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Code of Ethics

Real 100% Satisfaction

Many businesses throw around the phrase “satisfaction guaranteed” but at Polar Bear, we mean it. Our job is not finished until you are absolutely 100% satisfied with the service or installation. In addition, to complete satisfaction, we also make the following promises to every customer.

24 Hour Access

Cayman is not a place where one can afford to go without air conditioning for very long and especially the young or elderly. No matter the time of day or night, Polar Bear treats “no air” as an emergency situation. If you’re without cooling simply submit a service request online or call us right away. A professional technician will be dispatched to your home in a timely manner to have you back up and running as soon as possible.

Latest Technology

When you call on Polar Bear you can trust that your technician is prepared to tackle almost any situation. Polar Bear’s constant training ensures that each and every technician is not only familiar with the latest products and services but is also aware of the latest industry-wide issues with a wide variety of equipment.

One Call Only

Although the unexpected does occasionally happen, we take every step possible to ensure that in the first call does it all. Each Polar Bear truck is stocked with adequate tools and a plethora of parts allowing our technicians to complete almost any job on the first visit.

Transparent Pricing

Prior to beginning any service, our technicians will explain in detail what needs to be done, why it needs to be done and provide an upfront price. Regardless of any delays or mishaps, you will only pay the price originally submitted to and approved by you. You may also request our full list of service pricing so you’re never surprised.

Courteous Employees

Whether it’s your first call to our office or getting clarification through our online chat feature, you will recognize that each member of our customer service team is dedicated to service and does so with a smile. The friendliness doesn’t stop there. Each and every technician goes through a rigorous interview and training process prior to being allowed in your home. We don’t allow bad attitudes to even get in our vans and you’ll know this is true when a team member arrives at your home.

You Don't Wait

We value the time of our customers and that’s why when we schedule appointments we do our very best to be right on time. For added convenience, we always call our customers prior to each appointment so you’re not surprised by the arrival of our technician. When unexpected delays occur our customer service team will notify you and keep you updated on the status of your appointment.

Complete Respect

Our team members are trained to have the utmost respect for both you and your home. Polar Bear’s technicians will always arrive in uniform and wear shoe covers before entering your home. Our employee handbook states that technicians must always leave the customer’s home in a better state than when they originally arrived. Expect our employees to always be friendly, address any concern, answer all your questions and provide user-friendly instructions on the operation of any new equipment.