Polar Bear Plumbing & Air

Charlene G.

Gary Freeman, the owner of Polar Bear Plumbing & Air, responded immediately, was professional, proficient , courteous, and respectful of my home. He assessed my plumbing problems, explained the issue, proceeded with the repair and completed it in less that an hour.

When I received the email from Select Home Warranty's (SHW) dispatcher with Polar Bear Plumbing & Air as the contractor that would be taking care of my plumbing repair; they also provided the phone number to call with questions. Well I called to insure and confirm my appointment choice, it immediately went to voicemail; which said, the mailbox was full and hung up. I was absolutely livid, what type of business has a full unattended voicemail box? Anyway I started researching the company and looking for any reviews and was shocked to find that ever single review was 1-star! So I called SHW and threaten to discontinue my policy with them for contracting this company for the repair, explaining they had 1-star on several reviews and the voicemail box was full and not taking calls. Within 5-minutes I received a phone call from an unknown number so it went to voicemail, but before I could check the voicemail, I received a text message introducing himself as Gary Freeman owner of Polar Bear Plumbing & Air. SHW didn't have the company's phone number, it was the phone number of an ex-employee.

Gary explained that though I had received his information from dispatch, they had not sent the claim to him. He schedule my appointment for the next morning at 8:30 am. I accepting the schedule and he said he was contacting SHW to get my claim for the work needed to be done. That next morning Gary arrived on time, greeted me with a firm handshake and a smile.

As he worked I spoke with him about the bad reviews, wrong phone number, and full voicemail box. He said the phone number was that of an ex-employee, who managed service calls for the San Antonio area. HE when on to say pre-pandemic he had many employees, whom he found out later, were not professional and poor representatives of his company. Since the pandemic he has revamped his business, which included shutting down all of the San Antonio offices, thereby reducing staff to more professional HVAC/Plumbers, which are more representative of his personal work ethics. Gary has been in business more that 25-years.

Shannon L.

Omg do not use this company. This guy is horrible and really rude over the phone. Assigned by home warranty company. Didn't respond for a few days about the appointment, when I was finally able to reach him by phone said that he could come in a week from today (11 days from initial request) for major leak in our ceiling. Crazy. These home warranty companies work with such terrible contractors.

Jerry V.

This guy sucks. Appointment made but no call no show the day of.
One star is more than he deserves.

Johnny T.

Polar Bear will not complete service requested through home warranty nor paid for by us. He won't return calls , emails or texts. He installed a new inside system and won't cover warranty to repair a minor issue. We will seek legal action. We also purchased a stolen Jet Ski from him which we can't gwt him to make right Fouble Shane on him.

Kelly G.

We we're assigned to Polar Bear by our home warranty company because our AC stopped working. It has been TWO WEEKS and they will not schedule an appointment. They never called me like the warranty company said they should, when I call them they just say they will look at their system and call me back, which they don't. When I call now, they don't answer and their voicemail box is full. It's 100 degrees in the Texas Summer, if they aren't going to take new jobs then they need to say that so I'm not stuck for weeks waiting on them.

Suzanna H.

I have a home warranty service. They contacted Polar Bear on a Thursday to come out. We scheduled for 11-2 on Friday. By 4 they still had not shown up. They then said they would be out Saturday between 11-2. Again. No show. I could back the home warranty company and argued with them to do something. Polar Bear said they never received a purchase order. This was an outright lie. How do I have scheduled appointments without a purchase order. I am 75 years old, it has been 99 degrees both days. Between the heat and the arguing to try and get anything done my blood pressure is now high. Do not trust these people. B. Wilborn.