVAC during the heat wave in DC 2019. The guy replaced the capacitor and the HVAC “still didnt work”. The fan did not turn so he claimed that the fan needed to be replaced and the freon needed to be “topped off”. So after running the numbers to repair. $300 for a capacitor, $800-900 for a new fan and $200 per pound of freon (he’s have to investigate how much freon we’d need). He then explained that the freon needed for this specific unit would be pulled from the shelves next year. So if it breaks again, there is nothing they could do... So at the end of the day, it would be best for us to get a completely new HVAC system. I got pretty suspicious when I heard It would take 5-7 days to repair and 1-2 days for a full replacement. The very next day, bright and early, another guy from Polar came out to give us the estimate for a full replacement saying a team to be at our door step the following morning.

We got second opinion. Later that day, a guy from Roger Miller’s HVAC came out to check out the unit. Not 6 minutes after walking through the front door, he had our HVAC system up and running. Problem: capacitor. Cost $120.
It amazes me that Polar Bear is allowed to operate in this area.

I gave this business 1 star because they definitely tried to hustle me. They sent the technician Angel to check out an issue with my HVAC. Angel was unable to diagnose the issue because he ran out of time. Angel told me that he would return to troubleshoot and repair. When I called to reschedule I was told that two technicians need to troubleshoot the issue and I would have to pay $160/hour for EACH technician. That is the most ridiculous thing I have ever heard and I will NEVER use this company again. Why would I pay 320/hour when it could take 2 hours to diagnose. That is more than what I paid Silas to troubleshoot, replace wires/heatstrip etc. So my advice is to contact Silas for your HVAC needs.

The technician was very nice, but was unprepared to service my HVAC unit. Simply sprayed a chemical cleaning agent on the units coils and hosed down the outside unit. Did not actually clean / service the unit as requested and when I brought this up to him, claimed that the dispatches didnt leave him enough time to actually do the job and that I would have to make another appointment. Needless to say since the only reason I called was for them to come clean the unit am very disappointed. Recommend using someone else.