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Business Profile

Refrigerator Manufacturers

Polar King International, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Refrigerator Manufacturers.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    It was purchased 11-28-22. for *********. I have included a document that explains in detail our timeline and experience.

    Business Response

    Date: 04/21/2024

    Hello **************,

    I am sorry you continue to experience problems with your freezer.  I will look into this tomorrow and respond once I have more information available to me.

    Best regards,

    *************************

    President

     

    Customer Answer

    Date: 05/06/2024

    I had nothing to respond to in the emails. The only response from Polar King was that they were going to look into it. I saw nothing after that. So yes I would like to reopen the case. I was never contacted through the BBB or to our business email from them. Please let me know if there is any more information I can provide.

    Thank you,
    *******

    Business Response

    Date: 05/10/2024

    We are very sorry for the problems you have experienced with your Polar ********************** you are aware, when our customers do experience problems, we make it top priority to get them corrected as fast as possible.

    I looked into the history and spoke with **** and ****** in our service department.  it appears, most of the issues originated from high voltage at the freezer.  The controller will lock out the system after high voltage is sensed for an extended period of time.  This is not a Polar King ******** item and we spent thousands of dollars dealing with the high voltage issues.  As you are aware, once the buck/boost transformer was installed, the problems went away until the latest issue last month.  It is possible the faulty electronic expansion valve was damaged due to the previous high voltage.

    In good faith and in consideration of the problems you have encountered, Polar King will provide a ******** from now until the end of the year, December 31, 2024.

    Thank you,

    ***************************

     

     

    Customer Answer

    Date: 05/13/2024

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Thank you.

  • Initial Complaint

    Date:09/26/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a brand new refrigerated trailed from Polar King in October of 2020. The compressor on the unit was not initially installed correctly and failed. In October of 2021, under warranty, Polar King arranged for a local service provider to replace the unit. The local service provide did not install the correct compressor. We assume they installed the one sent from Polar King, but we have no way of verifying this, as Polar King arranged the repair/replacement. Additionally, the wrong compressor was incorrectly installed. Now, less than a year after the replacement. The compressor has failed again. We have contacted Polar King and requested that they stand behind their product. They sent the replacement compressor and selected the service provider. Polar King has not taken care of their customer. They refuse to replace the failed compressor or even offer a replacement at a discounted rate, insisting that we must pay full retail if we want to replace the compressor that has failed due to their lack of diligence. At this point, we feel we have been sold a lemon. Polar King should stand behind their products and fully replace the failed compressor/refrigeration unit. At this point, we will take full responsibility for the instillation, as we are not confident in the service provider choices Polar King has made.

Polar King International, Inc. is NOT a BBB Accredited Business.

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