Polar Heating & Refrigeration, Inc.

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The summer of 2014 Wagner heating & air did regular maintenance on my refrigerated air unit and even gave us quotes to upgrade which was $5500-$6000. We thought we'd plan to upgrade this year but weren't in a hurry until the compressor broke on our unit literally 48 hours before the weather was expected to hit 100° for the next three days. Wagner didn't immediately have time available for us when I called so I pleaded for mercy and explained that I have Multiple Sclerosis and my symptoms are triggered by heat and are more severe. Suddenly they seemed happy to make time. As you can imagine I was relieved and even overwhelmingly grateful to them until they showed up and right away gave me quotes that had increased to $8000-$10000. They tried to convince me that the price difference was because the units they originally quoted were different models and were no longer sold. That excuse may have worked except unfortunately for them I had saved all their paperwork of quotes from the previous year. The units quoted last year were exactly the same as the ones they quoted this year. They didn't run out to my home to help someone with special needs instead they rushed out to take advantage me because of the situation. They figured I was desperate and probably couldn't find anyone else available on short notice at the start of summer so naturally they felt free to jack up the price. I made them leave and I called Polar. I actually explained to Bob what had happened and asked for him to come to my home and evaluate the situation. He came out straight away and gave me options. Given the short timeline he said he didn't want me to feel pressured to make a quick and desperate decision so he gave me quotes on an upgrade but also said he could just replace the compressor in a couple of hours. He explained that a compressor would be about $1200 but while it'd save me from the upcoming extreme heat it would also take a big chunk of the savings we had for an upgrade. He promised that a new unit could be installed the next day and gave me far superior quotes than any Wagner had ever given. To me, more importantly he also told me the compressor could be installed almost immediately. He was polar opposite of Wagner, instead of trying to squeeze money out of me he was willing to make less money by fixing the compressor. He saw gow desperate I was but that made him seemed to drive him to do the right thing not fill his pockets with money. He never pushed me to make a decision either way and he didn't try to sell me by offering discounts, his prices were just reasonable. Bob came very early the next day and replaced my unit for less than half of what Wagner wanted to charge. He was very courteous, respectful, personable, even funny and compassionate. He took the time to explain all the tiny print in the manufacturer's warranty and tested the system which worked great. He explained to us that because the internal temperature had risen above 85° the lines might freeze but made it clear that if that happened he'd be here as soon as possible to fix the problem. I was so impressed with his integrity that I jokingly asked him if he worked on cars too. When you're a home owner you should have a good plumber, a heating and air technician and maybe an electrician. I'm so relieved to have found Bob to be my heating and air guy. I can't say enough good things about him or possibly thank him enough.

Mr George was on time, received an amazing price on a new heater. The best customer service ever!!! Very polite, professional, clean and honest. Very very pleased. We highly recommend him and his company!!!

I agree with previous post. Very rude people who wont stand by their work. Took time off of work to for an appointment these people had with me which they did not honor, although I think it was a blessing especially after looking at the online reviews. Amazed they have any customers - do not get taken in by this company like I did for my first service that I needed in Rio Rancho.. This incident would have been their second visit to my property - glad in the end that it didn't happen.



After paying $500.00 of service the FIRST time, ended up climbing to the roof today to investigate a new problem, found with disgust that their technician obviously didn't have the courtesy to do a simple but important thing which was to ensure the cover was put back on a fuse box that controls power to the unit. Found cover lying on the roof - who knows how much sand and rain got into the box damaging it until I discovered this. And this is a cover that doesn't just fall off, easy to snap and securely latch in place. Indicates to me that job was rushed or else the people doing it not bothered about the job or respectful of the customer of their property. (At best - hoping it was not intentional).



I had another company come out and found a world of difference - pleasant, polite, better rates - my unit is quieter and performing much better. Got a bad feeling I got fleeced the first time around. You can do a lot better than Polar Heating & Refrigeration.



- Ed ~ Rio Rancho Resident

Very unprofessional and rude! I called Bob to take a look at my AC unit and scheduled an afternoon appointment. I leave work early to make the appointment and receive a phone call thirty minutes after our scheduled appointment to be told he already came earlier and would have to come back the next day. So in essence, he came to my house before our scheduled appointment while I was still at work and didn't even call to let me know. Bob even left my AC unit without the cover where the capacitor sits, exposing all the electrical wires.



Already feeling like things are unprofessional, I call my home warranty company to find out that the repair is still covered and have another company fix the problem as advised by the warranty company. The other repair company diagnosed the problem and found that Bob's diagnosis was completely wrong. They were even surprised that Bob left the capacitor section uncovered. Regardless, they fixed the problem and everything is working fine.



I call Bob to let him know that the repair was still covered under my home warranty so he did not have to come by anymore. He demanded that I pay him the diagnosing fee, which he never even mentioned in our first phone conversation. I counter back saying that I did not think it was right, especially with the fact he came before our scheduled time while I was not home without even calling me to let me know, and that he left my AC unit a mess and possibly prone to more damage. Plus, he didn't even diagnose the problem correctly. After I said this, he said, "Fine, see if you find out that it's not working anymore in a couple of days!" And he hung up on me. I tried calling back multiple times, but he ignored the calls and sent them straight to voicemail.



Not only is this service company very rude and unprofessional, I feel slightly threatened because he knows where I live and has no problem coming by my house and messing with my property without even letting me know. I do not recommend this unprofessional business to anyone.