Polar Bear Mechanical

I am very disappointed with this company. We had an issue with our commercial dishwasher in September. It took the technician several visits, but it was finally fixed after replacing many parts and spending $1500. I only received an invoice after asking even though my credit card was charged right away. 1 1/2 months later, we had the same issue so I called for a service call expecting that this would be under warranty from what was just fixed. A very friendly technician came out but wasn't able to find what the issue was and was going to call the manufacturer. This was a Friday afternoon and the company was back in Florida, so they assured me they would call me next week. By the following Friday, I still hadn't heard anything so I called in. At that time I was told that the manufacturer didn't have any ideas and since the problem wasn't continuing there wasn't much to do but to call if it happened again. I thought everything was done and never received an invoice but then saw that my credit card was charged for $450. I called in to discuss and was told that they didn't think there was anything they could do but they would ask and get back to me. A week later and still nothing. The communication is little to null and I'm really disappointed that they didn't stand behind their work. In case the company is reading this, the invoices numbers are 27308 and 15020. I would really appreciate follow up on this and to have some resolution as I don't feel we should have been charged the second time.
Sep 8th, 2020

I have been using Polar Bear Mechanical since Gary the owner was a 1 man show. They have "ALWAYS" been fair and have "ALWAYS" gone the extra mile to make sure we were up and running smoothly. I can't even imagine that Heather Jo would EVER offend anyone. I have worked directly with her for many years and she is one of the most level wonderful customer service people I have ever worked with. I would recommend Polar Bear to anyone that wants good HONEST service on their equipment. They always stand behind their work. All you have to do is make the call and they will be on it!!!
Jun 30th, 2019

I called spoke with a representative to set up an appointment to fix our office's refrigerators was supposed to have someone come in the next day or two to look and no one ever showered up and I had no communication from Polar Bear Mechanics since the initial call. Week later call to see why no one has followed up and supposedly they don't have anyone that's familiar with our brand of fridge. They said they left a voicemail and I never received one and they also said they called a corporate main line (which is in FL not WA) and no message was ever relayed that they tried reaching out. The only reason I'm giving any stars is that they provided me with other companies in the area that may be able to help. I could've done that myself if it was originally communicated they wouldn't be able to help us. Very disappointing communication.
Jan 7th, 2020

No comment for their repairing service. Disorganized establishment. Customer service, Heather, pretend to be very helpful. Turned out she's been lying about all these warranty is not really warranty as advertised. They claimed from the manufacturer which the manufacturer paid them major part of the fix and Heather said they only get parts covered and the customer has to cover for everything else that warranty doesn't cover (which is already paid from the manufacturer). With this all being said, they got money from manufacturer and customer. Dishonesty is unforgivable. I don't usually write reviews, but I hope they can fix this as soon as possible and no one will get into this anymore. Update: Morgan helped with the situation and we've got fully refunded. He's very responsive and actually helped. I could totally feel his sincerity over the phone, email and text. However, I would give him and 4 stars for sure. One star less is due to the mistake they made at first and I had to take months to get things squared away. However, I learned from the lesson as well. Good Luck everyone.
Jul 16th, 2019

We called these guys for a warranty on an American Range Cooktop. They sent a technician out to repair our unit and didn’t have all the parts needed. No fault of their own for that but their technician forgot to secure the cooktop back down! About two months later after the parts arrived again at no fault of their own they got the parts. They sent a new tech and he rigged up a repair that was functioning sorta. It’s definitely not a factory quality repair. They should be embarrassed. After the tech did his so called fix he didn’t show anyone what we had done. We went to test it and when we couldn’t get it to operate we ran outside, but he just pulled out. We called the main office and said Hey this isn’t working and the guy turned around and spent a couple of minutes showing us his work around. Well, now the unit still doesn’t operate properly and they try to stick us with an extra $151.25 for their tech to actually do his job. It’s common courtesy to explain what you did, but not these guys. I’ve called them in regards to my issue with the money to no avail. I’ve emailed them and no response. Besides the full reason for our warranty issue wasn’t addressed and I’m not having these guys do more work. They are the type of company that does sub par work and is so used to getting yelled at about it that they’re numb to it. They’re so used to poor responses from their customers that were the problem. I would never recommend these guys. If they could ever even take ownership of the issues and try to even deal with my dissatisfaction on this issue would be a positive step. Maybe now they’ll respond? They probably think somehow it’s my fault? UPDATE: Shortly after leaving this review Morgan called me. He wanted to make this right and at no cost to me. Morgan credited our account so we didn't owe that bill that I had talked about. He wanted to make sure to get my cook top up and running like it should be. He scheduled his top tech to take care of us and that's exactly what took place. They got our cook top running like a champ! Best part is we don't have a balance.. I have a working appliance and the wife is ecstatic.
Mar 1st, 2019